Benefits of Votiko’s Live Chat Customer Support for Businesses
Customer service is the lifeblood of any business, essential for establishing a loyal customer base and helping businesses to thrive. Live chat customer service has a number of advantages for both your company and your clients.
Live chat is an important component of company in the digital age since it allows you to speak with clients in real time, which is a great way to connect and support them.
In fact, live chat delivers 73 percent satisfaction, compared to only 61 percent for email and 44 percent for phone.
But it’s not just your client happiness that will improve; customer retention will as well. In fact, over 63 percent of customers said they are more inclined to return to a website with live chat.
So, why do clients prefer live chat?
Here are six reasons why live chat is winning the war for your clients’ hearts and minds, and why you should add it to your customer care channel right now:
1. Customers appreciate the convenience of live chat.
Live chat is useful for a variety of reasons:
Customers can easily connect with an agent via live chat. There’s no need to call a number and press button after button before speaking with a representative.
Customers can multitask when using live chat. This is likely the most significant advantage. For this reason, more than 51% of clients prefer live chat. Customers can do something else while waiting, even if it’s only for a brief time.
The time spent waiting is minimal. No more waiting on hold for hours — consumer concerns are quickly addressed.
The discussion may be saved for later. When past encounters can be referred to for context, it’s easier to advise people through challenges.
Customer issues are immediately resolved. While emails can necessitate a lengthy back and forth, live chat can address issues in a single session.
Customers can get immediate answers to their purchase-related questions. This is a significant advantage, as 44% of buyers believe that the opportunity to speak with an agent while shopping online is one of the best things a website can provide. Customers appreciate your assistance in making purchasing decisions.
2. Live chat gives a higher return on investment.
Businesses are constantly looking for low-cost customer service solutions. One of them is undoubtedly live chat.
For many years, phone and email have been the cornerstones of customer service. However, keeping up with these setups takes time and resources, and they come with various drawbacks, such as long wait times and back-and-forths.
Live chat solutions, on the other hand, are quite inexpensive to establish, and they come with a slew of additional features that make it a superior communication channel.
Real-time customer support and the ability to handle several inquiries at once save time, effort, and money for your business.
3. Live chat gives you a competitive edge.
How frequently do you see a website with a live chat option?
True, many businesses have incorporated live chat in recent years, but not enough (or with sufficient success) to make it widespread. Live chat is still very new.
This is a fantastic opportunity.
Why not fill the void and gain an advantage over your competitors by adding live chat to your website?
Because of the numerous advantages that live chat provides, organisations will finally be unable to ignore it. Brands that do not offer live chat will become obsolete. You can get ahead of the game till then. Set up your offering before your competitors do. Make live chat and excellent customer service an integral part of your company’s identity. You’ll have the skills to generate leads and turn them into loyal customers once you’ve mastered your live chat and customer care offerings.
Take your business to the next level by using live chat and training your agents.
4. Live chat helps you save time.
Increasing productivity in the same amount of time is one of the most effective methods to grow a successful business. Live chat can be beneficial.
The first step is to examine response times and time spent resolving problems. Then you’ll discover how live chat can help you considerably reduce these times. To put the speed of live chat into perspective, Zopim evaluated over 85K talks and discovered that an agent responds to a consumer enquiry in less than 23 seconds on average. The average time for resolution is 42 seconds.
It’s not just about saving time for yourself; it’s also about saving time for your consumers.
Compare the average live chat resolution time to the average email response time of the top 100 US merchants below.
And with US corporations’ first call response times.
When you crunch the facts, you’ll see that live chat offers far faster response times than almost every other customer service channel. With just one live chat representative, you can close more than 60 client tickets each hour. On the other hand, no customer query has been responded to in under one hour via Twitter, Facebook, email, or phone.
You can understand why live chat is the ideal solution to customer service when you convert the time you save into money.
5. Increased revenue with live chat
Live chat, in my personal experience, increases online sales.
When conducting an online transaction, as many as 83 percent of customers require assistance. People like to shop from websites that have live chat. They can respond to questions fast. Live chat assistance during the checkout process boosts conversion rates.
When Post Affiliate Pro put live chat on their website, for example, they saw a 23 percent increase in conversion rate.
It’s best to have at least one agent on hand at all times since, according to Forrester, 45 percent of US consumers would abandon an online purchase if they couldn’t get answers to their queries and concerns.
According to another study, 77% of shoppers believe they need to speak with a live person before making an online purchase.
You’re losing sales if you don’t have live chat. And do you have the financial means to do so?
Based on the numbers, live chat is critical for providing the greatest possible client experience and growing revenue for your company.
6. Long-term partnerships are formed through live chat.
Building long-term relationships with consumers is essential for the long-term viability of your business, since it promotes customer satisfaction and improves the customer experience.
Customers who are satisfied are less likely to switch to a competitor. According to statistics, 89 percent of customers have discontinued doing business with a company because of bad customer service. Furthermore, 86 percent of customers are willing to pay a 25% premium for a superior customer experience.
Live chat is an excellent technique to develop long-term client relationships. When clients believe you are available to listen, ties are formed more easily, and loyalty follows.
In fact, 73 percent of customers believe that nice customer service makes them fall in love with a brand, and 52 percent of customers have made multiple purchases following a positive initial customer service experience.
It all boils down to providing a positive first impression. You’re significantly more likely to get a customer for life if you provide outstanding customer service via live chat on their first visit. These devoted consumers are worth up to ten times the original purchase price.
The customer service race is clearly being won by live chat.
There is no better way to be exceptional every time and keep your consumers coming back than to use live chat. Set up your live chat product ahead of the competition and watch your sales and revenue soar.
Begin offering your clients with the immediate communication they require, and watch your customer satisfaction ratings soar.