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Benefits of Live Chat Customer Support
Live chat has no doubt become an essential prerequisite for an efficient and effective customer support service.
Customer service indeed plays a vital role in the success of any business. The success of any business is in its ability to build a solid customer base. Any company that has a solid customer following can afford to thrive and flourish long term. Jeff Bezos, Founder and CEO of Amazon explains that it is essential to treat customer service with importance. He went on to highlight that if you do build a great experience, your customers will tell each other about it. In his final words, he noted that word of mouth is mighty powerful, especially when it’s coming from a customer.
Customers are the greatest marketers any company could have; therefore, giving them the best experience, especially in customer service, is essential. Client reviews can affect your business in a positive or negative way. This is why companies try to offer great customer services so that their brands can garner positive reviews on websites similar to Online Writers Rating.
Live Chat in Modern Day Business
The 21st century features a world of business that has gone digital. Live chat, therefore, has no doubt become an essential prerequisite for an efficient and effective customer support service. Live chat provides customers with access to first-hand real-time support that generates satisfaction levels of over 75%. Other customer service platforms score lower in satisfaction compared to live chat with email scoring below 60% and phone 43%.
Companies with positive customer support systems benefit in several areas, including customer retention. Research proves that higher percentages of customers would more likely revisit websites that offer live chat support instead of one that doesn’t.
So, in case you’re asking, what makes live chat so special? Well, let’s find out.
Why Live Chat Is Essential for Customer Support
We will now try to scrutinize why live chat is gaining so much emphasis these days as a tool for customer support. Afterward, we will go on to see why you should integrate it into your company’s customer service channel.
The Convenience of Live Chat Customer Support
Live chat services are always available 24/7; therefore, it is convenient for your customers. The system can connect customers instantly with an agent without having to go through several processes.
Also, with live chat customer support, customers can multi-task while accessing help at their own pace. Most of the customers who have fallen in love with the service have revealed that they prefer Live Chat for this particular reason. Furthermore, customers can save the conversation. They like this because they can always go back to previous interactions to make references.
While emails are often a lengthy back and forth sequel, with live chat customer support, customers can have their queries resolved in one session.
Finally, customers appreciate the fact that they can interact with the business at any time while trying to make a purchase. Most customers like to speak with an agent at the instance of making online purchases; some say it is the best service a website can offer.
Economical Advantage of Live Chat Customer Support
Live chat gives businesses the most cost-friendly customer service solution. While phoning and emailing services have been the mainstay of businesses for several years, it costs more to setup. Also, maintenance is costly. Live chat tools, on the other hand, are cheaper to implement. The system presents the modern world of business with an array of several other added benefits. An outstanding interest among the pile is, of course, its superior communication channeling in real-time.
Also, the ability of Live Chat to offer real-time services to several customers while attending to multiple queries concurrently, saves resources.
Competitive Advantage With Live Chat Customer Support
With live chat incorporated into your customer service offering, you stand a better chance at competing with your rival counterparts. Although the service has been around for some time, it is still new, not a lot of businesses have adopted it yet. Out of the few who have, only a select number does well to integrate the best features and services.
Because of the many benefits that live chat offers, many businesses will soon adopt the service. However, integrating live chat now can win you the customer base that your company needs. With proper management of the service, you can keep those customers long term without losing them to latecomer companies.
Live Chat Saves Time
As far as service delivery is concerned, customers expect the same instant response that everyone has become familiar with, thanks to technology.
Live chat tools help to maximize productivity, especially in regards to quick and effective service delivery to multiple customers at once. Gone are the days where customers want to wait days, hours, or even a few minutes before they have their queries resolved. Such concerns are not a problem for Live Chat tools as this is, in fact, their primary purpose.
Live Chat Customer Support Amplifies Sales
Research shows that 87% of customers need support while trying to make a purchase or during online transactions. To this effect, the incorporation of live chat’s superior communication services, 24/7 availability, speed, and convenience will make customers feel more comfortable during transactions. Therefore, integrating a reliable customer support system into your business, especially what Life Chat offers, can quickly win conversions, which also means more sales.
Most customers affirmed that they would leave a website during an online transaction if no one resolved their queries quickly enough. Other customers included that if they do not get attended to by a human representative, they will cancel the purchase.
All in all, businesses that do not incorporate live chat services lose out on sales. You cannot afford to put your business under such detriment, whereas implementing live chat services are cheap.
Long Term Customer Relationship
The longevity of your business depends mainly on your ability to build long term relationships with your customers. Satisfied customers are not likely to convert to the competition. Live chat helps businesses build long term relationships with their respective customers, effortlessly.
Research shows that 89.99% of customers stopped doing business with a brand because of poor customer service experience. In another study, 88% of customers affirm that they are willing to pay 26% extra if they can get a better customer service experience with another brand.
Ultimately, live chat offers an incredible opportunity to build solid long term relationships with your customers. Customers feel a lot more comfortable with your brand when they can feel like you are always there to listen. Live chat provides this service effortlessly. Such dedication can form brand/customer bonds without difficulty; it is this kind of relationship that brings about loyalty.
A fantastic customer support experience makes customers fall in love with your brand and keeps them coming back. An excellent first impression can help you achieve this, and businesses can provide that through live chat.
An excellent first impression can go on to win a customer’s loyalty. Gaining loyal customers is good business also, because, on average, one loyal customer is worth ten times the value of their first time purchase.
Conclusion
As a business or a brand, every opportunity we have to interact with customers count. It influences whether or not they’ll want to patronize the next time. Ultimately, you owe it to your business or brand to be fantastic every time. As a person, you cannot always be available to meet your customer’s needs. However, automated tools like a live chat customer service system can be incorporated to do the job effortlessly. Innovative businesses should consider this since it plays an essential role in the productivity and revenue of your business.
About the author:
Tiffany Porter has been working as a Chief Writer at Online Writers Rating reviewing variety of writing services websites. She is a professional writing expert on such topics as digital marketing, blogging, design. She also likes traveling and speaks German and French.
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