The main benefits of offering this service to your customers are numerous. Here, we will discuss the benefits of offering live chat support and how you can integrate it into your website. Additionally, we will discuss the advantages of live chat software, the benefits of faster support, and the costs involved. For those who are still unsure about whether to offer live chat support to your customers, keep reading to learn more about the benefits of this type of customer support.
Benefits of offering live chat support
One of the most significant advantages of live chat is its ability to decrease queue times and provide valuable insights. A recent survey indicated that people value experience over price, and brands report that customers who use live chat services are more likely to purchase. And according to research, more than 90% of customers believe that a “Live Chat” button makes them feel more confident when shopping. Thus, without offering live chat support, businesses will be at a disadvantage regarding sales and customer trust.
A live chat conversation also creates a record of the customer’s concern. In addition, service agents can see which page the visitor is currently on, guiding them accordingly. Moreover, customers who use live chat services also like multi-tasking with a service agent. This feature is used by over 10,000 companies and is an effective customer service tool. Moreover, live chat helps to reduce wait times and maximizes customer satisfaction.
Ways to integrate live chat
A key aspect of live chat integration is to avoid interrupting the customer’s shopping experience. The last thing your visitors want is to be interrupted during the checkout process. Therefore, if you implement live chat on your website, ensure that the live chat button is not visible by default. This way, visitors will not be prompted to chat with you whenever they visit your website. Also, include the hours that is available.
One way to integrate live chat support into your website is to use a widget. The widget is easy to integrate and has dozens of options to add to your site. In addition, the message comes with an available device visitors can add to their site. Plugins are available for most popular platforms such as WordPress. If you don’t use a plugin, you can manually add the code to your website.
Ways to deliver faster live chat support
One of the most effective ways to improve customer service is through automation. You can set reminders using Google Calendar or chat snoozing to revisit older cases. Automating certain aspects of live chat support can help you save resources and improve the quality of service. However, you must remember that this process will require twice the human resources and can sometimes be automated. Here are three ways to optimize your live chat support.
Managing efficient response rates is a great way to improve live chat support. It helps agents make better notes and ensure customers that their requests are being addressed. Agents can also see the entire conversation, which makes it easier to respond to urgent requests. It’s also possible to prioritize queries based on urgency. In addition, live chat allows agents to read the conversation, so every detail is noted. By following these tips, you’ll be able to provide better service to your customers and boost your sales.
Cost of live chat support
The cost of live chat support is significantly less than phone support and can dramatically increase revenue. A customer has to search for the company’s phone number, type it in, and navigate through a menu to reach an agent. Live chat can eliminate these steps, enabling you to focus your attention on selling your product and reducing expenses. Read on to learn more about the benefits of offering this service and how much it costs to get started.
Another great advantage of live chat is its ability to expand your customer base. Traditionally, most businesses have limited geographical coverage, and therefore customers are unlikely to travel long distances to make a purchase or inquire about a service. Live chat offers a more immediate way to reach out to international customers.
Conclusion
While expensive international calling rates prevent international customers from contacting companies, live chat allows agents to handle multiple chat requests at once. Regardless of your target audience, live chat can help you reach them and positively impact your business.
For more details:
How to Improve your Live Chat Support
