Ben Herkenhoff

Ben Herkenhoff
6 Ways to Raise the Bar for Live Chat

Today's tech savvy consumers use multiple channels for product research, including email, Web, social and SMS. When looking for instant responses, they are increasingly turning to live chat as a preferred channel to get their questions answered. Data indicates that consumers choosing to engage in live chat tend to be college educated and between the ages of 31 and 50 years old. These consumers are seven times more likely to initiate a live chat session than pick up the phone, and 70 percent of live chat users are more likely to trust sites that are live-chat friendly