In a digital world, speed is King. Your customers expect to find things immediately, from overnight shipping to instant access to your product or service. In fact, an immediate response or a quick action is something that they generally get in most places. And even when we say that prompt customer response is what keeps your customers hooked, many businesses still lack on this front. We do have an option of Live chat with chatbot, so let’s look at the crux of it.
Research shows that the average response time on social media is 10 hours for customer service requests. Worse yet, it takes more than 12 hours to reply to the mails! Delays like this are going to lose clients. But how can you react to your customers quickly? It’s easy – use live chat!
Live chat can be initiated when a chatbot fails to resolve a customer query. When a complex query arises, a chatbot can direct the conversation to a real agent via live chat.
Live chat feature with Chatbots
Live chat allows you to speak to your customers in real-time while they are on your website. It’s easy, simple, and customers love it because it’s 100x faster than any other platform for digital service. Companies from major banks to small e-commerce outlets are now using live chat tools to boost customer service and response times. So, it’s not shocking that 33 percent of customers now expect to see the live chat on every website.
Live chat, however, is much more critical than providing quick customer support. So here are some live chat advantages to show you how chat can have a positive impact on your company.
Let’s continue with it!
1. Increase sales and conversions
The potential to increase sales is the first major benefit of using live chat on your website.
The American Marketing Association found that B2B businesses that used live chat saw sales rise by 20 percent on average! Your prospects and customers will have concerns about your product or service when searching your website.
You can respond to your customers directly with live chat–and while they’re still on your website.
Live chat gives you the opportunity to hold hands over your customers, help them overcome objections and make a purchase decision. It’s like getting a standby sales assistant, staying on your website. Furthermore, a report found that 35% more people made a purchase online after using live chat.
2. Reduce support costs
It’s no secret that it can be difficult to serve customers. For typical call centres, all phone and email requests are answered by a customer service agent. The advantage of live chat software is that all of these factors change. Being able to handle multiple customer chats at once means that you will need a significantly smaller team to handle customer service requests–thereby reducing your support costs. Live chat is also more than 50% cheaper than handling phone calls.
3. Build trust with clients
The seller gets the opportunity to build a relationship with you during the sales process when you step into a physical store. This helps them to build confidence and make the purchase. But you likely won’t do it online. Obviously, buyers are suspicious about buying things from people they don’t know. It is the nature of man. But you can have a direct conversation with your customer with live chat features on chatbots that helps you to build confidence and close the gap between online and offline transactions. Without live chat, you will have to work much harder with your website visitors to build confidence.
4. Satisfy your customers
Live chat is a great opportunity to enhance customer support and provide your website with memorable customer experience. Thus, customers prefer to use live chat.
Live chat has the highest level of satisfaction for any customer service channel, with 73 percent compared to 61 percent for email and 44 percent for the telephone. The reason for live chat’s high satisfaction levels is due to “the efficiency and immediacy of the experience”, says Kirk Parsons, a Senior Director at Market Research company, J.D. Power.
5. Keep in contact with visitors
Not everyone visiting your website will buy from you immediately, unfortunately. For people that use live chat, you can collect information about them and turn them into leads.
By asking the user for their contact information before a live chat session begins, it not only helps to identify an existing customer, but you can provide a more personalized customer experience by asking for their name.
If the user of the chat is not a client, you now know who they are. Use this to your advantage and ask them if as part of your email marketing campaign they would like to receive news and promotional material. They may not buy from you today, but you can be persuaded over time that your company is the right fit for them by getting their contact information.
Another benefit of using chat is that 63 percent of consumers are more likely to return to a website that offers live chat even if you are unable to collect contact information the first time around. So instead of dealing with anonymous guests, you’re going to talk to dedicated prospects.
6. Improve website experience
Your customers don’t have to stop what they’re doing with live chat and pick up the phone or send an email when they have a question. Instead, they can get a live person to answer their questions immediately. This is critical–particularly when it comes to purchasing or subscribing to online items.
Forrester Research found that if they can’t get their questions answered quickly, 57 percent of customers give up their purchase.
