You’ve invested countless dollars and hours into an amazing Facebook presence that offers direct engagement with your core customer base — so should you also be available via Facebook Messenger?
The stats say yes, as live chat has the highest satisfaction rate of any customer service method. A recent survey of 2,000 consumers found a 71% satisfaction rate from live chat, which highlights that medium’s unique ability to offer direct resolution to customer concerns.
Of course, this makes sense as the customer is talking directly with a representative (as opposed to email). Yet, it doesn’t explain why the consumer would prefer chat over phone — best guess is that live chat is more convenient and fits into the consumer’s computed-based workflow.
The above is an extract of the original article available at: tnooz