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British MVNO operator TalkTalk , has been focusing on improving chat-based customer support.

It can be extremely frustrating calling a company’s customer service line. From poor connection to long delays, we’ve all been faced with the struggle of dealing with inefficient call centers. That’s where Live chat comes in.

Live chat has shown increasing popularity in the customer service realm. It is a great tool that provides timely customer service in the easiest way possible. According to eDigital's Customer Service Benchmark, live chat has the highest satisfaction levels for customer service channels, with 73 percent of customers satisfied after a chat experience.

TalkTalk is planning on spending the next year improving online chat services. TalkTalk has partnered with LivePerson, a cloud based platform, to help make the leap from a telephone-based customer service company to a more technology advanced live chat platform. The benefits of investing in live chat are endless. The proactive customer service platform will distinguish TalkTalk from its competitors.

TalkTalk ideally wants to quadruple its number of online engagements, and drastically decrease the number of telephone calls that their contact centers receive.

“Our customers don’t always want to have to pick up the phone or send an email when they need help online,” commented Sholto Mee, Head of Customer Services for TalkTalk. “They want fast help, in real-time, while they are on-site. We believe that digital customer service is the future, and we want our customers to be at the forefront of that revolution.”

Not only does TalkTalk want to increase their participation with customers in an online setting, it wants to humanize these interactions, combining traditional communication with a new technological spin.

“As the traditional ways of interacting with customers, like telephone hotlines, become obsolete, it’s vital that we invest in new technologies like LivePerson’s (News - Alert) LiveEngage to maintain high levels of customer service in the brave new digital world”, explained Sholto Mee.

The moment towards live chat customer services comes after the company’s best quarter to date.