The increase in chats for customer service is evident and, according to data from Zendesk's CX Trends 2023 , 60% of managers plan to implement a conversational customer service in the short term.
B2B customers are also joining this trend. According to McKinsey’s Global B2B Pulse study , 2 out of 3 B2B customers opted for remote human interactions or a digital self-service process to meet their service needs in less time, which is exactly what a chat provides.
In this article we will explain:
what does CX mean in chat;
what are the characteristics of a good CX in chat;
How to integrate chat CX into australia email address list your service strategy;
how to use Artificial Intelligence as your ally in this process.
What does CX mean in chat?
CX stands for “Customer Experience” . In the context of a chat, “CX in chat” is defined as the quality and satisfaction of interaction in an instant messaging environment.
Characteristics of a good CX in chat
1. Speed
According to Techjury statistics , 90% of customers expect an immediate response when communicating via chat. Therefore, exceeding response times (which in some cases is up to 24 hours) is a generator of frustration, because one of the things that CX in chat means is: immediate response .
2. Availability
The fact that they only have customer service hours from 8am to 5pm goes against what CX in chat is all about, since one of the main advantages of the online world is that it is always connected and active.
Customers browse, research and buy at times that suit them best, and this doesn’t always happen during office hours. According to a Euromonitor study published by Forbes , 51% of consumers chose “me time” as one of their top life priorities, and flexible hours for accessing products and services allow them to achieve this.