Here are some of the most meaningful ways that offering live customer chat can benefit your organization.
1. Give the customer what he (or she) wants
Customers increasingly seek chat as a preferred channel over phone calls, emails, and social media communities. By offering live customer chat, you’re ensuring that your customers have the support option they want.
2. Increase sales
By answering questions in real time, you instantly remove any obstacles along the purchasing path. This allows your buyers to complete their purchase and get on with their lives.
3. Drive satisfaction and loyalty
Because live customer chat allows your customer to report an issue or ask a question that can be resolved immediately, studies have shown that customer satisfaction levels increase and customer loyalty rises.
4. Live customer chat is efficient
Through a real-time, two-way conversation, chat is an extremely efficient customer service channel when it comes to addressing your buyer’s questions and concerns. But in addition to that, one customer service representative can typically manage four or five different chat sessions at once which also improves your team efficiency.
5. Chat is less expensive
Businesses find that the cost per transaction is much lower with live customer chat than other communication channels like a call center or social media community.
