Live chat support allows you to not only keep ahead of the competition but also to save money while providing the finest possible service. Positive feedback comes from knowledgeable and friendly employees, which leads to increased sales and profitability.
- Companies are being forced to rethink how they connect with a new kind of B2B buyer. The most difficult aspect is that these purchasers expect to interact with you in real time. But how do you do it?
- Meeting prospects and customers via their preferred channel is one of the most successful ways to “talk” with them. Today, you may do so digitally and via live chat on your website.
- We’ll show you how live chat can generate leads, increase revenue, and improve the entire customer experience by sharing 25 live chat data.
Live chat was once considered a “good to have.”
It was seen as an optional customer support provision in addition to phone and email
However, things have changed recently.
In order to fulfil their increased expectations, a new breed of B2B buyer is pressuring businesses to adapt and digitally change their operations. As a result, you must be prepared to confront them!
There are various approaches to this, but the most straightforward is to simply listen to your clients. And what they’re looking for is a live chat option.
More than 41% of clients nowadays expect live chat on your website.
This percentage can be as high as 50% for customers that visit your website on a mobile device.
As a result, if your website doesn’t have live chat, you’re effectively neglecting your clients.
That’s the quickest way to lose customers!
The good news is that businesses who use chat to engage with customers enjoy a variety of advantages, including higher sales, satisfaction, and service.
So, let’s take a deeper look at the 25 live chat statistics we’ve uncovered for you.
And, unlike other lists, these live chat statistics are updated on a regular basis.
Let’s get started.
Customers prefer live chat over any other contact channel
Live chat’s popularity is growing, despite the fact that it has been available since the 1970s. And it has to be done quickly.
In fact, in the next 12-18 months, live chat is predicted to rise by as much as 87 percent.
(Chat usage has surged by as much as 150 percent in some businesses.)
More than half of all clients prefer to speak with someone in real time and online rather than call a company for help, which explains the rising adoption.
The way businesses communicate with their customers has altered as a result of this form of instant communication.
But live chat isn’t only displacing phone help; it’s also displacing other digital channels!
According to J.D. Power, live chat has surpassed email as the most popular digital communication channel for online clients, with 42 percent preferring it versus only 23 percent preferring email and 16 percent preferring social media or forums.
Live chat has surpassed email as the most popular digital communication option for online clients, with 46 percent preferring it to only 29 percent preferring email and 16 percent preferring social media.
Customers are now more likely to visit your website and try to engage with a member of your team via live chat if they have a question.
However, according to our data, only 9% of businesses employ live chat on their websites. Not only are you meeting your consumers’ expanding demands by allowing them to communicate with you in real time via live chat, but you’re also gaining a competitive advantage.
Another advantage of chatting is that you can answer to several consumers at the same time. You can only react to one customer at a time by phone or email, but you can respond to up to six consumers at once via live chat! If you want to know more about the advantages of Chat support read it here.
Companies that use live chat increase revenue
If you’re seeking a fresh approach to expand your business, live chat might be the solution. In fact, simply having live chat available on your website can boost sales significantly.
According to CrazyEgg, if a firm offers live chat help, 38% of customers are more likely to buy from them. Furthermore, according to Emarketer, clients are more likely to return to a website that offers live chat.
Here’s the thing: you can still raise revenue even if no one uses chat.
But it’s when your customers start using chat during the buying process that it really starts to take off!
- According to Kayako, 79 % of firms reported increased customer loyalty, sales, and revenue after using live chat.
- Conversion rates increased by 3.84 %, resulting in a 6% rise in overall revenue, according to Goinflow.
- According to ICMI, website visitors who interact with your organisation via live chat are worth 4.5 times as much as those who do not.
- When comparing sales from consumers who engaged in a chat before making a purchase to those who did not, Forrester found that customers who engaged in a chat before making a purchase had a 10% higher average order value.
That’s not all, though.
