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Why Live Chat is Conquering the Contact Center

Competitive new technologies are constantly making their way into the contact center. forcing out older, outdated solutions. One such technology poised to conquer the contact center industry is Live Chat—an instant messaging (IM) application that enables customers to contact customer service teams on a company’s website. In fact, a study conducted by LogMeIn and the e–tailing group found that over 65 percent of American online shoppers have engaged in a live chat session - an increase of almost 10 percent since 2011.

Why the surge in popularity? Your customers want to connect with you via live chat for a number of reasons:

Instant Gratification

The same study revealed that 79 percent of live chat users prefer the service because it gives them immediate gratification. There are no hoops to jump through, and customers certainly don’t have to put in as much effort as they would to call a customer service department.


In our non-stop world, we’re all trying to accomplish more in less time, like paying bills while watching TV or browsing online while talking on the phone. Similarly, your customers are looking for a service channel that enables them to multitask—which is why it comes as no surprise that 51 percent of live chat users prefer it for this reason.

Bigger, Better Deals

Recent research shows that 80 percent of online shoppers would use live chat services if an enticing incentive were available, such as free shipping or an exclusive discount.

The reasons to listen to your customers and give them what they want are clear: On average, 89 percent of consumers begin doing business with a competitor following a poor customer experience. Watching the majority of your customers walk away because of your inability to provide Live Chat is a loss you can’t afford. 

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