Zevas recognises that customer contact services must provide the widest variety of possible communications channels in order to enhance and optimise the customer experience. A recent survey of regular online shoppers in the US revealed that live chat is the preferred communication method for 20% of the population and that those that prefer live chat are more likely to buy frequently. The same survey also revealed that Live Chatters are 4 times more likely to convert than a passive visitor to a company’s website.
Some people feel more comfortable getting product or service information requests answered by a real person as opposed to searching for their answers from a website or marketing collateral. Customers are often more comfortable purchasing a product or service if they have their questions answered directly and promptly.
Zevas was one of the early adopters of web chat in the contact centre business providing global multilingual services in web based communications. Catering to web chat as an emerging preferred channel for sales and customer services we have developed skill sets and technologies which allow a seamless transition for our clients and their customers between web and voice.