With the growth in messaging apps and automated bots, live chat is becoming the most popular customer service channel that offers huge opportunities for businesses, from support to marketing. In fact, more and more businesses are realizing today that live chat is much more than just a budget-friendly support channel. According to Kayako research, 79% of businesses say offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Why Do Сonsumers Love Live Chat?
Because they want quicker service, faster resolution and greater flexibility. Live chat offers immediate support with no need to wait on hold: Zopim survey found that it takes a service agent less than a minute on average to reply and resolve an issue. But most importantly, it’s convenient. People can carry on working, shopping, eating or whatever they were doing while maintaining a chat conversation. It’s customer service that perfectly fits into their lifestyle. >>>
A new era of technology is transforming the customer service landscape, and today’s small businesses are challenged to keep pace with the changing times. With more and more channels becoming available for customer communication, many small business owners naturally start questioning themselves which of these channels would be the best fit for their customer support needs. With limited resources, they often have to choose just a few that would be most cost-efficient for business and convenient for both the customers and service team.
Live Chat has proven itself as a highly effective communication method that allows delivering customer support in real time. Statistics show that Live Chat is especially well-suited to answering simple queries and pricing/product questions customers might have while shopping online. This communication channel is also reported to significantly reduce customer service expenses, as the cost of a single Live Chat interaction is one of the lowest compared to other customer support channels. And last but not the least, customer support agents absolutely love it. >>>
“We are what we repeatedly do. Excellence, then, is not an act, but a habit.” — Aristotle
Being successful in any field is about constantly doing the right things. Expertise and professionalism in customer service yield from thousands of routine customer interactions we perform daily. The way these communications are handled can make a huge difference. Not only they have direct impact on company’s relationship with its customers and overall business image, they also define how we — customer service representatives — feel about ourselves, our jobs and our lives.
If you are constantly facing defeat and frustration, suffering annoyance and embarrassment at the workplace, most likely you are not the happiest person on the earth, even outside work. On the flipside, when you enjoy what you do and feel great about helping others and making their lives easier, you are likely to keep calm, sober and dedicated to work even in most challenging and difficult situations. >>>
No matter the industry or the size of your business, great customer service usually comes down to reducing the effort customers have to make in order to get their questions answered and problems resolved. Live Chat has actually become one of the most effective customer service channels that allows businesses to provide that instant online support with minimal customer effort required.
When considering to implement live support chat a common question business owners ask is: ‘Will our customers use it?’ A recent Software Advice survey proves that the answer to this question is ‘yes’: 56 % of respondents report using live chat at least once while over one-third (39 %) say they have used it more than once. At that, live chat is more popular with younger generations (aged 18 to 34) who prefer using it to get answers to simple queries and questions they have while shopping online. >>>
Live chat has been dramatically gaining popularity among online shoppers over the recent years. Today 30% of buyers expect to find a live chat tool on a website. However, what other benefits than real time live chat assistance does this tool bring?
Implementing a live chat solution will result not only in increased customer satisfaction level and boosting sales but will also facilitate your company customer care workflow and reduce operation costs.
This infographic shows main facts about live online chat software, what kind of benefits can be noticed if a live chat tool is being effectively utilized in your customer service cycle and what are its main advantages for businesses. Do you use live chat software for your business? Share with our readers what kind of benefits you have noticed while using it.