According to the same study, live chat results in a 48 % in revenue per talk hour and a 40% rise in conversion rate. It’s apparent that live chat is delivering incredible outcomes for businesses.
Furthermore, according to an AMA study, live chat may be used efficiently throughout the customer journey, resulting in improvements in:
- marketing awareness (+29 percent) .
- Sales development in the early stages (+32%)
- Customer service after the sale (+39%)
All of this adds up to more money in your pocket!
It’s quite simple to set up a live chat. You can be up and running in minutes by copying and pasting a line of code onto your website (which your web developer can also do).
That’s correct. In the time it takes to boil the kettle, you might be generating sales and assisting B2B buyers!
Provide real-time customer support with live chat
Customer service is one of the most popular uses of live chat.
The biggest advantage is that it allows your clients to receive an immediate response to their questions.
As a result, it’s not surprising that 79 percent of customers prefer live chat over other channels because of the immediacy it provides.
The speed with which you respond, on the other hand, is critical.
According to Forrester’s Raising the Bar research, 1 in 5 customers are willing to cease using a product or service because of sluggish online chat response times.
So, how quickly do clients obtain answers to their questions via chat?
In fact, the average email response time is 12 hours.
It’s ten hours for social media.
Customers can get answers to their questions in two minutes if they use live chat.
That is, if you answer.
We discovered that 21% of all live chat queries were ignored in our survey of 1,000 websites.
This not only provides a terrible client experience, but it also falls short of customer expectations.
If you don’t respond to customers at all, you won’t be able to answer promptly.
If your company uses live chat, you should treat it as if it were a phone call, and never leave a conversation unanswered. If you’re not accessible, provide customers the option of contacting you by email if they start a chat with you (a standard feature in most chat applications).
Using live chat to improve customer satisfaction rates
The good news is that if you answer fast, your overall satisfaction levels will rise.
According to Comm100, 82 percent of clients were satisfied with their live chat experience, compared to just 61 percent for email and 44 percent for phone.
Customers will be happier if you respond quickly, and your customer success staff will have less work to do.
The reason for this is simple: your customers despise being kept waiting!
It’s one of the primary reasons they’ve stopped doing business with you.
So, if you want to boost client happiness, you should reply to live chat inquiries as soon as possible.
Unfortunately, the majority of businesses do not.
In terms of how long it takes a company to acknowledge a live chat message, the average wait time is 2 minutes and 40 seconds. That’s almost as long as the typical phone support wait time.
Create alerts so that if a chat is ignored for more than 30 seconds, it is immediately assigned to a free agent. You can also set expectations by inserting a message before the chat begins, such as “We generally react to chats within one minute,” so that clients are not kept waiting.
During our research, the fastest chat response time was 7 (!) seconds. That’s the kind of real-time service your clients demand. And if you can meet their expectations, you’ll have satisfied consumers for a long time.
Sending a follow-up email with a transcript of the chat session after the conversation has concluded is one technique to boost customer satisfaction.
Only 55% of organisations send a copy of the chat session via email, according to our research.
Another strategy to boost customer satisfaction is to ask for feedback, and the optimum moment to do so is after the chat has ended, when the consumer may provide quick feedback based on their experience.
Today, 45 percent of chat companies do not solicit feedback and have no way of knowing how well they are serving their clients.
This customer data’s voice has the potential to be tremendously powerful. Positive feedback indicates that you’re doing things correctly, but any passive or negative input should be addressed in order to enhance your customer chat management.
For any organisation, live chat has become a “must have” communication tool.
It’s only a matter of time before all of your competitors are utilising chat, since adoption rates for organisations who utilise it continue to rise.
By utilising the power of live chat, you may be able to:
- Increasing revenue and sales
- Delivering a better customer experience by providing speedier customer service
There’s no reason why you shouldn’t use live chat to connect directly to your customers, especially because it’s one of, if not the fastest, customer communication tools to adopt.
If you haven’t tried live chat yet, this is an excellent opportunity to do so!