According to Catering Insight magazine article by Matt Dyer Head of digital customer service consultancy at Sabio – ‘web-chat can boost online ordering’.
Can it really though? I think it depends.
Here at dishwashers direct we sell commercial dishwashers, glass-washers, ware-washers and other essential add on ware-washing products.
When we engage with our customers the first port of call for them is to Google for dishwashers and then after a wander around our website and those of others, they phone us.
I think, customers who want dishwashers use the phone to communicate for two main reasons:-
The second point deserves more examination, for the following reasons.
It is generally accepted that email/webchat can only provide content and so is 7% effective, whereas phone conversations can communicate tone and content thereby being 45% effective. In other words when it comes to giving advice to customers on dishwashers, phone dialogue is best.
As a new generation super digital literate generation start to come through to dominate buying decisions then this will change – but in the purchase of commercial dishwashers – not yet!
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