Lance Camper Manufacturing Corp. launched its new Live Chat customer assistance functionality on its product website, lancecamper.com.
To continually improve the overall customer experience, the company said, live chat has moved from a “nice to have” feature to a “must-have” feature of digital communication.
“The lancecamper.com website continues to grow significantly year over year and is the primary source of information on the company and our products,” said Bob Rogers, marketing director. “Our customers preferred channel of communication is digitally and, on our website. Staffed by both Lance service and sales personnel, our customers are now able to receive an instant response to their questions in minutes vs what had been hours or even days in the past.”
J.D. Power found live chat has become the leading digital contact method for online customers, with 42% of customers preferring live chat compared with 23% for email, and 16% for social media or forums.
“Along with input from our new owner survey, our service departments feedback and our social channels, live chat has become another tool to listen and respond to what our customers want,” Rogers said.
