This resource is no longer available
Live Help: Global Consumer Views & Trends Live Voice and Live Chat
More and more businesses around the world are leveraging their online channels to increase sales and improve customer service. Accordingly, consumers today expect and demand engaging, personalized, and easy-to-use Web sites for both sales and service.
This report presents the results of a global survey commissioned by ATG that reveal that consumers want more than just a phone number or e-mail address when it comes to online customer service. They want the options to speak on the phone and chat online with a real person straight away to help answer their questions before, during, and after making an online purchase decision. Online shoppers want choices, preferring to use the phone for certain interactions while using live chat for others.
Continue reading this report to learn more about the consumer views and trends of voice and live chat.