In today’s digital era, buyer empowerment and completion is stronger than ever.
This is a great thing for consumers because finally, business organizations are putting on top priority the customer expectations and needs.
And, with any part of good customer experience, there are several factors that matter most.
In particular, a live chat is critical in great customer experience since it enables a company to connect with its clientele in real-time, direct on the site seamlessly.
What is a live chat?
A live chat is a kind of communication, which provides a different way for customers to reach customer service support with no need to talk directly on the phone.
Today, a software development company catering to various clientele meets their demand for integrating a live chat to streamline business processes.
There is indeed a great number of diverse benefits that live chat offers to the software industry, business organizations, and of course the customers.
1. Improve efficiency and bring down service costs.
Renting a billboard in a bustling city scenario could probably boost conversions.
However, it would also put you out of business the following day since the increase in sales won’t cover your investment costs.
An important aspect for any business is the rate of conversion, but in order to be profitable, you have to take into account several factors, including efficiency.
Live chat makes perfect sense. It not just brings more money; it also means great savings. The main reason for a minimized resolution is the reduction in cost.
Forrester’s research suggested that compared to phone calls, a live chat session is about twenty to fifty percent cheaper.
2. Optimized conversions.
A major reason why a lot of organizations say about live chats is that they could boost sales in a significant manner.
It is also discovered that chatters had an average order value of 15 percent than those who don’t use the chat.
Even though commerce is increasingly occurring online, still, there are many customer service departments that rely on contact channels that are ancient.
This is bad news for conversions.
Customers would have to leave your site to send an email, and if the question is critical to their decision to purchase, they will have to wait for your email response, or go the competition instead.
Fortunately, there is one channel that’s real-time and on-site, and that’s live chat.
3. Elevate customer satisfaction.
Live chat in short is the sweetheart of customers, scoring 90 percent satisfaction rates. Looking closely, this isn’t very surprising.
People, in the customer service history, had to endure unpleasant server interactions, like having to wait for days to receive an email that did not even solve their concern.
The new kid on the block is live chat, which solves customer frustrations. It is fast, and most of all, customers love the convenience it brings.
The majority of consumers opt for live chat as the contact channel since they are able to get answers right away.
It is free, anonymous with no grammar formalities that could hold you back.
4. Curbs cart abandonment.
Consumers are uncontrolled. They don’t feel shame in swiping your brand to the left in a second.
Too complicated checkout? Unclear shipping costs? Going to the competition is never been easier.
Cart abandonment consequently is one of the biggest challenges that online businesses have to face, with an average of almost 80 percent.
The top reason why consumers leave is unexpected costs.
When the time of delivery and costs of shipping vary, customers often are left to wonder or having to comb through the site to find the information that they need.
Adding a live chat to your site removes all uncertainty. It indicates that you are there to answer queries that could arise during checkout.
5. Automate services.
Customers ask a lot of questions all the time.
Chatbots excel in answering these frequently asked questions and take over the repetitive parts in customer service cheerfully.
A majority of customers prefer talking to chatbots because they help get answers fast.
Given a choice, consumers would rather speak directly to a bot to resolve an issue instead of waiting for an agent to become available.
It is a double win, for your brand and your customers of course.
You get to save costs, and customers could get an immediate response.
Easily, you can connect a chatbot or a self-service AI to your site.
6. Brand personalization.
It is every agenda of any online business to get closer to customers.
This however is easier said than done when there is a chunky cyberspace layer that separates you from them.
Live chat helps break this mold and create long-term customer relationships.
The service team is at the customer frontline, and you need to embrace this opportunity to put a face to your business via live chat.
Operator images and names create a friendly, instantaneous connection.
Customize the design of your chat window to drive home a branded style, fitting in with the identity of your brand.
7. Amplify agent motivation.
Live chat offers plenty of business benefits, as well as from the perspective of customers.
A job in customer service could be demanding and taxing. Thus, the support team may not be very excited when they also have to cover another channel.
Fortunately, the live chat could turn skeptics real fast most of the time. Some agents at the start were worried about handling chat and replying fast enough.
The worries however fade quickly since the chat system is fun to use and intuitive. Now, they love working with the new medium.
8. Accrue customer data.
In today’s digital era, data is a commodity that is most desired. Live chat makes gathering relevant customer information simple, such as name, location, and email address.
The brand should create customer profiles that are in-depth, and avoid an antiquated shotgun customer approach.
Having the customer location at hand helps determine whether to ship to the place or have a store near fast.
You could additionally contact the database for customer re-engagement after the chat is over, such as informing them of a special offer, for example.
Customers are more than willing to rate a live chat than other communication channels.
9. The competitive edge.
Customers, when unable to find what they are looking for, move fast. In today’s high tech world, there is no room for bad service.
Live chat is a powerful solution for an ultimate customer experience boost.
10. Keeping tabs of success.
In an environment that’s driven by data, measuring the success of new software is critical.
Businesses vary from one to the other, thus the points mentioned in this content may not be applicable to your use case scenario.
Live chat solutions have in-built analytics, which makes tracking the key performance indicator, or the KPI matter most.
For instance, the first response time of an agent, customer satisfaction scores, and chat volume.
Moreover, it is possible to connect o an external tracking tool for more advanced tracking.
Conclusion: Top benefits of live chats
A live chat could be deemed as a major sales tool.
Through live chat, sales representatives have the opportunity to get to know customer needs and preferences in a deeper way.
As more and more organizations these days are looking to integrate live chat to boost their brands, a software development company readily provides the exact services that meet the demand.
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Bentley Raynot working as a digital transformation and business strategist at TatvaSoft UK. He has helped many businesses with his change-oriented mindset and collaborative skills. Besides his profession, Bentley likes to share some new and trending technical aspects. Please visit here to know more about his company.