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How Live Chat Support Service Can Improve Customer Experience

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John Perez
How Live Chat Support Service Can Improve Customer Experience

Live chat is an online communication tool that you add to your website. It helps people who visit your website, to ask questions or to find valuable information. It provides real-time answers to customer’s questions, giving them an instant solution for what they are looking for.

Companies from major banks to small e-commerce stores now use live chat to provide better service to their customers and improve response times. Almost 75% of people prefer to use live chat service in real-time for answers. From 2012 to 2016, the number of consumers using live chat increased by 50%. According to a survey, 68% of people engaged in live chat and 63% prefer getting back to a website with live chat for repeat purchase. Businesses are realizing that live chat has the power to grow their business. Almost 79% of businesses offering live chat had a positive effect on sales, revenue, and customer loyalty.

With the above numbers, it is clear that live chat has an important role in customer service. Several factors are also considered while dealing with live chat. To improve the customer experience, a chat widget should be clearly visible on the website. It adds a human factor to your website and effectively assigns your customer service agents to provide real-time answers.

Here are 5 reasons how live chat service can improve customers experience :

 

  1. Convenient For Customers

It connects customers directly with an agent. There is no need to dial a number and wait for a call to connect. All the purchase-related queries are solved on time and allows customers to multi-task. Over 51% of customers like live chat because it allows them to multitask. So customers can continue with their other work if they have to wait for a few minutes. Nowadays, customers prefer to shop or search for queries on mobile. Live chat tool is mobile friendly, which allows customers to get answered on mobile instead of sitting near a desktop or laptop.



  1. Customer Service And Loyalty Is Improved

A survey of 2000 consumers found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support. So it is clear that customers return to businesses that provide live chat. The reason for the satisfaction level is the efficiency and immediacy of the experience. It provides quick answers to queries related to product and solves problems faster.



  1. Improve Website Experience

Now customers no longer have to wait for their queries to get answered. Instead, they have their queries answered by a live person. According to research, 57% of customers abandon their purchase if they can’t get their questions answered quickly. In addition, 44% of online consumers stated that having their questions answered while they are in the middle of a purchase is one of the most important features a website can offer. Live chat is commonly found on the home page, but another way to use live chat to improve the website experience is by placing chat in unusual places, such as 404 pages. Customers usually leave these pages. Live chat can help them to navigate and find the information they need.

 

 

  1. Expenses Are Minimized  

Companies are using the traditional way of phone support for customers to get in touch with them. This method is very costly in terms of toll charges, overseas charges, and person costs. Live chat will not cost more than an email provider and is cheaper than phone support. According to research, live chat customer service is 17% cheaper than a phone call. It is because live chat allows an agent to multitask and help several customers with their queries. Live chat agents are capable of handling more than three chats simultaneously which saves a lot of cost on hiring and training additional agents.



  1. Share Chat Transcript With Customers

Sometimes, customers want to refer back to the conversation after the chat is over. It is especially important when agents have provided step-by-step procedure for troubleshooting the problem. It is similar to recording phone calls for quality or training purposes. Sending the transcript to your customers proves that you are recording and monitoring the conversations. So customers will not reach you again when they have the same problem again. That is why live chat is cost-effective as compared to phone support.



Live chat is the fastest channel to contact online, but still many businesses fail to utilize its benefits. If you want to succeed in business today, you cannot ignore live chat. Customers like to use live chat to communicate with companies while visiting a website. It will help to decrease support costs and increase order value and overall sales.


If you have a business and are looking for 24/7 live chat support, contact Suma Soft. If you need help, drop a mail to [email protected]

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