Improving the customer experience with the aid of chat. : How to increase online customer experience with the aid of chat

Abstract

Multiple companies are facing new issues nowadays, as their customers are more and more online. Having an excellent customer service to increase customer experience is one of the critical parts to retain customers and nowadays organizations need to succeed also in online customer experience. It is not easy to attract, convert and retain customers in today’s world. This thesis is looking into customer experience and more deeply into online customer experience and how and why chat can affect the online customer experience.

This research aims to help understand better how customer experience is formulated and especially how online customer experience is formulated and how and what needs to be done to improve their online customer experience. The research questions for this research is as follows: How chat affects online customer experience and what organizations could and should do about it and why?

The research question itself is answered through a questionnaire, which will provide accurate data from today’s customer’s needs. The questionnaire was openly published to different social media channels and respondents were encouraged to reply from customers’ point of view. The survey was planned to be answered from the customer end. The responses clearly indicated that speed is the key in chat and with an excellent chat you can earn more trustfully and loyal customers who are willing to recommend one's company.

On these bases, it is recommended for the companies to be fast in chat to retain high online customer experience for customers and also try to avoid neglecting chats importance. Also if customers did not receive the necessary service quickly, they are fast to change companies. As the world is continuously changing, there should be further studies done, as the digital world will not be the same place after year or two. There will be new innovations and styles to contact companies, which we do not know yet. Therefore continues studies in this field are required to stay ahead of the competition.