“If you do build a great experience, customers tell each other about that. Word of mouth is very powerful.”
Jeff Bezos Founder & CEO, Amazon
Why Live Chat Matters and Why You Should Start Having One Now
Excellent customer service goes a long way for any kinds of business. It gives a boost of credibility and trustworthiness that can help in establishing relationships with the customers. By providing top-notch customer service, you cultivate brand loyalty producing testimonials and reviews.
According to a study conducted by Zendesk, 92% customers feel satisfied when they use the live chat feature, compared to other communication options like voice (88%), email (85), web form (85%), and social media (Facebook 84%, Twitter 77%). Most businesses underestimate the importance of live chat as they believe it’s only a way of communicating with sellers and since other mediums of communications are available, they don’t consider live chat as something important and valuable. However, unbeknownst to them, live chat not only allows communications between the seller and the business but most importantly, it’s the direct connection to the customers and helps drive customer satisfaction up.
So why do customers prefer live chat?
You don’t need to dial any numbers at all. You can do so many things at the same time. Everyone is a multi tasker nowadays and according to Econsultancy, 51% customers prefer live chat because it allows them to multitask including another 21% who like live chat because it helps them to shop while they work. You don’t need to wait for a long time and you don’t need to explain over and over again in case you speak to them again since they have a record of your issue already. Emails take a long time to resolve an issue unlike in live chat where you can resolve anything promptly.
Companies always find a way to save money on their operations. Emails and a Call Center take a long time to be set up compared to live chat which is cheaper and easier to implement. Any issues the customer may have will be resolved real time in a less costly and more time saving way. It’s costlier to gain new customers than to retain ones.
3. Competitive Advantage
Not all companies have live chat because just like what was mentioned earlier, it’s value is still not well understood. This is a great opportunity for those who understand how important it is to have one. Even if you have an excellent product, without an excellent customer service, you can’t retain customers. That’s the reality. So why not provide a good product or service AND a good customer support? This will definitely secure your place on the market.
4. Time Saver
In reality, you can expect a response or a call back minimum of 24 hours if you have an issue about the services you received. That is a long time for a customer and you’re lucky if you are only dealing with few customers at the same time because if not, your customer will surely complain. With live chat, agents are able to send links to help or documents quickly via the chat window. As a result, instead of walking users through troubleshooting and resolution procedures step by step, agents can instead link the visitor to the appropriate document or content directly.
Phone support definitely doesn’t allow this kind of feature. It can save agents and businesses a huge chunk of their time in resolving issues the customer may have.
5. More Sales
The point of a live chat is the knowledge that you are really talking to a person. It adds confidence to the customers and they tend to spend more with a brand they are confident about. A positive experience leads to a higher average order value, thus your sales are directly affected by live chat. A well trained chat support can discuss with full knowledge your products and service and can tremendously help customers find the most suitable product for them.
6. Long Term Relationships
It;s very simple and basic. Almost all kinds of relationships are built in trust and communication, it speaks the same for customer-company relationship as well. A satisfied customer are less likely to switch. It’s easy to retain customers rather than to gain new ones.Studies show that regular customers tend to buy more often and they are less expensive to maintain because of their familiarity with your business and the processes behind it. According to the American Express 2017 Customer Service Barometer, 7 out of 10 U.S. consumers say they’ve spent more money to do business with a company that delivers great service.
Get a head start now over your competition. Take advantage of the benefits of a live chat beginning today.