Customer service is a crucial part of any business, indispensable to building a sustainable clientele base and enabling companies to thrive. Both your business and your customers will benefit from live chat customer support.
Providing real-time customer support and connection with customers is crucial for businesses in this digital age. Live chat is the best way to connect with and support your customers.
Customer satisfaction is extremely high, satisfied with live chat compared to 61 percent for email and 44 percent for the phone call.
Customer satisfaction is only part of the picture – customer retention also improves. In a survey conducted by eMarketer, 63 percent of consumers said that a website offering live chat increases the likelihood of their returning.
What Is It About The Live Chat That Appeals To Customers?
Add a live chat to add an extra layer of customer service to your customer service channels, and here are six reasons why. Customers Appreciate The Convenience Of Live Chat. The benefits of live chat are plentiful.
- It connects customers instantly with a customer service representative. Having to call a number and push-button after button before speaking to an agent is inefficient.
- Customers can multitask using live chat. It is what sets it apart from other methods. Customers like live chat precisely for this reason. Customers can still do other things even if they have to wait a short time.
- Waiting time is negligible. There is no more waiting for hours on hold for customer queries.
- Customer conversations are archived. In addition to referring back to previous interactions, it is easier to guide users through issues.
- The customer service process is simplified. Live chat can resolve issues in a single session compared with email, which often requires a long back and forth.
- Customers can get immediate assistance with purchases. Forty-four percent of consumers consider the ability to speak to an agent while making an online purchase to be a valuable feature of the website. Consumers appreciate your help when making purchase decisions.
The ROI Of Live Chat Is High.
Business leaders continually search for cost-effective ways of handling customer support. One of those ways is live chat.
Telephone and email are the mainstays of customer service and have been for a long time. The setup of these systems is complex and time-consuming, resulting in frustrations such as long wait times and back-and-forth communication. In contrast, live chat tools are relatively inexpensive to implement, and they offer a range of additional benefits, making them a better communication tool.
The ability to respond to multiple questions quickly and provide real-time customer service helps your business save time, labor, and ultimately money.
You Gain An Edge By Using Live Chat.
Live chat is not always available on websites. Several companies have used live chat in recent years, although not enough (or successfully) to make it widespread. There are still some barriers to overcome. The potential is enormous.
Consider taking advantage of the live chat feature on your website to gain an edge over your competitors. Live chat will be no way businesses can overlook live chat in the future due to its many benefits. Companies without live chat will soon become extinct. Take advantage of live chat now to be the first. Get a head start on your competition. Brand your business around live chat and quality customer service. Live chat and customer support are great for creating leads and converting them into loyal customers. Take your business to the next level with live chat and train your agents.
Live Chat Will Help You Save Time.
Electronic technology and equipment can provide fast response times, so they expect the same from people. Maximizing productivity in as little time as possible is the best way to grow a successful business. Using live chat can help.
First, it is critical to examine response time and resolution time. Live chat can drastically reduce these times when you utilize it. The Zopim team analyzed 85K live chats and found that, on average, an agent replied to a client’s request in less than 23 seconds. Agent responses took less than 42 seconds on average. Saving time doesn’t just benefit them but also helps your clients.
How About Social Media Response Times?
Especially on Facebook and Twitter. Surprising? The savings are staggering.
Live chat is much faster than most other forms of communication. Consequently, just one live chat agent can handle more than 60 customer service tickets an hour. On the other hand, Twitter, Facebook, email, or phone requests have not received a response in an hour. Live chat is the best method for customer service when you consider the amount of time you save.
Sales Increase With Live Chat.
It brings increased sales online. The number of consumers who need assistance with online transactions is as high as 83 percent. Customers prefer instant messaging to live chat when buying online. It is quicker and more convenient. Customer support during the checkout process increases conversion rates.
Live chat on the Post Affiliate Pro website, for example, increased conversion rates by 23 percent. Having a live agent on hand is best practice since, according to Forrester Research, 45 percent of US consumers will leave a website in the middle of their purchase if they cannot reach a representative.
The report also found that 77 percent of consumers seek personal assistance before shopping online.
You’re missing out on sales without live chat. Are you able to afford it?
Based on these statistics, it’s evident that live chat is crucial to a positive customer experience and increased sales.
Customer Relationships Develop Through Live Chat.
For your business to survive and grow, you need to build long-term relationships with your customers, increasing their satisfaction and enhancing their experience.
Customer satisfaction lowers potential competition. Customer service has led to 89 percent of consumers quitting a brand after a bad experience. 86% percent of customers also said they would pay 25 percent more for a better customer experience.
Building long-lasting relationships with your customers with live chat is a fantastic strategy. Customer loyalty is easier to achieve when you genuinely listen to them, and bonds are easier to form.
More than three-quarters of consumers say that they fall in love with a company after a positive initial customer service experience, while 52 percent make more than one purchase from the company after good customer service.
To create a great experience, you have to start at the beginning. You are much more likely to gain a customer for life if you offer superior customer service with live chat on their first visit. Returning customers are worth 10% times as much as first-time customers are worth 10x as much as new customers. Customer support mainly consists of live chat.
If you want your customers to return to you time and time again, live chat is the best way to make that happen. Set up your live chat offering to beat your competition and increase traffic, sales and revenue. Watch your customer satisfaction scores skyrocket when you offer them instant communication.