Live Chat is everywhere you look around today. While the social media sites have completely utilized its power, there are many large brands who have also integrated this technology into their websites. Live chat allows the users to interact with the customer service professionals directly, in real time. The customers out there, today, are chatting away using their smartphones and computers all the while. So, they are in the habit of getting quick replies for their queries and problems. The live chat accommodates just this. When compared with traditional online communication modes such as email, phone calls and instant messenger services, the live chat is much easy to use. This is why your website definitely needs to integrate the live chat feature. And by including this feature you will get a list of great business benefits such as:
Customer Service Expenses are reduced
Phone support services can prove very costly for businesses, given the toll charges and per hour costs for professionals. Live chat even costs less than setting up for quality email support. A Forrester research found that live chat customer service is 17-30% cheaper than phone support. This is primarily because a live chat agents can tackle multiple customers at the same time.
Positive Impact on Sales
Many studies have proved that implementation of live chat feature inevitably leads to an increase in sales. A research by American Marketing Association proves that live chat feature at a website leads to at least 20% increase in conversion rates and an increase in ROI by 300%! The same study also proves that customers are thrice more likely to make a purchase when there is live chat facility at a website.
Increase in Customer Loyalty
Modern day customers really appreciate brands giving them access to live chat. A research by eDigital Customer Service Benchmark found that live chat catered highest customer satisfaction levels (at 73%), when compared to email support (at 61%) and phone support (at 44%). These numbers are significant enough to show why customers return back to perform business with websites having live chat. A consumer research study by Oracle, found that 90% of customers are happy to do repeat business with websites having the Live Chat feature.
Grow business by catering customer convenience
Everyone knows that the quality of products or services is the biggest benchmark for a successful business. But customer service is the second most important criteria. Live chat provides the customers instant access to the support staff and sales team. When the customers can quickly get in touch with relevant people to ask questions and seek clarifications, they stay open minded to spend more. An Econsultancy report shows that 51% of customers love the live chat as it allows them to multi-task while shopping, while another 21% like it because it allows them to shop while working. So, the live chat feature promotes customer convenience.
Gain a Competitive Business Advantage
So, what type of competitive advantage are we talking about here? A report by TELUS International found that only 9% (of 1000 websites) use real time chat services at their website. So, that means most of your competitors have still not invested in this technology. Now that gives you a great early mover advantage over competitors.
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