Corporate Users Want To Solve Tech Problems Using Online Chat: Survey

Seventy percent of corporate users who have used online-chat to resolve their consumer problems say they'd also like to use online-chat to fix technology snafus in the office, according to a new survey.Online chat between help-desk workers and users could be more convenient and faster way to solve technical problems at work than using the phone or email for many employees, according to a survey of 301 individuals by Decipher, Inc., an independent online market research firm. The survey was commissioned by SupportSoft Inc., a maker of technical support automation software and services.

Each of the survey respondents use a PC daily on the job, are employed by companies with more than 1,000 workers, and have used web-chat for customer-service or technical assistance outside of their workplace.

Of those surveyed, 69% said they'd want to use web-chat to solve technical problems at work. Seventy-one percent think web-chat is the most convenient way to resolve their technology problems; 52% thought it would be the fastest; and 42% thought it would be the easiest method.