Furthermore, the same study found that as one of the most important features a website can deliver, 44 percent of online customers rate getting their questions answered by a live person while in the middle of a purchase. While enhancing the website experience helps customers, the business advantage here is that customers using live chat on a website are 3 times more likely to make a purchase – making a positive impact on your end result.
7. Live chat is a convenient channel
For customers, one of the key benefits of live chat software is its convenience. They can use it with minimal disruption to their day, typing out messages whilst continuing to multi-task.
8. The feature creates choices
Some of us hate picking up the phone. Some dislike social media; for others physical meetings are the devil; some hate laborious email conversation. Adding a chat option adds choices for your customers.
9. You can easily harvest data
With live chat comes reams of valuable data. The pre-chat survey yields key contact details, chat sessions are rich with information, and post-chat surveys provide you with useful feedback.
10. Live chat saves money
Live Chat is cost efficient because of these 3 main reasons:
- It increases efficiency by allowing live chat agents to handle multiple chats simultaneously. So, as a business you don’t need to hire more agents. Intelligent live chat software allows multiple options for chat distribution and utilisation.
- It increases the average order value. Customers get realtime advice and answers to any questions they might have. It saves expenses as a live chat representative can help you pick the right product or service that best suits the customer.
- Lastly, it reduces overall help desk centre costs by lowering the waiting queue time when compared to a call centre.
11. Removes language barriers
For international businesses, one of the key benefits of live chat software is its multilingual capacity. Your messages can be translated back and forth in real-time, opening your website to the world.
12. Ensure rapid resolutions
As well as this quick connectivity, chat resolves the issue at hand rapidly. On average, it only takes 42 seconds to resolve a query using live chat software – making it a highly efficient channel.
13. Receive the highest customer satisfaction rate
Live chat shows the highest customer satisfaction rate of 73% if compared to other customer service channels.
For instance, only 61% of email support users and 45% of social media support users were satisfied with the customer service they received via corresponding channels.
14. Ensure increased sales
There are several studies that prove that live chat helps in increasing overall business sales.
One of these studies shows that live chat can increase conversions by 20%. Also, the typical ROI rate from paid live chat software for sales teams is about 300%! The same report states that customers who use live chat are 3X more likely to make purchases than those who don’t.
15. Get improved customer service and loyalty
Facilitating visitors of your page to receive an answer within seconds instead of spending a few minutes reading several reviews will save them time, which makes live chats efficient and convenient. Although it’s a matter of minutes, it really counts – customers are in a hurry and they want to make a good purchase and do so quickly.
The Customer Service Benchmark survey of 2000 consumers found out that live chat has the highest customer satisfaction levels at 73 percent, as compared to 61 percent for email support and only 44% for traditional phone support.
Therefore, these numbers prove that customers return to businesses that offer live chat facility as they feel more confident doing business with companies that make support easy, hassle free and prompt. Live chat support like Chat Outsource helps companies by giving quick answers to customers enquiries about the products/services, solves problems faster and assures them that you are available at all times when they need you. This is a very effective recipe for improving customer service and building long-term customer loyalty.
16. Offer this feature because your customers like to chat
Repeated studies show that customers respond positively to live chat on websites. Users, in general, prefer Live chat over any other customer service channel. This includes telephone and email. As a matter of fact, customers value live chat during the sales process itself.
Whether it’s used as a customer service tool or as a part of the sales journey, live chat gives customers the real-time interaction they want. At the same time it is more cost-effective, trackable and flexible than a telephone call.
For many customers, live chat is convenient and less stressful than speaking on the phone to a live agent. It’s easier to interrupt a session and return with the document or reference they need.
You can no longer ignore live chat with chatbot features if you want to succeed in business today. Using live chat, you can communicate on a channel they prefer with your customers and use it to provide an unforgettable experience. If that isn’t enough to persuade you of the advantages of live chat, you’ll also lower the cost of service and increase the average order value and total sales.
Make use of live chat with chatbot and much more with Engati chatbots.
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Thanks for reading!