While I'm a bit skeptical about the benefits of live chat on brand Web sites, Graham Charlton explains how in a recent study the media received the highest satisfaction rate -- 73% -- for any customer
service channel compared with email at 61% and phone at 44%. He points to the eDigital Customer Service Benchmark that surveyed 2,000 consumers on their experiences of various customer service
channels. Getting questions answered quickly took the No. 1 spot, followed by the ability to multitask, and an efficient communications effort.
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