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Live Chat: Real Time Customer Service

Live chat is the best way to boost overall satisfaction with your customer service

- Zendesk Benchmark Report

Live Chat has emerged as one of the most satisfying customer service channels. This is because of the following reasons:

  • Live chat moves customer requests away from web forms and feedback tabs to real time interactions, which enable questions to be answered directly
  • Customers like the back-and-forth style of conversation

But, customer service providers should not forget the fact that customers want an accurate, relevant, and complete answer to their question upon first contact. Live chat agents sometimes fail to satisfy customers because of the following issues:

  • When the customer has to wait more than 30 seconds for a customer service agent
  • As agents start handling more and more chats, the increased workload may impact their ability to respond quickly and thoroughly

According to the Zendesk Report, “To optimize customer interactions, companies should monitor the ebb and flow of their live chat request volume by day and hour”.

To know more about the results of the Zendesk Benchmark Report on Live Chats, please read the following article by Noreen Seebacher, Chief Editor, at

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