There’s no question whether live chat is becoming more popular today. With higher mobile phone use, customers are looking for quick, accessible ways to get the answers they need when learning about a product or service. Discover the benefits of live chat and decide whether your website could be enhanced with this support feature.
Top Benefits of Live Chat Software
Live chat support extends beyond being an accessible way for customers to get in touch with your business. Let’s look at some of the top reasons why businesses could benefit from live chat.
- Improve customer satisfaction ratings
- Help generate new leads
- Build trust with new and existing customers
- Streamline your communication channels
- Boost live chat agent productivity
- Stay available 24/7
1) Improve customer satisfaction ratings
One of the biggest reasons customers love live chat is because they get an immediate response. This can positively affect your business in a number of ways. Whether it’s dealing with an upset customer who needs help with a billing or technical issue or answering quick questions, live chat tools will greatly enhance your customer’s support experience.
2) Help generate new leads
When a potential customer is discovering a new business, there are a number of questions that they may have before making the final decision. Whether it’s requesting a demo or learning more about a particular product, live chat enables you to speak directly with those customers. Not only does this help reduce phone calls to your support department, but will also increase the likelihood of winning over the customer for future orders.
3) Build trust with new and existing customers
In a chat conversation, users get a personalized sense of your business. By being able to interact directly with your sales and support teams, live messaging provides customers a look into how your business operates. For many businesses, this authentic way of interacting with customers can positively impact both reputation and outside relationships long-term.
4) Streamline your response time
Live chat is popular because of its responsiveness. For many businesses, it’s important to have a quick way for customers to get support. With a chat option, customers can ask questions, provide feedback, and list their issue in little to no time. This enhances customer satisfaction levels for all parties involved.
5) Boost live chat agent productivity
With email and phone call support, getting the right amount of information from customers can be difficult. Live chat enables both service agents and customers to clearly communicate their issue, share product information, and provide links in an accessible manner. Plus, by keeping a record of the conversation, users have the ability to access the information at any time, regardless of whether the chat window has ended or not.
6) Stay available 24/7
Depending on your line of business, website visitors may not be available to communicate by phone or email. Restrictions such as time zone or language barriers can affect the type of customer service they need from your sales teams or support department. With live chat, you can be available at any time during the day or week by setting up automated responses.
Offer Live Chat for Your Business
Live chat is one of the best ways to increase your customer engagement and enhance your customer support. If your website doesn’t have this feature installed, you might be missing out on prime opportunities to increase sales or stay in touch with your customers.
Get in touch with our team to learn how live chat can benefit your business.