This week’s #FridayFinds focuses on the importance of creating the ideal online customer experience. What is important to your customers? This article highlights some of the statistics gathered in a LivePerson.com survey of nearly 6,000 consumers. Also featured, is an article on TheRealTimeReport.com that discusses live chat software with a focus on Chatwing. My last fun find showcases 40 minimalistic logo designs that could get you thinking differently about how effectively a simple logo can communicate a brand.
Your Website and Your Customers
How do you satisfy the needs of your online customers? What do consumers look for in an ideal customer experience? Could offering online chat mean the difference between a sale and another abandoned shopping cart?
The Ideal Online Customer Experience
Here are some interesting statistics garnered from an in-depth survey of nearly 6,000 consumers by LivePerson.com:
- 82% of the consumers surveyed found getting an issue resolved quickly was critical.
- 56% found having their issue resolved in a single interaction is key.
- 71% of visitors expect to be able to access help within five minutes (81% in the US).
- 31% expect immediate help.
- 48% of consumers will abandon their purchase if they don’t receive help within their expected time-frame.
- 57% of consumers expressed an interest in live chat.
- 34% of consumers are interested in click-to-call.
Note: This survey was conducted across the US, UK, Australia, Germany, France and Italy on the “ideal online experience”.
Adding Live Chat for Customer Service
If you’re interested in adding live chat to your website, check out Chatwing: Free Live Chat Tool Adds Realtime, Social Interaction To Web Sites by Vincent Nguyen. Vincent highlights some of the advantages of adding the Chatwing widget (and how easy it is to add it to your website). He also introduces you to two other alternatives.
Logo Design Inspiration
This week’s fun find is 40 Clever Minimal Logo Designs on InspirationFeed.com. Some of these logos are so simple yet they communicate the brand so well.
Over to You
What are your thoughts? Have you ever offered live chat software on your website? As of now, I haven’t installed live chat on this blog but I have used it in the past for customer service (on an eCommerce site). Do you personally like live chat? Is it something that you would like to see here or on your blog/site? What did you think of those logos? (I was impressed.)