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How live chat surpassed other service channels with the most positive feedback  [Case study]

Posted by Päivi Harju on 22-Jul-2016 09:20:36

Live chat has great potential for it meets the customer at the point of the buying cycle where they're going to have questions. Meaning that agents can connect with customers at the point of sale and gently nudge browsing customers into the checkout line. 

Besides increasing sales (if that wasn't enough), live chat can help you gain also other type of competitive edge; excellent customer experience. For let's not forget that customers actually like it. A survey conducted by Forrester research says that 44% of online consumers indicate that having live chat available while making an online purchase is one of the most important features a website can offer. And other surveys also state that more than half of customers are more likely to return to a website that offers live chat.

Case study: Live chat rises to no 1 service channel for ticketing service

Ticketing service provider receives the most positive feedback from the chat

Our customer, ticketing service provider Lippupiste (part of Eventim International) has been using giosg Live chat for a while now and their experiences have been extremely positive. In fact, chat has become the #1 service channel for them and surpassed phone & email as the service channel with most positive feedback.

The customers appreciate that they get help fast, and that they get it real-time when they need it. The chat is perceived as a pleasant way of communicating, and according to a survey made by Lippupiste the customers also wish for the interaction there to be relaxed and casual.


Learn more

You can read more about Lippupiste's experience here .

And, if you are interested in learning more about Live Chat and other tools which you can use to boost your online sales, you can find more information here :

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Topics: Live Chat, Customer Service, Case study