It was found that webchat creates a highly positive customer experience, one which is at least as good as a phone call and often superior. Almost three quarters of advisors interviewed agreed that webchat offers customers better service compared to calls. This was attributed to the speed that customers can connect to webchat, typically stated as one minute or less. This is considerably faster than customers might experience when dialing into a menu-driven call center system, with its attendant transfers and hold periods. When initiated effectively, webchat puts customers straight through to an advisor with the relevant skills.With many customers and advisors now using social media and instant messaging in their personal life, webchat was perceived strongly in terms of ease of use, offering specific benefits such as the ability to quickly cut and paste standard information and being able to scan entire conversations to check customer needs have been met. Overall, 88 per cent of advisors said they like webchat, many of these went further and expressed very high levels of satisfaction.
BT Research Finds Webchat Increasingly Effective Contact Center Communication Channel
Check Out Our Best Services for Investors
- $2.5+ million portfolio
- Large-cap and dividend focus
- Intraday trade alerts from Cramer
Access the tool that DOMINATES the Russell 2000 and the S&P 500.
- Buy, hold, or sell recommendations for over 4,300 stocks
- Unlimited research reports on your favorite stocks
- A custom stock screener
- Model portfolio
- Stocks trading below $10
- Intraday trade alerts
More than 30 investing pros with skin in the game give you actionable insight and investment ideas.