Adactus500: Let’s chat – consultation on Web Chat
We recently ran an Adactus500 survey to consult with members about their experience of using Web Chat. Last year we successfully implemented new contact centre software, activating the Web Chat feature is the next phase of this project.
Members were asked to give examples of when they had used web chat services and to rate their experience.
A total of 56 respondents completed the survey. Members told us they mostly use webchat for technical support or checking information, whilst requesting services was only mentioned in 12% of responses. Companies such as Sky, Talk Talk and Amazon were popular choices for web chat, with reasons for choosing this over the phone including ease, speed (avoiding queues on the phone). Overall, members told us they find webchat easy, and quick, to use.
Scroll down to see the results or click here to view on a mobile device.
What we will do with the results:
We learned a lot from this feedback and we will use it to inform how we design our web chat feature. Based on the feedback, we can make sure web chat is available for the right queries, and also help us to make sure the service works well for our customers.