You might not have to worry about having a customer service representative ready to talk live to customers if your online help is up to snuff. According to the JD Power 2013 US Wireless Customer Care report, customers’ satisfaction with online self-service has greatly improved due to chat and virtual agent technologies. In fact, customers in the study actually prefer online technologies over traditional channels like telephone or walk-in customer service, especially when it comes to small, easily fixable problems or questions. For example, 60 percent of customers would rather get billing information or troubleshoot a technology problem on a company website rather than over the phone.
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