Live Chat vs. Email

In a 2010 survey, more than half of consumers polled said they were likely to abandon an online purchase if they couldn’t find an answer to their question quickly.  Live chat allows you to do just that.

While many customers still prefer email or phone over live chat, a growing number are happy to utilize live chat.  I definitely consider myself among those for whom live chat is their preferred method of contacting a company.  I don’t have to wait on hold or email an anonymous inbox, and I can get answers right away.

The problem with email customer service is twofold:

1. You never know how long it will take to get an answer.  Nobody like to play the waiting game; live chat delivers real time results.

2. Sometimes you never get an answer at all. With live chat, you’re connected with a real person who immediately addresses your needs.

Plus, if your inquiry requires any follow up question, the process has to start all over again.  It’s a two-way dialogue, but the lag-time between responses can be a customer-satisfaction killer.

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