Itqualityassurance
What are the risks in online chat?
You can't rely on vocal cues or body language to convey meaning, and you're communicating through the wall of a screen. So, this makes losing the human touch one of the biggest live chat risks. Overuse of canned responses or an overreliance on chatbots can lead to falling foul of this live chat risk.
Why chat is better than voice?
It is often easier to sit and think of something, type it, and send it rather than babbling away at someone over the phone. You can think about your words. Furthermore, many people don't like to speak on the phone, live chat makes life easy for them! No awkward interactions but the benefit of live response.
Are live chats good?
To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found live chat had the highest customer satisfaction levels at 73%, compared to 61% for email support and only 44% for traditional phone support.
