Customer experience (CX) has become the need of the hour because of the changing consumer behaviour. Consumers now prioritize business depending on the exceptional CX they savour. It is one of the valuable ingredients for businesses to strive in the market and to be in a long run. Live chat is now an integral part of good CX as it enables you to connect with customers in real-time, directly on your website or mobile.
79% of customers prefer online chat support over other communication channels because of the immediacy it provides and it leads to customer satisfaction.
Being available when a customer needs during real-time builds brand loyalty which in turn increases customer value lifetime(CLTV).With live chat service businesses are able to understand customer needs align their services to meet their expectation.
what is chat support?
Live chat support is the means of providing real-time customer service or support to the customers via messaging, and it’s done either on the website or through the mobile app. Online chat is an efficient means to address customer queries efficiently and build harmony with the customer.
Live chat is a two-way conversation, wherein the customer contacts for his real-time concerns and the live chat is a proactive way of supporting customers and it avoids the customer running into a series of to and fro conversations. Now it is a proven way to indulge in customer interaction.
Importance of chat support
The Covid pandemic has changed the way world as we know it. The linear “ I sell, you buy, the end” journey hardly exists in today’s hectic information age.
Consumers are more educated nowadays than they used to be in an older time. Information is available to them at the tip of their finger. The buying process has evolved with the information age, they have the advantage of comparing solutions. To sustain in the market we not only need to invite new customers it is also necessary to a retain old customer. To retain a old customer the customer needs to happy with your service.
The whole idea of communication has changed radically. Talking over to friends and families through a phone has shifted to texting. It applies to the workplace also. So it is appropriate to say that, we don’t talk anymore, We chat.
It is the ease of communication that we have adapted to the new mode of communication- you can chat while commuting on the train, waiting in line at the coffee shop or chilling on the sofa watching Netflix. Multitasking is possible while messaging, as it doesn’t grab your entire attention. You get enough space to reply at your convenience.
After the outbreak of the virus, there seems to be a new dawn in digital commerce. Competition and buyer empowerment have become stronger than ever. Those businesses who act ignorant of the customer preferences are going to lose in the long run , as they are missing out on the customers and the profit.
Consumers have high expectations while talking with a business. Live chat enables the customer to start a conversation at any point in time. In this way, you are understanding and resolving the customer queries throughout their buying process and allowing them to have a pleasant customer journey. Let see the chat messaging means:
Live chat on the contact page of your website allows the customer to get in touch with you directly and get the support they want.
Proactive chat on the features page ensures that you are available to explain complex functionalities.
Live chat on your checkout page assists the customer to clarify any doubts pertaining to their cart and will ensure they don’t abandon the cart.
WhatsApp and Messenger are some of the popular messaging apps with people now, integrating your live chat solution with such messaging app enable mobility for the customer.
Live chat has become mandatory for businesses as it goes the extra mile in customer service communication quality. Customer service is the backbone of any business now, live chats satisfy the customer expectation by providing faster and personal assistance.
Live chat has become a tool for branding as it helps businesses to easily communicate. Let’s find out why it is so:
Live chat is very conversational
In live chat support, the conversation happens in real-time with the ability to share links, collect customer information and deliver support in the right manner following live chat best practices.
Live chat provides contextual support
At times it is seen that customers can relate to their issues in context with visual effects like co-browsing and video chat.
Live chat support is more human
Live chats are a personal way to communicate with customers, the customer queries and concerns are met in a more personal way trying to figure out their true concern and resolving it with immediacy.