Live chat has been around for quite some time, first as a means for personal correspondence and lately as a way for businesses to assist and engage their customers.
As customer expectations continue to change and become more omnichannel friendly, it comes as no surprise that more and more businesses are benefiting from using live chat in customer support.
In fact, a Forrester study called “Making Proactive Chat Work” reports that 44% of online consumers say that “having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”
That’s not to say that voice support is going anywhere soon, but as a customer service channel, live chat is killing the competition.
How so? Let us count the ways.
1. Live chat saves you money
As a customer service solution, live chat is very cost-effective. For one, a single chat agent can handle multiple chat sessions simultaneously. Unlike voice support, live chat in customer support allows agents to multi-task, thus reducing the need to hire more agents.
What’s more, costs involved in implementing live chat are far cheaper than the rates involved in fielding toll-free calls, so you’re getting a big bang for your buck.
2. Higher customer engagement
While there are customers who would rather speak to an agent over the phone, more people — particularly those who are technically-savvy — prefer talking to service providers using live chat software.
The proof is in the pudding. In a survey conducted by emarketer.com, it was found that 63% of customers are more likely to return to a website using live chat in customer support.
It’s not difficult to guess the reason why. For one, live chat doesn’t require customers to dial long phone numbers and go through voice prompts.
3. Boosts sales
According to a Forrester research, 44% of online customers say that being guided by a live chat support person in the middle of an online purchase is one of the most important features an e-commerce website can provide.
It’s not hard to see why this is the case. More often than not, a potential customer will have a few questions about a certain product that interests him or her. The fact that even a little uncertainty can cause a site visitor to change his mind at the point of sale makes live chat an invaluable asset in customer support.
4. Live chat builds your reputation as a customer service-driven business
If you want to instill trust and loyalty in your customers, you need to establish your business as a customer service powerhouse. And one of the best ways to pull this off is to offer them a wide range of communication channels.
By adding live chat in your customer service channels, you are going a long way into leveraging your brand’s presence online. What’s more, it directly addresses a common issue that customers often encounter when shopping online. A live chat agent instantly does away with that issue, speaking volumes about your business’s pedigree as a customer-centric organization.
The role of live chat in customer support is only going to grow in the years ahead. There’s no question that investing in one is one of the best decisions you can make as a business owner.
Of course, that decision can only pay dividends if you execute it correctly. You can get a good head start by choosing among the best live chat solutions available in the market.