Consider that the window to win or lose brand loyalty is a mere 76 seconds, according to LivePerson’s second annual “Connecting with Customers” research. The comprehensive global study examined trends in online behavior and consumer expectations.
According to the study, 69% of consumers are more likely to be loyal to a brand that provides live, human assistance at critical moments, and 82% indicate their perception of a brand improves when live chat is available. Consumers expect access to real-time help within 76 seconds....