Your customers are your important assets of the business. You don’t need to be a marketing guru to know that quality customer service plays a vital role in the business arena today. Good words from your customers would help you grow your business in the long run.
Today, as the technology is advancing, a lot of ecommerce websites have been adding live chat support to their help desk software, in order to provide real time answers rather than customers leave their website unattended. Real time live chat with a customer support expert does not only build the confidence of the customer in your brand but also helps you improve your conversion rate. According to a research, 68% engage in live chat and 63% prefer getting back to a website with live chat for a repeat purchase.
Live chat agents are beneficial for your business as they add a human touch to your website and provides real time answers effectively to your customers. Here are five crucial reasons why live chat is beneficial for your business today:
Live Chat is convenient for customers:
The most praised benefit of having a real-time customer support agents is the level of convenience it adds to the customers by providing customers immediate access to help. According to a Forrester research, 44 % of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.
The waiting time is usually much less than a call center, and customers can easily multitask while waiting. Moreover, the pain of having to dial a toll-free number and navigate through a maze of numeric options is non-existent.
Live Chat saves money:
Live chat software has consistently proven that it cuts down on expenses on both employee task time and phone expenses. Implementing live chat support will increase efficiency by allowing chat agents to handle multiple chats at the same time. It also reduces overall helpdesk center costs by lowering the waiting queue time when compared to a call center. Live chat customer support is not just a process improvement but it also increases your conversion rates.
Increases conversions and sales:
Having a real person assists you in making a purchase decision, builds up the confidence of the customers and they tend to spend more than the ones who don’t use the live chat option at all. A positive experience leads to a higher order value, hence your sales are directly affected by providing a real time chat support.
However, the key to successful conversion rate is to have properly trained representatives who could provide customers with valuable knowledge about their products and should be able to recommend additional products that may be a perfect fit for that particular customer. They can also offer discount coupons to the customers who are still reluctant to make a purchase.
Building Long term customer relationships:
Satisfied, long-term customers are statistically less likely to switch. An added advantage is that they tend to be less price sensitive. The market experts say that customers who feel well taken care of, are less concerned about what they are paying.
According to a recent report, 63% of customers who have used live chat are more likely to come again than the one who don't. Studies reveal that regular customers tend to buy more often and they are less expensive to maintain because of their familiarity with your business and the processes behind it.
Live Chat Taps into Customer Pain Points:
The pain point is nothing, but the customer frustration or a need that is yet to be filled. With real-time live chat, you can provide instant access to your customers’ pain points. When the customers are there at your site, browsing they can simply get in touch with your business representative when they encounter a problem. All of their concern and queries are answered. When the customers are interacting with live chat agents, they usually try to ensure that a product will perform as mentioned or advertised and similarly the promotion will provide the discount that they want.