Most of you are already familiar with the advantages of live chat software. But are you aware of the breadth of these benefits?
Live chat has a favorable effect on more than simply sales. It has a good influence on support, service, and satisfaction.
We couldn’t possibly cover all of the benefits of live chat software in one blog post. So, here’s a brief rundown of our top 6 picks.
What is Live Chat Assistance, and How Does it Work?
Unless you’ve been living under a rock, you’ve almost certainly encountered live chat on a website. Live chat is a piece of software that allows a business to communicate with website visitors in real time and answer any queries they may have.
A live chat feature normally appears as a little pop-up box on the right side of the screen.
After hitting start, the user is connected to the live chat and may ask questions, follow up on orders, and get the help they need.
Why live chat?
The numbers speak for themselves when it comes to the utilisation of live chat support…
- Live chat generates a 48% boost in income per conversation hour and a 40 percent conversion rate improvement
- According to Zendesk, consumer satisfaction with live chat is higher than with any other type of customer care, including phone assistance (91%), help center/FAQ articles (83%), email support (82 percent), Twitter support (81%), and Facebook support (74% )
- One of the most significant benefits a website can provide, according to 44% of online shoppers, is having questions addressed by a live person when making an online purchase.
Which Live Chat Services are the Most Effective?
There are several live chat services available; we’ve selected five for you to examine.
Each choice has advantages and disadvantages, so do your homework before deciding which one to choose. Some may be better for people on a budget, while others may be more suited to e-Commerce or the sales and marketing departments.
Benefits of Live Chat
According to Forrester, if consumers can’t get a speedy solution to their query, 55 percent of buyers will abandon their online transaction. And if live chat help isn’t available, 77% of customers will not make a transaction.
What’s the takeaway from this? It’s vital to give your consumers a way to ask purchase-blocking questions and obtain immediate responses. One of the most effective methods to do so is through live chat.
Providing a live chat option with an agent may have a significant and demonstrable influence on the bottom line. According to a survey, customers who engage in live chat are 2.8 times more likely to convert than those who do not..
Enhanced Customer Satisfaction
Consumers are increasingly preferring to engage with companies via live chat. And when consumers use live chat to contact customer support, they are often more satisfied than when they use other channels.
In fact, when compared to email and phone help, research shows that live chat provides the best levels of client satisfaction.
Customer happiness may be improved by providing live chat. Customers who are satisfied are more likely to make a second purchase and tell others about their positive experiences.
Better Customer Relationships
Of course, live chat is a useful tool for answering inquiries, making recommendations, and resolving issues. It’s also a terrific tool for creating rapport and making genuine relationships with new and existing clients, because of its conversational character.
What difference does it make? Because customers who are emotionally attached to a brand are more likely to spend more and stay longer. According to Motista research, emotionally linked customers have a 306% higher lifetime value and remain 1.5 times longer with a business than those who aren’t.
A Strategic Advantage
According to Salesforce’s State of Support report, live chat is used by 52 percent of service teams today. A further 23% want to use it during the following 18 months.
If your rivals don’t provide live chat, it’s a terrific approach to set yourself apart. And if your rivals do, it’s critical that you do as well. You’ll lose business from customers who appreciate this key service channel if you don’t.
Higher Average Order Value
Live chat may help you boost the value of a transaction as well as increase sales.
You may propose related items and services via up-selling and cross-selling to boost the average order value by utilising live chat to communicate with the customer and understand their needs.
If a customer wants to buy a new laptop, for example, a chat agent can suggest one that suits their requirements. However, suggesting a laptop case, bag, or other laptop-related accessories might boost the average purchase value.
Virgin Airlines utilised live chat to revolutionise their business, according to Internet Retailer. They up-sold clients with extra items using live chat software and converted them 3.5 times more often, resulting in a 15% increase in average order value.
Support Expenditures Should be Reduced
It’s no secret that customer service is costly.
A customer care agent in a standard call centre will handle both phone and email queries. But only one at a time (imagine having to answer two phone calls at the same time).
The advantage of using live chat software is that it eliminates all of this.
Customer support agents can engage in as many as six simultaneous conversations, according to Telus International study, depending on the intricacy of the issues involved.
Because you can manage many client conversations at once, you’ll require a much smaller crew to answer customer care requests, lowering your support expenses.
If that isn’t enough to persuade you, consider that live chat is more than half the price of processing phone calls.