Gone are the days when live chat was nothing but a nice to have customer communication channel. Today, more than 41% of customers expect to see the live chat on the website they visit. In customers that use their mobile device to browse your site, the number can go up to 50%.
Thankfully, companies today are beginning to understand the importance of live chat in improving sales and are incorporating live chat into their communication strategy. There are several reasons why you should too join the team. Here we go:
1. Customers Prefer To Live Chat Over Any Other Contact Channel
Customers today expect the best of both worlds while shopping. While most do not want to go out shopping, they want the convenience of having a store assistant within arm’s reach to answer all their queries. Live chat can be a useful tool offering instant assistance to customers during online shopping.
As per J.D. Power, live chat has become the top digital contact method for online customers, as a 42% of customers prefer live chat compared to just 23% for email, and 16% for social media or forums.
2. It Is Easy To Cater To Customer Service To Multiple Customers Through Live Chat
Studies show that it is possible to respond to as many as six customers at once via live chat. Therefore, you can easily cater to more customers in a short period. As a result, customer satisfaction level in live chat is higher than all other customer communication channels.
3. Companies That Use Live Chat Increase Revenue
Live chat can alleviate business growth. According to CrazyEgg 38% of customers are more likely to buy from a company if their website has live chat support.
Live chat is an excellent way to bring visitors back to a website. As per Kayako, 79% of businesses think that incorporating live chat resulted in a boost in customer loyalty, sales, and revenue. Companies with live chat can assist their customers while they are making purchasing decisions, resulting in more conversion.
4. Provide Real-Time Customer Support With Live Chat
Live chat allows your customers to get an instant response to their queries and issues. For this reason, 79% of customers prefer to live chat because of the immediacy it offers compared to other channels. However, customers do not take it kindly when the response to their chat is delayed. The speed of response plays a significant role.
If due for any reason, it is not possible for you to provide chat support round the clock, you can outsource your live chat support operations to an experienced retail call center partner like Ameridial.
5. Using The Live Chat To Improve Customer Satisfaction Rates
Live chat has a positive impact on the customer satisfaction rate of a business. 82% of customers were satisfied with their live chat experience, compared to 61% of email users and only 44% of phone users.
As live chat can provide your customers with immediate response, it has the power to boost the satisfaction level of your customers instantly.
Live chat has become one of the vital customer contact channels of modern times. If you want to boost customer satisfaction or revenue, live chat can be the best tool for you. In case you do not have the resources to provide your customers with 24/7 live chat, you can outsource it to an experienced multichannel call center like Ameridial, which has a team of experienced and skilled chat agents. For more information about our call center solutions, contact us today!