If you’re running a digital business in these times, chances are you’re going to do great. However, your success is going to stand on certain pillars. One of these very essential pillars is Customer Service. Small scale businesses usually do it all on their own, whereas medium sized or large scale enterprises generally hire in-house teams or outsource the work to specialized companies. Whatever be the case, it’s important to note that in today’s fast-paced business environment, customers expect businesses to act fast and offer instant support.
You probably have a lot of browsers on your website everyday, but are you able to convert most of them? To achieve this, you need to work on pacing up your customer service and what could be better than having a Live Chat Agent working to serve your clients at all times?
Live chat is still pretty much untapped. But if used properly, this tool will not only boost your sales but also help you understand your customers’ patterns on the website. Forester suggests that live chats can bring about a 48% increase in revenue per chat hour and an overall 40% increase in conversion rate.
Here we have listed 10 reasons why you should integrate Live Chat Support on your website:
1. Live Chat Saves A Lot Of Money
Cost-efficiency is a big benefit you enjoy by integrating live chat. When you have live chat service providers working on the back-end, you’re essentially handling multiple chats at a time. Thus, you won’t need to spend a staggering amount of money on hiring more agents.
Moreover, live chat support pumps up the average order value because customers get instant advice and answers to their queries. Consequently, the bounce rate decreases as the chat representative can help the customer pick the right product or service that suits them.
2. Can Be Accessed From Anywhere In The World
With globalization gaining control, and the increase in digitization bringing ease-of-business across borders, you probably have customers spread in different countries. Are you having a hard time providing excellent support?
This is where live chat can ease your pain. With this tool, you can conveniently interact with your customers from anywhere in the world.
Don’t even think about splashing big money in opening offices in different places when you can provide all the support through live chat on your website.
3. Live Chat Allows Your Agents To Build Rapport With Customers
While chatting with the customer, your agent(s) can note the tone and sentiment of the customer and adjust themselves accordingly. By doing this, agents can easily build rapport and make a friendly relationship with the client.
Furthermore, several researches show that people prefer to communicate with real humans rather than getting automated replies. So, when a customer sees that your business has stationed people to take care of them, it instantly makes a good impression.
4. You Don’t Need Multilingual Agents
Now that you have a customer base spread across the globe, you must be receiving inquiries in languages other than English. How do you cater to these inquiries?
The first solution is to hire multilingual agents, but that’s a big cost. The right way to go about this is by having live chat as with this tool your agents can use online tools like Google Translate to easily answer customers in any language.
What’s even more interesting is the fact that some live chat software come with built-in translation features making it even easier for agents to handle live chats in various languages.
5. Competitive Advantage
With the digital business landscape becoming more and more competitive, it is all the more important to put in efforts to stand out.
If you look across, you’d see that many eCommerce websites have already added live chat support on their help desks that is providing instant answers, ensuring that their customers don’t leave empty-handed.
Whether your business is in its early stages or you have a large enterprise, live chat will give you an edge over your rivals in the market.
6. You Convert More, You Sell More
Having a real human being help you purchase something gives confidence, which is why customers like to return and spend more time in such a store.
When a customer enjoys a positive experience, it turns into higher average order value. This means that your sales are directly connected with live chat. Several studies have shown the benefits of live chat. One study concluded that live chat can bring a 20% increase in conversion rates.
That said, it’s also important to train your representatives well. You need to equip them with the right knowledge so they can recommend additional products or services. They should also have discount coupons to hand out to clients who are hesitating in making a purchase.
7. Live Chat Boosts Your Marketing Efforts
It’s never easy to drive a good amount of traffic to your site. You have to work on your social media strategy, put in a lot of marketing efforts, and work on SEO to achieve this, but all of this takes time and money. However, even after spending on these services, you won’t really enjoy any benefit if the leads aren’t captured effectively.
Live chat support allows you to properly greet the customers with custom messages. These personalized messages that align with your customers’ immediate needs play a very big role in strengthening your marketing efforts.
8. 24/7 Support
Let’s face it – the modern day customer expects businesses to be active and available at all times. And as mentioned above, with businesses operating in several parts of the world, it’s become a necessity to ensure they are up and running 24/7.
Providing 24/7 support or service can be almost impossible for a company that cannot hire agents to cover different shifts. And even if the company sets up different shifts, it puts a big impact on the expenses.
The best solution for this issue is to outsource the live chat support to a specialized company. These companies have a huge number of customer support agents working at different times. They can handle your client requirements and get things done for you even in your off hours.
9. In-depth Reports
If you’re using a good live chat support tool, you will have the option to print reports that monitor your customers’ activity along with what your agent is doing. These reports will help your business collect valuable information to make improvements on a daily basis.
Also, you can categorize things and make strategies accordingly. For instance, you can keep track of customer inquiries that were escalated, took a long time to resolve or respond, ignored, and more.
This continuous monitoring can help improve the customer experience as all the pain points will be identified.
10. Live Chat Eradicates Repetition For Your Customers
Customers dislike facing issues. But what they hate the most is having to explain the same problem over and over again. According to a study, more than 72% of customers expect agents to know everything prior, which includes product information and the support history – without being asked.
With the help of active live chat tools, agents can review all the necessary details and also read the text given by the customer. They can view information like which screen the customer is currently on, and notes from their previous engagements with support.
Modern day live chat tools even allow agents to share screens with customers while chatting with them. They can also send links and screenshots to help customers better understand every important direction, leaving nothing uncertain.
Enjoy Support Success With Live Chat
Customers are now getting very comfortable with live chat technology. And now they don’t just see it as an added feature, but they expect it.
Apart from improving the customer experience, this will help increase the agents’ productivity and allow you to collect good quality data. All of this will lead to greater success for your business.