Lance Camper Manufacturing Corp. launched a new “live chat” customer assistance functionality on its website, lancecamper.com.
The company said that it believes to continually improve the overall customer experience, 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, Lance Camper 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 that live chat has become the leading digital contact method for online customers, with 42 percent of customers preferring live chat compared to just 23 percent for email and 16 percent 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,” said Rogers.
