WEB CHAT – The Channel with the Highest Customer Satisfaction

Contact centers increasingly offer their customers new options for submitting inquiries. Web Chat is one of these. Moreover, this method of direct online contact with businesses has quickly become highly preferred by users because it enables real-time communication with a consultant or company representative and shortens response times. This is a huge advantage for customers, saving them time and enhancing their overall user experience.

• A study by Invesp shows that Web Chat has the highest customer satisfaction rate among communication channels – 73%, followed by Email at 51% and Telephone at 44%.
• 42% of users prefer Web Chat service over phone calls because they don’t have to wait long on hold to reach an agent.
• As many as 92% of customers report a positive user experience with Web Chat, surpassing all other communication channels.
• The average wait time to connect with a representative via Web Chat is only 46 seconds – often several times shorter than by phone.

WEB CHAT and InfoServ CRM

Constantly improving our Call Center and Helpdesk system, we could not overlook Web Chat and its benefits for businesses and customers. It is an important part of the communication channel arsenal in InfoServ CRM, alongside Telephone, Email, Viber, and Chatbot.

Highly suitable both for online stores and corporate (business) websites, the Web Chat integration in InfoServ CRM enables customers to quickly connect with your business and allows you to efficiently handle their inquiries in real time, minimizing response times.

How WEB CHAT Works for the Customer

When visiting your website or online store, the customer can initiate a live chat with your consultant. This allows users to send their specific inquiry quickly and easily via their preferred communication channel and obtain the needed information directly from the staff member responsible for online communication.

Web Chat windows can be positioned on all pages of the site or only on specific pages (e.g., product pages), where the likelihood of direct contact from customers is higher.

How WEB CHAT Works for the Business

When a customer submits a query via Web Chat, you receive a notification within InfoServ CRM about the incoming inquiry. Each Web Chat request is distributed to the most suitable employee based on criteria such as the site where the inquiry originated, the topic chosen by the customer, InfoServ CRM’s information about the customer, and which employee last communicated with the customer (including through other communication channels you support).

All correspondence between you and the customer is documented as a history in the detailed customer profile alongside communications from other channels. This gives you access to all chat conversations, cases, and orders during customer service, which helps in better understanding the customer and adopting a more personalized approach for future contacts.

Benefits of WEB CHAT Integration for Your Business

Benefits of WEB CHAT Integration for Your Customers