“If you do build a great
experience, customers tell each other about that. Word of mouth is very
powerful.” – Jeff Bezos Founder & CEO, Amazon
The sentiments of Jeff Bezos
still ring true today as Customers seek to interact with businesses that have
answers to their needs.
Today’s digital markets require
excellent Customer services, and this is the reason why good customer services
are considered strong foundations for business visibility and
growth.
So how do you get customers to
tell each other about your business?
Yes, you can do this by
incorporating live chat into your business. Live chat is one of the best
communication platforms for any business, large and small. Live chats allow customers
to communicate directly and instantly with your industry over the Internet.
Live chat range provides a
platform where customers’ queries are issued immediately and the responses
given in real-time.
Live chat is a must-have customer
service tool for your business and this article highlights some of the
significant benefits of live chat.
1. Very convenient for your
customers
Live chat is one of the most
convenient customer service tools at the disposal of your business and
customers because it creates the “wow” reaping the following results.
- Creates an instant connection with the customer
- Live chat is free of the obstacles that may delay instant communication. The customer does not need to dial any numbers to wait for a response. Equally important, the customer does not need to make complicated navigation to reach the live chat. Most websites position the live chat icon as a popup.
- Multi-tasking is possible when using live
chat. Multi-tasking is one of the key benefits of live chats. The consumer can read a book or browse through other sites while chatting. Live chat messages links can be saved and shared with much ease.
- Instant response to customer queries
So if you ever needed an excuse
to indulge in providing excellent customer service, live chat makes those
little efforts justified.
2. Live chat is not
costly
Live chat is cheaper compared to
mobile phone support. Live Chat concurrency would save your business a
considerable amount of operational costs. It is more effective because it
enables agents to assist various clients at once. Concurrency is not possible
for telephone support agents.
Statistics show that with
training, on average live chat agents, can handle three or more chats
simultaneously.
Besides, live chat maintenance
costs are significantly smaller than telephone assistance.
3. Gain a competitive
advantage
With the rising number of
competitors in the digital market, standing out is crucial for your business.
So how do you position yourself
to stand out?
Live chat gives your business an
excellent opportunity to gain a competitive advantage over your competitors.
It’s not just the small and
medium-sized companies that want to stay ahead of their competitors. Big
companies like Apple and Virgin Airlines use live chat as a step forward of the
competition.
4. Boost conversions and
Sales
The potential to boost revenues
is another significant advantage of using live chat on your website. According
to a survey carried out by The American Marketing Association, businesses that used
live chat saw conversions boost by 20 per cent on average.
Live chat services provide
individuals with a quick and easy alternative to inquire about your services or
products and address any issues that prevent them from making a purchase.
The Chatshop, a UK based company,
boasts of increasing sales and customer satisfaction through live chats.
“We’ve demonstrated time and
again that when you put chatters who are highly trained and monitored, combined
with a deep understanding of data-driven decisions, you can get amazing
results. One of our property clients closed $4.4 million in sales over nine
months using our service. That’s the real potential of chat when done well.”
— Jonny Everett, Director
of Customer Development at the Chat Shop
Statistically, 70 per cent of all
decisions related to purchases arise at the point of sale. Live chats have the
potential to increase business revenues.
5. Build Long Term
Relationships with your customers
Live chat is not intrusive. It is
a personal interaction that helps connect and build trust with your customers.
That trust gained through the
live chat is a trigger for longer-term relationships.
Statistics show that a satisfied
customer is less likely to shift loyalty to another business. Studies indicate
that frequent clients tend to purchase more often, and because of their
familiarity with your company and the procedures behind it, they are less
costly to keep.
When a customer understands that
their problems are solved, they are more likely to associate with your business
and share their experience with others.
6. Boost Business
credibility
Is your business facing
credibility problems? Well, don’t worry. Live chat will give you an instant
solution. Through live chats, customers get the feeling that they are dealing
with real people and not robots. They gain confidence that their voice is heard
and their problems solved instantly.
7. Creates a choice for
customers
Live chat is the best choice when
some of your customers are not comfortable using either phone to contact you or
writing an email with their complaints. Live chat encourages engagement between
business and its customers.
Ways to offer great live chat
support
There are three significant
steps to follow if you want to deliver an excellent live chat customer
service.
- Provide instant communication - an agent
must be on standby to respond to customers.
- Use personal information to identify the name and
picture of the agent interacting with the customer.
Are you ready to implement the
ultimate customer-centric experience? Add a chat button on your business website lookout for experts for any further advice on live chat.
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