A study by Zopim on 85K chats found that the average response time to customer queries via live chat was just under 23 seconds. That is incredibly quick and significantly faster than the average response time for emails and first phone calls. The benefits of live chat are clear and can increase customer satisfaction and reduce friction. Here are a few of the reasons why your online business should implement live chat support.
Customer Satisfaction
Establishing a high customer satisfaction rating in the internet age has become imperative for any business. Not only does it help your company build a positive reputation, but it also drives business. Creating a high level of customer satisfaction requires a commitment to continually improve customer experience and chat invitations. Among other things, you need to monitor your staffing levels and customer satisfaction. Currently, 41% of customers prefer live chat to other support channels. While the number of customers using live chat may seem small, the rate of satisfaction with live chat is 92%.
In addition to the importance of customer satisfaction, companies should consider the collateral damage they may incur by providing lousy service. After all, losing 15 customers costs much more than losing one. Furthermore, the cost of acquiring a new customer is much higher than retaining a current customer. Therefore, if you ignore your customers‘ happiness, you could be misallocating resources and losing a large customer base. For this reason, customer satisfaction is the highest level of any support channel.
It Reduces Friction
Friction in the customer journey is a significant bottleneck for enterprises. It takes time, effort, and resources to create a frictionless experience for consumers. But there are ways to reduce friction in the customer journey and make it as smooth as possible for your customers. One of these strategies is using live chat support. It allows you to communicate with your customers in real-time without causing unnecessary delays. You can use the live chat feature to answer customer queries and provide real-time information.
The way to engage with your customers has changed due to technological advancements and digitalization. Today’s customers expect brands to provide real-time support in their messaging apps. With live chat, businesses can engage with their customers and build long-term relationships. It helps reduce friction and cart abandonment by providing personalized and timely answers to their questions. In addition, consumers now expect brands to offer live chat support on their websites.
It Boosts Customer Loyalty
If your company offers live chat support, it will improve customer loyalty. Live chat is a great way to connect with customers and build relationships. In addition, live chat can help prevent problems before they arise, which keeps them happy and loyal to your brand. Customers like to know that their concerns are heard and considered, resulting in better sales and retention. Live chat is also a great way to learn more about your customers’ needs and how to improve your products and services.
Providing excellent customer service will not only increase customer loyalty but will also boost brand awareness. Word of mouth is still one of the most effective marketing tools and will continue to be for a long time. You can make or break a company’s reputation by treating your customers. In a world where good customer service is expected, customers are more willing to spend money. Therefore, having excellent customer service is critical for business success.
It Lowers Cart Abandonment.
According to a study, live chat support on websites reduces cart abandonment. Besides providing personalized customer service, manufacturers can communicate with online retailers. It is possible to see the impact of live chat support on cart abandonment by using the following simple tips. One of the most common reasons for cart abandonment is a lack of trust. Several ways to improve confidence include adding a progress indicator, thumbnail images, money-back guarantees, and more. Try out different solutions and determine which one reduces cart abandonment.
The number one reason for cart abandonment is expensive shipping. A simple way to overcome this problem is to make the shipping cost prominently stated on the product page. This tactic will help to convert the buyer’s objections about shipping charges into valid reasons to purchase the item. Another method is to make cart items visible, as customers want to be sure they are buying the correct product. In addition, displaying thumbnail images of product images in the shopping cart will help keep customers moving. Finally, a one-click shopping button has made Amazon millions of dollars.
For more details:
How to Make Live Chat Support More Engaging
