When customers reach out to a customer service, they expect to get answers. They might have dealt with the problem for 10 minutes or 3 hours, but they understood that the solution was out of their knowledge base, and that’s why they are asking for help.
Surprising piece of information: there is currently no existing standard for the acceptable customer service response time on social media. Bet you didn’t see that coming. There is a wall-to-wall consensus on the effective amount of weekly status updates and Tweets, but the subject of response time is still being debated in terms of comparison metrics and user expectations.
Live chat has become one of the most popular tools for providing support and engaging with customers. It combines the immediacy of support over the phone with the flexibility of email and instant messaging. But, a proper integration of live chat into a website requires more than simply copying the script.