New technology, same old problems: Live Chat customer experience

​UK customers visiting the websites of banks, utilities providers and telecoms companies are used to seeing a smiling face pop up in the corner of the screen to invite them to discuss their issue in a Live Chat.

According to the recently-released Eptica 2017 UK Chat Study, 1 in 3 UK customers uses this technology, but only 15% are always happy with the service delivered and just 16% say they receive a personalised experience.

In response to the survey, which polled 1,000 online customers, almost 7 in 10 customers (69%) complained about long waits to use Live Chat, agents not having the right information and having to explain their issue to agents multiple times during a chat session.

Olivier Njamfa, CEO of Eptica, said customers value the “real-time nature” of Live Chat, and “want to use it as a key part of multi-channel conversations with brands” but “companies have not kept up — they still seem to see it as a novelty, rather than the must-have that consumers demand.”

MSB

Technology changes, but the fundamental principles of delivering an outstanding customer experience remain consistent.  For 30 years MSB has been proud to work with household name organisations to improve their customer service, with quantifiable, positive results.

To find out how our CIPD Award-winning customer service training can help your organisation, please visit our website – www.msbconsultancy.com.