Editorial comment: A recent study conducted by Lauren Friedman, president of the e-tailing Group, digs deeply into live chat customer support as it pertains to uncovering consumer insight when shopping online for the purchase of a new car.
Solve My Problem Now, say Customers
Customers embrace every form of service available, according to this recent Internet study of customer behavior when shopping online. They have a problem and they want it solved now.
Is There a Single Solution?
Consumers know how to get the attention of companies they do business with, often taking a multi-pronged approach to seeking support. Ms. Friedman advises dealers not to ignore their email. Sending an email, once considered to be on the chopping block, has now become a top choice, making it universally appealing to customer service seekers.
Lauren Friedmans Research report, Live Chat Effectiveness, a Study of Internet Shoppers 2013, is a must-read for dealers who want to build customer relations at their dealership among established customers and potential customers. [Read more] The Article Live Chat Customer Support Helps Dealers and Customers Relate appeared first on Automotive Digest.