CONSUMER SURVEY

Live Help Online: The Consumer View

Voice and Text Chat
A Consumer Research Study Commissioned by ATG

Download Live Help Online — The Consumer View of Voice and Text Chat

The online survey polled 1,052 U.S. consumers and asked them a range of questions about how they prefer to use online customer service when browsing, researching, and buying a broad range of products and services. E-commerce sectors included retail and consumer goods, financial services and banking, travel and hospitality, telecommunications services, and cable TV.

Key questions of the survey include:

  • How important is live online help on B2C e-commerce sites?
  • What factors drive consumers' use of different customer service options (including live help)?
  • How useful is live help in different demographics and phases of the buying cycle?
  • Get the Complete Survey Results