If you have ever struggled to get a hold of customer support via phone and the email you sent hours or days ago still has not been replied to, then you are not alone. In today’s business landscape, companies are doing everything they can to lower costs and set their business up for the uncertainty of the current economy. This could lead to customer support personnel being swamped with requests and longer response times.
In an effort to help with this, companies have added chats to their websites. This led to the discovery that 46% of consumers prefer to use the website chats than any other method of communication. (source on that statistic: https://www.superoffice.com/blog/live-chat-statistics/).
CGM has expanded its team of people to help reduce wait times for customer service requests, but we also saw the trend of consumers preferring to use website chats. For that reason, we added the chat to our website. We want to be available to our customers in whatever way they prefer.
My guess is that anyone who uses website chats has encountered a chat that is a bot. CGM looked into this option as well and decided that it would not be the right decision for us. CGM has always prided itself on the personal touch and being there for our customers. We wanted the personal feeling of a real-life person on the other end of the chat.
So, whether it is by email, phone, new school webchat, or old school fax, CGM is here to support our customers and provide the quick and accurate information they need.