As a business, you need to communicate with lots of different people on the regular, whether it is customers, clients, vendors, or other employees. Considering the various channels that are present in today’s world, when it comes to customer support, businesses need to be present and provide full support across all platforms, which include phone, email, self-service and live chat.
Not many would be aware of this but live chat is a popular support tool amongst customers. Recent studies have shown that around 40% of online purchases are related to online purchases. So what makes Live chat so important in customer service? Well, it is the only form of customer support after phone, which provides a real time customer support, being the only real-time customer support on the Internet, which is the largest platform for buying and selling goods today.
So why exactly is live chat support is a must for customer support? Lets find out.
Proactive Customer Interaction
Customers belonging to the digital age are familiar with the speed at which services can be provided, and expect the same swiftness from every business. Those firms that fail to live up to these standards get left behind. This is one benefit of live chat customer support, especially for ecommerce businesses. Having a support agent available at all times establishes a sense of confidence in your customers, letting them know that there is someone who is ready to provide assistance if and when required.
Increased cross selling and up selling
Customers who purchase products online are always seeking technical assistance. For example, if the customer has added a few items into the cart, but want to clarify a few things before finalizing the purchase will not send an email or make a phone call. They want the assistance immediately. Having an agent on live chat support lets your customer clarify any doubts in real-time. Besides assisting with sales, it assures that customers come back to your website if they ever want to make another purchase, increasing chances of repeat sales.
Reduced service costs and response time
The initial set-up and implementation of live chat is quick, easy and cost efficient. Live chat is cost-effective for the business as well as the customer. Where a customer will have to pay money to make a call to the phone support department, they can connect with live chat agents immediately. While alternative support portals like voice support and email support tackle one customer at a time, live chat customer support agents can handle more customers in real-time, which helps reduce response times and leads to an increased customer satisfaction rate.
Identify prospects and create enquiries
The simplified process of converting an incoming enquiry or feedback into a ticket enables you to make the most of the conversation. If the query is technical and requires specialized assistance, you can easily assign the chat or add an agent from that specified department to join the conversation and provide a quick, meaningful resolution.
So take advantage of the online live chat software and make customer interactions more effective, provide more meaningful suggestions, reduce response times and increase customer satisfaction levels.