For businesses, customer service is always an important factor to distinguish them from competitors. According the customer report from Live Person, 83%of the more than 5,000 consumers said they consistently need some type of support during their online journey. Live chat is an online support tool providing real-time help for customers. Here are 3 benefits live chat software can bring to you.
Improve Customer Satisfaction
When customers have issues about your product or service, they always want to reach out you in the fastest way. Compared to phone/email support, live chat is the most convenient way to get you connected with them. Your customers can get immediate help just by clicking the chat button, which greatly reduced waiting time. And they can also multi-task during the waiting time.
In addition, you can provide more personalized support as you know where they are from, what product they are browsing, which help youestablish trust with your customers. Once they trust you, you will have a deep understanding about your customers and figure out how to satisfy their demands.
Increase Sales Conversion
A study from Forrester shows that 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
Instead of watching potential customers click away from your online shop, live chat enables you to reach out them proactively. When you notice a visitor has stayed on a product page for more a long time, you can ask if he needs any help or recommend the most suitable one based on his requirements. It helps you to make great use of each sales opportunity and reduce the abandonment rate of shopping cart.
Cut Down Expenses of Support Team
For customer support team, one live chat agent can handle multiple issues at the one time, which greatly improves the efficiency. It means you need less customer service representatives compared to call center. And it also proves first contact resolution of live chat rate is higher than email/photo support, which is ultimate goal of customer service team.
Author Bio:
Kevin Gao is the founder and CEO of Comm100 , a leading provider of live chat software for business. As a software developer as well as a small business expert, he’s always ambitious to revolutionize the way of online customer service and communication.