More Retailers Offering Chat, But Usage Dips in December

October 15, 2014 / 0 Comments

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With online chat continuing to gain traction as a channel for customer support, we recently investigated how the chat landscape has changed. Not surprisingly, our data confirmed that the slate of retailers offering online chat is growing, with 13 retailers launching an online chat service in the last 18 months.

Chat offers retailers greater flexibility than traditional phone support. A retailer that offers phone support will, generally speaking, make that phone line available during normal business hours at the bare minimum. Chat, however, can be turned on and off on a weekly, daily, or even hourly basis. Sometimes it’s great for handling a period of high-volume contacts as agents can manage multiple chats at the same time. And, the one-to-one nature of the conversation provides greater Issue Resolution rates than Email.

The availability of chat, however, can be spotty. While StellaService analysts attempt to initiate chat support on a daily basis — with over 100 retailers falling in this frequency — availability is not always guaranteed. Even during normal service …

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