Live support, key of an endless satisfaction
When was the last time you texted someone on WhatsApp or Facebook Messenger? I bet you keep at least three WhatsApp conversations going now while reading this article.
These days, we can’t imagine our lives without messaging. It allows us to have real-time conversations with friends, family, and develop our ability to multitask at the same time. Which brings us to messengers as business tools.
Let’s face it: having various communication channels may turn out to be challenging for a business. Nowadays, the most popular are social media, emails, phone, and in-person communication. Especially if you have to interact with lots of clients day by day. Here is when live chat can save the day.
It’s been said a lot about live chat benefits over the years. Customers prefer it over all the other customer service channels, it increases loyalty and conversions. But is live chat really that awesome? The short answer is yes. Live chat is really THAT awesome. Let’s cut to the case here and break down the benefits of live chat by numbers.
What are the benefits of live chat software?
1. Excellent customer service creates marketing opportunities.
If you’re looking for a cost-effective way to invest in your business, you should consider adopting proactive customer service. Rather than waiting for customers to report issues, this approach reaches out to them before they even know they exist. That way, customers know you’re constantly working to remove roadblocks from their user experience.
But, proactive customer service isn’t just used for customer delight. It’s also an effective marketing tool for introducing and promoting new products and services.
For example, if you create a new feature that solves a common problem with your product, your customer service team can refer it to your customers. They can use your CRM or ticketing system to look up customers who have had this problem in the past, reach out to them via the service ticket, and introduce the new feature as well as its benefits. And, this can sometimes be more effective than a sales pitch because customers feel like the service rep truly understands their issue after troubleshooting their problem.
2. The higher customer satisfaction rate
The benefits of live chat for business start with one of the most important criteria: customer satisfaction. What a brand can stand to gain if it isn’t for its clients?
No wonder that live chat sets the records here. It shows the highest customer satisfaction rate of 73% if compared to other customer service channels. For instance, only 61% of email support users and 48% of social media support customers were satisfied with the service they received via corresponding channels. And call centers scored the lowest satisfaction rate of 44%.
3. Better customer experience
To fine-tune customer experience, you have to meet clients’ expectations when communicating with them. With such a customer communication tool as live chat, exceptional customer experience is around the corner.
Live chat shows the fastest first response time with the overwhelming result of 2 minutes and 40 seconds. This is almost as fast as phone calls. On the other hand, social media and emails demonstrate other statistics. With 10 and 17 hours of response time respectively, these communication channels take a backseat. This is another evidence that live chat has absolute benefits for a business to thrive.
4. Excellent customer service is a competitive advantage.
No matter what industry you’re in, you want your business to stand out. After all, nobody strives to be the “second-best” at something. You want to be better than every other company you’re competing with and you want your customers to know it, too. That’s the key to keeping customers loyal and getting them to continuously interact with your brand.
Customer service can be an excellent differentiator for your company. In fact, 60% of customers stop doing business with a brand after one poor service experience. And, 67% of this churn is preventable if the customer’s problem is resolved during their first interaction. That means if you provide excellent customer service, you’ll not only retain your customers, but you’ll acquire your competitors’ as well.
It’s undeniable that a well-trained, positive customer service team can make your company the best version of itself. Their ability to communicate directly with customers can totally revolutionize your company and grow your customer base.
5. Increased retention
Customer retention is a top-of-mind priority for many businesses since it takes a lot of effort to win new clients. With live chat, a business is available round-the-clock, can collect customer feedback, and react to it to improve products or services to prevent client churn.
It doesn’t matter how you perceive your brand. What matters is how your customer perceives it.
Now that we’ve dived deeper into live chat support benefits, it’s no surprise that this tool is an effective way of communicating with customers. They don’t want to wait on hold anymore and they don’t have to as their issues can be resolved fast and efficiently. Plus, the advantages of live chat support for business say it all: the new era of customer communications is upon us.
We provide quality 24/7 customer support service for brands like yours, we do this to free up your own time and energy to focus on building your new product while we do the magic for even while you are asleep.
Easyweb Integrative System, is not just an IT Solution organization, we also specialized in customer’s support management. our managed service will give a definite answer to your questions.
To learn more about our customer management services fill free to reach out to us.