by Julie Maier
Many people would be surprised to learn that web chat has become the second most preferred customer service channel, and that Baby Boomers now prefer Web chat almost as much as their Millennial and Gen X kids.
New research from Convergys on the customer experience is revealing new insights about chat. Convergys’ 2011 U.S. Customer Scorecard Research shows that 31% of consumers from all age groups view chat as one of their top two service channels, along with phone support. Email and online self-service trail chat in customer preference.
by Rick Owens