5 Reasons Why Live Chat Tool is a Must-have Tool For Every Business WebsiteSeptember 12, 2017 | admin
You don’t need to be a marketing professional in order to understand that high quality customer service is highly important for long-term success of your business. If you provide a memorable experience to your existing customers every time, they will become your vocal advocates as well as help you grow your customer base. Remember, everything begins & ends with the customers. If you don’t take proper care of your customers, your competitors will.
What is live chat and how can it help you win customer’s trust?
Live chat is a customer service tool that enables visitors of a particular site to contact employees or operators of the site for assistance and support. It is by far the simplest & fastest. It has been found that over 92 percent customers feel satisfied when they use the live chat tool, as compared to other communication options such as social media platform (Twitter 77 percent, Facebook 84 percent), web form (85 percent), email (85 percent) and voice (88 percent). It helps to solve the problems of the customers instantly and painlessly and therefore enhances customer satisfaction & help businesses increase their sales as well as conversion rates. Today, a huge number of businesses are using live chat windows in their websites & it is expected that others would start using them soon.
Here are some interesting live chat statistics that will prove that customers love live chat
- With over 92 percent customer satisfaction, live chat leads the way over e-mail, telephone, as well as social media support.
- More than 77 percent of customers said that they will not make a purchase if there is no live chat support.
- Over 73 percent of customers said they were satisfied with their live chat experience, surpassing all other channels.
- More than 63 percent of customers said they were more likely to return to a site that uses live chat tool as opposed to one that doesn’t.
- Around 79 percent of customers said that they prefer live chat tool because of the immediacy it provides.
- Over 44 percent of customers said that having a live chat executive available during an online purchase was one of the most important features that a company should offer.
- Over 42 percent of customers said that not having to wait on hold is an important reason why they prefer live chat.
Have a look at some of the top benefits of live chat tool
Live chat can help customers resolve their problems instantly
Live chat enables you to solve your customers’ problems faster, give quick answers to customers’ queries about your products as well as provide assurance to the customers that you are always there when they need you. This is a simple, yet very effective, way of improving both customer service as well as loyalty.
With live chat, you can reduce expenses as well as increase efficiency
Live chat is a lot cheaper than phone support. Apart from this, it enables your team members to multitask as well as assist several visitors at once, helping you increase your efficiency. With proper training, most live chat agents are able to handle 3 or more chats simultaneously.
Live chat helps businesses drive more sales
There are many crucial pieces of information like contact details, product interest, etc within a live chat conversation. These information help businesses follow up with interested & engaged people as well as drive more sales eventually.
An American Marketing Association study has revealed that live chat help increase conversions by around 20% as well as that the typical ROI rate from paid live chat software for sales teams is around 300%.
It helps develop deeper customer relationships
Customer retention is very important for long-term growth of your business. Returning customers often spend more as well as refer family members & friends in their network. Using a live chat tool can help foster these long-term relationships as it shows that you truly care about your customer’s input as well as happiness.
It will help you stand out amongst your competitors
In this highly competitive business environment, it is highly important for businesses to stand out as well as differentiate their business from others. A live chat program can help you do that. It will help you focus more on the needs of your customers. Also, by knowing what experience your customers are having with your business, you will get a scope to improve your products or services.
So what is stopping your business from implementing such a useful tool? Live chat tool will not only help your business improve customer satisfaction but also it will help you drive more sales. Also, you will be able to stand out amongst your competitors as well as take your business to a new level by having Live Chat tool on your website.