Your Online Customers Need Attention Now

January 13, 2014

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?

Gone in 76 -The limit for customer loyalty, and other digital consumer trends – Gone in 76 Seconds: Today's consumer will wait no longer than 76 seconds to receive help online. Over 6,000 consumers worldwide reveal what they expect from brands today, and what key factors are critical for winning their loyalty in a survey conducted by LivePerson. (PRNewsFoto/LivePerson, Inc.)

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