According to a 2011 Forrester Consulting research, phone is still the preferred communication channel for Customer support. 79% of those surveyed declared to prefer a “voice conversation” considering it more efficient and fast than other channels.
Going deeper into the analysis, the top three priorities for consumers are:
– Interact with a customer service representative quickly
– Have my query resolved quickly
– Interact with a real person
With only 19% of the preferences Web Self Service dosen’t appear to be very popular.
Here at Vivocha we believe that offering the possibility to interact on multiple channels – including Voice, Chat and VoIP – directly on the web site, might satisfy both the needs for efficiency and cost reduction of companies than the needs for better and more satisfying interactions for the customer, especially when coupled with advanced collaboration tools like Co-browsing, form sharing or page pushing.
We strongly believe in giving you the tools to engage your customers using the best communication channel in every circumstance, so we developed a powerful Proactive Engine that will allow to set specific rules to balance the use of more efficient chat interactions with more engaging voice communications.