When asked about their preferred support channels today, knowledgeable customers prefer live chat above social media, email, and even phone assistance. Why? Live chat support is efficient, convenient, and speedy. The benefits of live chat, however, go far beyond merely giving your customers a quicker and more convenient way to reach you. Live chat may enhance customer experience, increase agent productivity, and help businesses better understand their clients.
Does your website offer a live chat option? There are many benefits to adding live chat to your website. You may improve your customer service standards with the use of this simple tool, which will lead to more contented clients. Beginning now makes a lot of sense given the tool’s restricted penetration. When introducing fully-managed live chat customer support on your website, the early bird advantage is an important factor to take into account.
Some facts about Live Chat towards the end of 2021 –
- Percentage of businesses offering live chat on their website – 9%
- Average global customer satisfaction rating for live chat – 83.1%
- Expected growth in popularity of live chat in the next year or so – 87%
- Customers rating live chat as important during purchase – 44%
Top Customer Queries in Live Chat
Here are a few of the most frequent inquiries you’ll receive from live chat users. They are largely determined by the nature of your business and its sector, however reading through these will give you a better idea:
- Delivery charges
- Shipping costs Promotions and discounts
- Redeeming rewards points
- Gift cards or voucher questions
- Product availability and more information
Fast and Efficient Resolutions
In comparison to emails and phone calls, live chat can handle client issues fast. While live chat discussions can frequently be finished in a single session, email exchanges might sometimes take longer. 82 percent of consumers value “quick responsiveness” from a company, and live chat addresses this. The average chat response time is under 23 seconds, and the average resolution time is under 42 seconds. Live chat can help your customer care representatives operate more effectively. Chat enables people to have many conversations at once, in contrast to phone calls and emails, which can only be handled one at a time.Topics that call for in-depth discussion can also be covered in conjunction with other means of communication, such as phone calls or emails.
Minimise Cart Abandonment
More than half of cart abandonments are caused by customers who were unable to quickly find solutions to their issues, highlighting the significance of being accessible to customers before they become frustrated and leave their purchases. How well-designed or how much information your website has don’t always matter. Many people want to be sure they are dealing with sincere individuals. Therefore, having access to online chat support is essential. Live chat support is a great way to prevent clients from leaving their shopping carts unattended. You can intervene in live chat conversations with users who are ready to depart your website and start a conversation straight away. Support through live chat can keep a customer on your website and aid in closing a sale. You may better understand what is keeping your website visitors from making a purchase by using live chat to engage with them and offering a quick resolution.
Customers are getting used to communicating with businesses through chat. Not only does live chat give your consumers a quicker and more comfortable means to contact your customer support team, but it also has other advantages. You may improve customer experience, increase agent productivity, learn more about your customers, and make better product decisions with the aid of live chat. The data you gather will improve customer experience, boost agent efficiency, and raise chat’s effectiveness as part of your customer support strategy.
Personalised Shopping Experience
Customers are more inclined to trust a business if it caters to their needs and wants, and this discussion is the perfect location to achieve so. For instance, you might suggest a product package that the customer would not have known about if they hadn’t asked or inform them of a product that more closely matches their needs than the one they now have in their cart. Some users are aware that they can get assistance through chat rather than giving up and potentially abandoning your product. Agents can develop a rapport with customers and establish a helpful, friendly relationship by adapting to their communication preferences. Additionally, agents are able to recognise a customer’s tone and sentiment and adapt their communication style to the situation.
Insights and Data Collection
The backend of live chat offers valuable information and insights about your customers, including which device and operating system they used to access the chat, which page of your website they were on when they started the conversation, and how long they spent on your website prior to contacting you. Live chat’s forward-facing capabilities are not the only benefit for your business. This information can assist you in making future business decisions and improving your customer service strategy based on the needs and preferences of your customers when combined with the findings of a post-chat survey.
The amount of information you can gather is one of the biggest benefits of offering support via chat. Depending on the live chat application you use, you should be able to save, group, and tag chats to filter them for later review.
By investing the time up front to classify and analyse dialogues, you may produce information that guides your support team as well as your product and marketing teams.