Not only can live chat help you boost your online business, gain you more customers and cut down on your payroll monthly expenses, but customers are increasingly speaking about how they love live chat.
In almost every survey, customers said that they find live chat to be very helpful. They also said that they’re more likely to do repeat business if the website offers live chat.
Now we know that you want repeat customers, right? Let’s find out what the buzz is all about and discover why customers prefer live chat over other communication channels.
Nothing beats the convenience of live chat. Customers expect options when it comes to customer service, and many will leave your website if they don’t see a live chat button. Customers hate having to make phone calls or send emails.
No impersonals emails to be sent or pre-recorded phone calls. Live chat is very fast. In just seconds, they can reach a live person who can help them with their questions & concerns. It’s much quicker to type a question in a chat box rather than wade through a long array of pre-recorded messages on a phone call or to compose a long email. With live chat, customer questions are answered almost as quickly as they can think of them.
Many people do their online shopping while at work and can’t make phone calls during those times, or they may be on a noisy bus or surrounded by family members at home trying to secretly purchase a gift for one of them – live chat allows them to ask questions without anyone around them knowing.
Starting a chat is a lot easier than finding the customer support email address or creating a support ticket or making a phone call. You just enter your basic information, such as your name and email address, and you can speak to a live agent and have your problem solved right away.
It sounds simple, but it plays a huge role in your customer happiness. As it turns out, a combination of easy logging-in, a big visible chat window, and resolving issues under 5 minutes has a positive effect on your customers.
One thing customers hate having to do is to re-explain their issue and why they are calling. They actually hate it more than not getting their problem resolved.
Although it may sound like a necessity, it can easy be avoided with live chat.
It all starts with the right software. Some packages allow agents to see which pages the customer is on when the chat is taking place and how long they’ve been there, helping the agent provide what the customer will want to know. Even more important is making sure your live chat software integrates with your help desk software and CRM. This allows agents to bring up each customer’s purchasing and customer support history, meaning they don’t have to repeat anything to the agent again.
This is why customers love live chat.
Does your company need live chat? Contact us today to see how we can help!