Terra Lynne Mrkulić
said 10 months, 1 week ago:
Sorry I am late to this party, but Live Chat is my industry so I thought I would chime in albeit long after this thread started. I work for a company that has a social media application that enables businesses to incorporate the same chat functionality across all their customer touch points (website, email marketing, social channels, mobile, etc.). This means that all your chat data can be aggregated and your chat agents aren’t working with multiple programs.As LivePerson’s social media manager, I incorporate chat features into our dominant social channels. Plus we are able to add live chat buttons to email campaigns and throughout our public communities. Having all this data feed into one system enables us to monitor cross-channel visitor behavior in a unique way.There are many really awesome chat providers out there that offer a wide range of features and functionality. It’s a really cool industry that is constantly evolving as ecommerce itself evolves. I definitely suggest considering a chat option for your customer touch points. I don’t have the exact statistics in front of me, but having live chat deployed definitely increases conversions, average order values and customer satisfaction. If you want to see the numbers or case studies, I’d be happy to post them.Thanks!