4 Benefits of Implementing Live Chat
Live Chat: Enhancing Customer Satisfaction
In today's digital era, consumer expectations and demands are on the rise, underscoring the importance of customer service in the online environment. A survey conducted by Live Person estimates that the majority (83%) of global consumers seek assistance while navigating a website. (Chatroulette)
Implementing live chat on websites is a strategic choice for providing digital support and offers several significant benefits.
If your company has not yet implemented it, here are 4 factors to consider:
1. Enhance customer satisfaction and trust with live chat
Being readily accessible to consumers in the digital realm and providing relevant and helpful information are essential elements for enhancing customer satisfaction and trust. Live chat is one method of achieving this. Support agents can promptly address various inquiries while also directly sharing knowledge base articles or other pertinent resources.
On the other hand, a survey conducted by eDigital Research found that "live chat boasts the highest levels of satisfaction among all customer service channels." The primary reasons identified were "the ability to have questions answered quickly, the convenience of multitasking while communicating, and because it is perceived as a superior communication method."
2. Gain a competitive edge
There are still numerous companies that have not implemented live chat on their websites, creating an opportunity gap. The simple fact that consumers can engage directly with a representative from your company in real-time provides a competitive advantage over the competition.
3. Utilize conversation history as a tool
The history of conversations between consumers and customer service agents is a valuable tool both for marketing purposes and for monitoring the quality of service offered. From a marketing perspective, managers can analyze consumer needs, desires, primary questions, and concerns to make improvements to products or services. Likewise, valuable insights can be gained to enhance the website. (Random Video Chat)
For example:
If a significant number of inquiries and discussions revolve around a particular product, it may indicate specific demand or deficiencies in the product description, among other factors.
On the other hand, maintaining conversation history serves as a means of evaluating the performance of customer service agents and ensuring they provide the appropriate assistance.
4. Increase the likelihood of purchase and revenue generation with live chat
Live chat is one of the most cost-effective (if not the most cost-effective) ways of providing live support. Consequently, it serves as a means of reducing the abandonment rate before completing a purchase on the website. The survey conducted by Live Person also found that reasons for abandoning an online purchase include insufficient information about the product (56%), needing to ask a question and not finding the answer (37%), and difficulty in obtaining any form of assistance (30%).
