Some tech trends fizzle out and die a quiet death, unlike others which make a significant difference in the industry. Chats is the most powerful form of customer service which creates one to one interaction between users and your business.
No matter what type of apps your business requires, all you want is to create a better user experience and boost your future prospects.
According to a survey of American online consumers, 68% of customers engage in live chat option and 63% prefer getting back to a website with live chat feature for a repeat purchase. Live chat option is a great tool to level up your customer services. This feature helps you to build customer confidence in your product and thus helps in improving your conversion rates. As adoption rates for the companies that use chat are increasing by leaps and bounds, it’s only a matter of time before all of your competitors are using it. The responsive, goal driven live chat empowers qualified leads to take the next step and convert. Live chat feature amplify your sales by engaging, qualifying and converting more leads.
According to the study of Econsultancy,73% of customers feel satisfied when they use the live chat feature which is high as compared to the other options.
Real-time customer support using live chat
Consumer expectations for response time, availability of information and immediacy of need satisfaction are growing by the day and it is forcing all the businesses to rethink their approach to consumers
A study by Firstperson found that as many as 77% customers won’t make a purchase on a website if there is no live chat option available. This feature increases your efficiency by allowing to handle multiple chats simultaneously. The number of messages exchanged alone doesn’t just impact customer satisfaction, time to the first reply also plays a major role in its scenario. So, it’s not surprising that 79% of customers say that they prefer live chat purely because of the immediacy it offers compared to other channels. It also reduces overall helpdesk center cost by lowering the waiting queue time and increases the average order value and hence leads to a hike in sales.
Quick responses means happy customers and a reduced burden on your customer service team.
When you buy a product what’s better than having someone from the company to communicate with in case you have any query, issue or concern. Having a live person answering your queries is way more satisfying than automated bots. Providing support teams is not just a great way to optimize your customer services but also helps you to build a long-term relationship with the customer. Thus, establishing an online chat feature and making it noticeable on your homepage is of high value to your business.
End users not technologies shape the market. Consequently, marketers need to stay abreast not only of technological developments but also of the way people respond to them.
– Matt Haig Author of Mobile Marketing – “The Message Revolution”
Feedback is one of the most essential features every business owner must consider. The voice of customer data is extremely powerful. Feedback definitely provides you and your developers a helpful insight and it becomes a stepping stone in improving your business and determining what works for your customers. Giving users the ability to provide immediate feedback not only shows that you care about their experience but having the quick chat to provide immediate suggestion or solutions helps you to hold on your customers maintaining your relationship. Thus, drives success for your business.
Consumer services are all about being there at the right time to answer your customer’s questions, deliver an exceptional experience when given the opportunity and then follow them up at the right time to secure an online review for your business. In the end, the goal is to get as many qualified and positive reviews as possible so that future prospects will choose your business over your competitors.
Live chat is useful to your business by:
- Increasing sales and revenue
- Providing speedy customer support
- Creating a better customer experience
Considering, chat is the fastest and effective communication tool to implement, then why you are not using it to talk to your customers.
If you are not using live chat already, now its good time to start!