When a customer has a problem, the last thing he or she wants is to be stuck on the phone minute after minute–sometimes an hour–just to get an automated list of unhelpful choices. Customers want to be treated quickly, efficiently, and, ideally, in person. However, there are many times when meeting in person is not an option. More and more companies are implementing live chat service into their websites to deliver quick answers and great service.
Proven Success
According to the 2013 US Wireless Customer Care Full-Service Performance survey, 42 percent of customers have used live chat over email or social media forums. Client satisfaction skyrocketed when clients used easy live chat features on companies’ web pages. Help is available immediately, when the customer wants it. And, the customer service representative can access additional tools. He or she can draw on browsing history and other important features not available by telephone.
According to Bold Chat, 31 percent of online shoppers say they are more likely to make a purchase after a live chat service experience. With live chat, the customer feels confident in their decision. They receive answers to their questions before they click away from the purchase page. This immediacy brings the benefits of the in-person experience online and makes customers more likely to remain engaged. Satisfied customers equal higher conversion rates. With live chat, representatives can handle more questions and increase these overall conversion rates even more.
Studies show that customers are highly unlikely to make a phone call or send an email for help in the midst of browsing. However, these same studies indicate that “77 percent of people shopping online would like to chat with a real person before making a purchase, and over half say that the lack of interaction is what caused them not to purchase.” It is obvious that customers want the same convenience of the store experience in the comfort of their own homes. Live chat is the perfect avenue for companies to meet that desire.
How to Set Up Live Chat
So, we’ve seen that customers more satisfied when they use live chat. And, they’re more likely to continue using your products and services. But did you know that live chat is low-cost and quick to set up? Small and large businesses alike can reap the benefits.
The initial set-up, integrated with a CRM or e-commerce platform, takes 10 to 20 days to launch. Technology teams will be happy because they can keep costs low. Live chat is an easy solution that keeps businesses and customers alike happy.
Save Time and Money
Businesses also benefit from reduced time that their representatives spend on each customer. Due to the quick pace of service compared with phone service, staffing costs shrink. According to a Vivocha, a cloud-based communications service, “saving just one second per chat can result in overall time savings of 40-80 hours per year.” One agent can convert more service questions than before. That means fewer people can do the same amount of work. Also, live chat supports servicing multiple customers at a time. Agents and representatives work smarter, not harder, while still satisfying customers!
Adding live chat to your website seems like a no-brainer. Not only will your customers be more satisfied, you will save money and use your tools and talent more effectively. As the popularity of live chat grows, you may find it an easy solution for customer service satisfaction.
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