January 19, 2016
The live chat feature was launched in October 2015 on West Point Products’ and Depot International’s websites, can be accessed without login, and provides live customer service and web and technical support. The service runs from 7am to 7pm CST (Central Standard Time), while after-hours messages can be left through the chat function, and users can discuss the status of orders, account-related inquiries and technical questions.
Clover reported later in October on the feature’s “positive feedback”, with 97 customers trying the live chat during its first week and 93 percent giving “excellent reviews”. Now, it has revealed it is “proud” of the “highly-rated” feature, which has maintained a performance rating of above 93 percent and has seen “more than a thousand” live chats, with an average response time of 35 seconds. Among topics asked about are “toner compatibility, technical issues, product availability, and shipping timelines”.
In December 2015 alone, there were 358 chats in total, and “based on user scores for overall chat, responsiveness, knowledge, and friendliness”, Clover saw an average rating of 4.66 out of 5 stars. Luke Goldberg, Senior Vice President of Sales and Marketing for Clover Imaging Group, commented that “we’re proud of the high rating and high usage of our live chat capabilities. The numbers prove there was a need for this in our marketplace and we’re happy to be providing a service that our dealers can utilise to improve their own business’ needs.”
Categories : Around the Industry