The Demise of Phone Calls?

Moxie Software has revealed that 77% of UK customers prefer to use live online chat over calling to speak with an agent.

The study surveyed more than 2,700 UK and US residents about their online and mobile shopping habits, and identified the rising trend of live online chat for sales and support assistance.

• 64% of customers expect live chat to be available on mobile devices – and 76% would use it.
• In the UK, 67% of respondents reported they were satisfied or very satisfied with their customer support experience when shopping online, but the level of satisfaction increases to 88% when live chat is used on a mobile device.

Consumers’ growing preference for online chat provides companies with an opportunity to enhance the customer journey and increase customer satisfaction, specifically on mobile devices.

Moxie Chat addresses the needs of customers across their online journey. The new solution integrates with multiple customer engagement channels, including Moxie Web Self Service, Moxie Knowledge and Moxie Email, allowing businesses to engage with customers on the right channel at the right time.

Key features include:

• Browse and Chat Simultaneously: Mobile customers can chat without interrupting the browsing experience, which makes it easier to navigate a website while chatting.
• Message Waiting Alert: When browsing a website during a chat session, the customer is alerted to agent responses via a visual alert, enabling better conversations.
• Personalised Engagement: Agents have access to key information, including device information and web pages being viewed by consumers so they can deliver personalised experiences during chat sessions.
• Consistent Chat Offers: A tab-based chat offer allows a consistent place to find chat on websites.

“E-commerce is not just transforming shopping habits but also the UK’s customer service ethos,” said Andrew Mennie, ‎VP & General Manager EMEA at Moxie. “The next step is to extend that positive experience so that it begins the moment the customer lands on the brand’s website, and not limit it to the contact centre. Only then will the business find the antidote to poor online conversion rates.”

For more information about Moxie Software, visit their website.