Your Online Customers Need Attention Now
LivePerson recently came out with their 2nd Annual Connecting with Customers report. The report itself is not available without filling out a form, but LivePerson shared some of the key findings both on their blog and in the form of the infographic posted below.
Some of the findings were worth noting:
- 88% say having live chat makes the experience better.
- 84% say one positive experience can make them a lifetime customer.
- 60% are more likely to purchase if they get help from a person during a chat.
I found the statistics on live chat particularly noteworthy, because it coincides with a principle I often teach: do not substitute personal preferences for customer data. I tend to find chat boxes annoying, and I almost rarely find them useful. However, there is obviously a pretty sizable demand for chat features, and for many companies, it is intelligent to make this chat feature prominent and hard to miss.
What are your favorite takeaways from the graphic below?
About the Author Adam Toporek
By Adam Toporek. Adam Toporek is an internationally recognized customer service expert, keynote speaker, and workshop leader. He is the author of Be Your Customer's Hero: Real-World Tips & Techniques for the Service Front Lines (2015), as well as the founder of the popular Customers That Stick® blog and co-host of the Crack the Customer Code podcast.
