Predicting what the future of customer service will be like a few years from now there is absolutely no room for doubt that artificial intelligence is going to transform the way businesses interact and engage with customers. In fact, chatbots are already dramatically changing the way customer service is provided in various industries.
Gartner predicts that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human. A survey by Oracle found that 8 out of 10 businesses have already implemented or are planning to adopt AI as a customer service solution by 2020.
According to a recent report by Grand View Research, the global chatbot market is expected to reach $1.23 billion by 2025, a compounded annual growth rate (CAGR) of 24.3%. Within the global chatbot market, approximately 45% of end users prefer chatbots as the primary mode of communication for customer service inquires. >>>
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. >>>
There’s no question that live chat is getting huge as more and more businesses are adopting the tool to stay competitive in the industry. In fact, according to Gartner, by 2018, over 80% of companies will offer some form of live chat on their website or on mobile devices to interact with their customers. Is your business still lagging behind the trend?
There are many reasons why offering chat support might be a valuable customer service strategy. One of the most compelling arguments is that customers have come to expect it and they absolutely love it. The SalesForce research found that 64% of consumers expect companies to respond and interact with them in real-time, while 80% of business buyers expect the same.
People aren’t just using live chat, they’re actually getting more satisfaction out of it than from any other support channel. As stated in the Zopim survey, 94% customers proactively invited to chat were somewhat or very satisfied with their live chat experience. >>>
In spite of all the tech advancements available for businesses today, many still operate under the presumption that their customers prefer the “good old days” of picking up the phone and relying on a human agent for all their customer support needs. While there will always be place for phone in customer service, in reality the majority of customers don’t really want to go back to the “good old days” and call you to get their questions answered.
The infographic below provides some impressive stats drawn from various researches proving that self-service, online chat and social media are becoming the preferred customer support channels for a growing number of consumers. It’s no wonder that customers all over the world increasingly leverage these channels for customer service, as they allow them to get quick, accurate and relevant answers with no need to being put on hold or having to deal with unfriendly agents. >>>
There are many challenges that new as well as established entrepreneurs have to face while setting up and growing their website and trying to make it more profitable. Among the variety of different tools designed to help the entrepreneur to meet those challenges, live chat support for website is one of the tools which help to win more customers and establish a stronger connection with them – a goal valid for the whole lifespan of an enterprise.
How exactly is live chat able to assist your business growth? Below are the 6 benefits you will instantly recognize after adding live support to your website and making your website visitors and existing customers aware of the contact option available to them. >>>
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. >>>
Millions of businesses use Live Chat software for customer communication needs. From small start-ups to major corporations, Live Chat makes it super easy to handle customer interactions on the spot, bringing along high speed of resolution and incredible ease of use for both website visitors and support agents.
To help you create a better customer experience, we’ve pulled together step-by-step instructions for getting your Live Chat tool up and running in no time. Let’s quickly cover the main things you need to do to get started on Provide Support. >>>
According to eMarketer’s latest forecasts, worldwide business-to-consumer (B2C) ecommerce sales will increase by 20.1% this year to reach $1.500 trillion. Due to growing demand on online shopping more and more retailers expand their business to online stores. Such bricks and clicks companies are more flexible and offer their goods both in-store and online. However, small businesses which offer their products only online have also found their niche in successful ecommerce sales.
Not only online shopping convenience and popularity result this rise. Modern market of content management systems (CMS) and shopping cart software lets retailers create their online stores from scratch without taking much effort and spending much time and money. The number of such websites grows rapidly. However, to create the website is not enough to start selling right away. So, what do online business newbies need to do to achieve ecommerce sales success? >>>
Your website is a face of your business. Not only it sells products or services, it represents your company’s values and culture. To attract and retain customers your website has to clearly communicate that customer satisfaction is a priority. How do you show them that you really care and value their time? What can be done to improve user experience on your website?
In this article we will take a look at a few great tools designed to make your website visitors feel more comfortable as they browse through the pages, look up information or make their way through to a successful purchase. Amazingly, these tools would also help you save costs, increase sales and make your support more efficient. Sounds like a miracle, doesn’t it? >>>