Time Is A Valuable Asset To Waste
When it comes to reasons why people wouldn’t take to the phone documenting the conversation was the biggest reason for chat. Yes, conversations are recorded, however, how often does a customer ask for a recording of that conversation? Documenting a conversation especially after 5 months of the same issue is important.
Chat is a convenient way to connect on an issue while still going about your day, on the couch, or on the go. It allows the company to get back with you on your time, not theirs, and bypass the hold music. “You have already wasted my time, I am NOT giving you any more of it”. That response is very telling, and if you are not selling back customers their time in some way shape or form, you will lose them. Having a chat/SMS option available in the contact center isn’t optional, it is mandatory.