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Teleperformance Internet white paper "Imagine Chat"

2018-03-14 11:31:16 Author: Source:CTI ForumComment:0  Click:


Click-to-chat, a feature that communicates in real time with customers, is transforming from an icing on-line service to a function that customers are increasingly looking for.
With over 3 billion Internet users worldwide, online retailers need to not only actively attract customers to visit their websites, but also motivate customers to purchase.
(Baby boom after 60)
If the customer's needs are not met, they can click the mouse to exit the site in just one millisecond. Therefore, if a netizen has a question or concern about a product while visiting the website, his or her purchase probability will be reduced. If 45% of customers find that their problems have not been answered quickly, they will probably abandon online shopping. Because of this, innovative online customer service solutions such as click-to-chat have become a key factor in improving the performance of online retailers.
So what are the trends in online retail customer clicks?
Average customer wait time and average case processing time are key metrics for the quality of service for any customer service channel. The average waiting time for online retailers using click-to-chat is about 5 minutes. The poor performance of Brazilian online retailers has largely reduced the above results. The average waiting time in the country is close to 14 minutes. If Brazil's data were removed, the average waiting time in France, Germany, the United Kingdom, and the United States would not exceed one minute.
The average case processing time is a minimum of just over 4 and a half minutes (Germany) and a maximum of more than 8 minutes (France). Although chat interaction is usually longer than phone interaction, chat can manage multiple interactive processes at the same time. Customers and customer service representatives can benefit from it.

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