The advantages of live chat go far beyond simply providing your consumers with a faster and more comfortable means to contact your customer care team. Live chat may improve agent efficiency, help you get to know your customers better, and inform your product decisions, in addition to boosting the customer experience.
Advantages of chat support
1. Live chat support improves customer satisfaction
Customers always need quick resolution and don’t have time to wait in a queue. 59% of customers are responsive to businesses if their queries are resolved in under a minute.
A satisfied customer is a repeat customer, it takes a good amount of effort to build a brand name. This is achieved by the type of service you provide to the customer which builds a lasting impression in the mind of the customer. Live chat support plays a key role in providing satisfactory support, here the customer evaluates your business in terms of service.
Here is how live chat support boosts customer satisfaction.
Canned responses may be used at times to improve the resolution, like the formal greetings and for other FAQ .
Customer queries should be ticketed and routed to the right team in order to provide a qualitative solution
Customer feedback is the source for constant improvement for the business and to evaluate their satisfaction level.
2. Online chat support delivers a better customer experience
Live chat is the best proactive channel that socializes with your customer. Customers may often find it frustrating to stay in the queue on the other hand the customer will feel gratified if the responses are immediate. Live chat comes with a complete service toolkit that includes visual engagement tools like co-browsing and video chat that delivers a real-time personalized support experience.
How website chat support enhances customer experience?
The queue time is low in live chat compared to email support.
Live chat empowers the customer to dynamically converse in the customer journey
There are chat tools that can personalize conversation and greetings. Can track and record all visitor information that builds trust in customers.
3. Live chat delivers contextual customer support
In live chat, there is no waiting time as the solutions are offered without any delay and instantaneously. 92% of the customers prefer live chat only because of this reason they feel fulfilled and it keeps the customer engaged.
Here are the key benefits of conversational customer support:
By integrating co-browsing with live chat, complex customer issues are resolved in real-time clearing customer doubts parallelly.
24 x 7 AI chatbots can engage your customers and provide instant responses to FAQs’
Video chat supports builds trust and loyalty in customers.
4. Website chat support reduces the number of touchpoints
There are several means of customer support channels,a customer who relies on a call centre sometimes faces the issue of repeating the same problem to multiple call centre agents, this frustrates a customer.
72% of customers expect an agent to identify all their details and issues from the customer database which will be recorded in a CRM.
Using live chat for customer service, the agent gets first-hand information on the customer issue and can identify the solutions from the resolution database. This forbids the agent from asking repetitive questions.
Here are the ways online chat support can help businesses in reducing touchpoints.
Live chat can diagnose the exact issue and deliver the appropriate solution to the customer in the first contact itself.
Live chat also allows contact centre agents to leave visitor notes, relating to a specific conversation and assist accordingly.
5. Live chat support is highly accessible 24×7
Websites recently have been designed with a chatbox, which pops open when there is a visitor to your website or mobile app. It is made so for the convenience of the customer who doesn’t have to hunt for it which gives the customer relief. The readiness in reaching a customer through live chat acts as stress relief and satisfaction.
Moreover, a good website experience encourages customers to revisit your website.
6. Enhance team productivity with web chat service
Team productivity will be shaken if there is an increased number of support tickets.
To enhance team productivity constant checks on the accuracy of customer service need to be done. Resolution time in live chats is a measure to check the average time taken by the support agents to close the conversations.
Online chat assistance allows the support team to handle several discussions at once, allowing them to satisfy important productivity KPIs like the number of chats, first response time, and chat duration.
Canned responses help the chat service agent to a greater extent also routing the calls to the right team. This reduces queue time and improves the resolution time.
With a live chat support tool, the queries are redirected to the concerned departments who are skilled in solving the issues without any lag or delay, thus reducing the number of support requests significantly.
7. Online chat impacts customer retention
Customer experience with the company leaves an impression on the customer mind. Long response time tends to make a black mark in the customer mind.
Implementing live chat can be one of the most effective customer retention methods, as it reduces the impact of the element that has a negative impact on the customer experience.
Both live chat and web chat support can provide solutions to customer queries instantaneously.
How live chat can be a good customer retention idea?
Real-time assistance ‒ Website chats are real-time and assist with all sales and support-related queries. By routing the conversation to the right support team the queries are resolved in a short duration.
Enhance customer satisfaction ‒ Online chat service increases customer satisfaction by eliminating the waiting time and converting visitors to loyal customers. A happy customer is a means of marketing as they will advocate your brand with positive word of mouth.
Proactive customer engagement ‒ You can engage customers proactively in the right direction before the doubt becomes a big problem.
8. Live chat customer service is proactive
Unlike email customer support channels wherein there is a lag in the conversation because of the back and forth conversations even to clarify a small concern. Whereas, live chat support software is highly proactive and real-time.
Each visitor will be monitored on your web page, so if a visitor spends a certain amount of time or get stuck on a specific page like pricing, or features, you can reach out to the customer through a personalized message, so the customer gets his doubt clarified.
Being proactive in offering assistance to the visitors even before they ask for it, helps you to learn the customer preferences and will allow you to connect the customer to the right team or agent in real-time which completes the customer buying processes satisfied.
9. Online chat support gives your brand a competitive edge
In order to develop a successful online business, you must have credibility. Whether you’re a startup, a small firm, or a large corporation, how customers view you is crucial to your success.
How can live chat support help to build strong brand credibility?
Online chat helps your business to focus on the preferences and needs of your customers and the experiences they are having with your business at almost every major touchpoint in the buying process on your website.
Live chat has been proven to be one of the best support channels to entice a customer with your offerings and the best buying experience. Its been shown in studies that customers who use live chat platforms are three times more likely to buy since the method provides direct and personal interaction with customers.
Customers have high expectations when it comes to service when you provide the customers with effective service through live chat it gives them a feel-good experience which acts as a perk to winning over the customer of a competitor.
10. Website chat support strengthens customer relationships
89% of customers stopped buying from brands only because of poor customer support experience. It shows that how critical is customer service in the brand building also in retaining a customer. Happy and satisfied customers are less likely to switch to other brands. Live chat is an excellent tool in building long term relationships with customers. When you can convince the customer that you are actively listening to the concerns of the customer, it deepens the loyalty and credibility of the customer towards your business. When you provide superior live chat customer service, it improves customers’ lifetime value ( CLTV).