Is live chat really the go-to customer support software? Nowadays, social media is one of the keys to a company’s success and most social media websites have a real-time messaging system, live chat has been on the board for being the best platform for customer service. Learn how to take your company a step higher with live chat. With these amazing reasons, you won’t think twice why your business needs a live chat support system.
1. Customer Convenience
The best way to put this is; your customer would rather be typing than be in a call with you. Mostly because of either of these reasons:
- The customer is not a native English speaker and would rather type to relay his/her message to you with more thought and clarity to the inquiry. Things like this happen quite a lot in many different call centers. The customer has trouble talking and relaying what he/she called about while the representative has no idea what the customer is calling about. Live chat will make it easier for the both of them to communicate better. It would give the customer ample time to think about what he/she has to say and revise whenever he/she wants before sending the message. That way, the representative will be able to read and understand thoroughly what the customer is trying to say.
- Some people just prefer live chat in general. This is due to the fact that live chat is a lot easier and more convenient for them. Evidently, even to people with good english, live chat would always be their first choice. Like I said, everyone wants to have that time to think about what to say before asking the representative the question. It’s like choosing between a pop-quiz or a scheduled one, everyone would pick the scheduled one so they can prepare for it.
When we talk about live chat‘s effectiveness as a customer service tool, efficiency is the most sought after aspect. Live chat allows multiple clients to approach a single customer service representative at any point in time compared to live calls where a one-on-one is happening. How much does it really cost to hire a personnel for the job? Not only is it time efficient, it is also cost efficient. You save a whole bunch of cash from hiring workers because your own service representatives can deal with multiple clients at once. You see, live chat makes a huge difference. It brings 100% positive factors that will affect your business.
3. Competitive Edge
Competitive edge against your competitors come with efficiency. If a single person in your company can handle multiple clients at a time and deliver? That’s HUGE. Having a real time customer service via live chat makes a big difference. Customers are 3 times more likely to choose your company for providing direct and real time customer service. Statistics show that 63% of customers who have used live chat tend to come back rather than the ones who don’t. Live chat is a very useful sales tool as well as something that can build long term relationship with your clients.
4. Problem Resolution
There’s a big difference in speed when it comes to live chat versus one-on-one calls. Live chat can deal with multiple clients at the same time – in real time. The amount of time it takes for a customer service representative to finish a call is roughly around 10-15 minutes depending on the problem or how long until the caller can understand the resolution to the problem. You see, the customer does not have to ask the representative to repeat the answer, all the customer has to do is read the representative’s message on the chat box. On top of this, the representative is dealing with multiple people too, not just one. People are going to love your company when you resolve their problems quick with live chat.
5. Increased Conversion
Since people are experiencing positive results with your live chat support, it will be easier to convert potential clients into committed clients through reputation, testimonies and articles written about their experience on your company. Of those who prefer live chat, 79% said they did so because they get their questions answered quickly and 46% agreed it was the most efficient communication method. This provides customers with more confidence because getting their questions answered quickly will not only make you gain reputation but sales as well. People are most likely to spend more when they get their questions answered really fast.