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Brit Firms Fail At Online Live Chat, Survey Finds

Chat software provider Netop has found a huge gap between public demand of live chat to solve customer service issues and its availability and that’s a problem since customers prefer to engage online rather than leaving home or waiting on phone queues. Ninety-three percent of UK businesses do not use live chat as part of their customers’ service experience. Fifty-four percent of consumers surveyed (of 2,000) said live chat could help with call centre issues where understanding regional or foreign accents was sometimes a problem.

Read the whole story at Computer Business Review »

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