The Advantages of Using Live Chat Support Services
In today’s digital age, 81% of Americans own a smartphone and spend an average of 24 minutes per day using messaging apps. This ease of communication is generating a need for brand interactions that are just as seamless – and quick – but businesses are struggling to offer the best-in-class experiences that customers want.
What Are the Benefits of Using Live Chat Support Services?
Brands must examine their communication channels in order to meet customers in their preferred channel. Live chat support services bring you and your customers closer together.
While live chat and messaging are sometimes conflated, there are important distinctions to be made. Live chat is a real-time interaction that takes place on your website or mobile app, whereas messaging is an asynchronous conversation that takes place over time. During a live chat session, the consumer must be present at all times. Messaging, on the other hand, is frequently enabled through social media channels such as WhatsApp, Facebook Messenger, or Apple Business Chat, and allows customers to communicate with companies while going about their daily lives, returning to the conversation when it is convenient for them.
Consumers expect brands to provide customer service via digital channels in 71 percent of cases, and 56 percent prefer to communicate with brands via digital channels for customer service or brand engagement. This emphasises the necessity of ensuring that live chat support services are easily accessible for organisations aiming to increase customer happiness and loyalty.
The Advantages of Using Live Chat on Your Website
Consumer Expectations Met and Exceeded
There’s nothing like receiving what you want when you want it, and today’s customers are used to it. Consumers are no longer willing to put up with excessive wait times to speak with a customer service representative or the inconvenient nature of sluggish email responses. Live chat allows you to reach out to customers right when they have a question or a problem that they can’t solve. Customer experience (CX) is improved when live chat support services are easily accessible and available, with an overall satisfaction rate of 83 percent.
In order to proactively reach out to customers, live chat can be strategically applied to specific pages or made available during peak hours or seasons to assist engage inactive or indecisive website users. When you reach out to customers via live chat, they are three times more likely to make a purchase, displaying a brand’s excellent customer service right from the start. In fact, 90% of customers are willing to pay more for a product or service that includes excellent customer service. Consumer service that is quick, frictionless, and available 24 hours a day, seven days a week is difficult and expensive to provide without outsourcing. Outsourcing your live chat assistance can make a huge difference in your company’s bottom line. Taking use of labour markets in a variety of time zones can give 24/7 help in a variety of languages and industries. Having a team in a different time zone might also give you a competitive advantage by allowing you to work longer hours. You can make the most of your time and complete jobs more quickly. Productivity gains and positive client feedback equal growth. As your business operations work smoothly, your turnaround time improves. Your consumers are happy, too, because you exceeded their expectations.
Participate in the Channel of Your Choice
Around 1.38 billion cellphones will be sold globally by 2020. Google Android and Apple iOS have a combined market share of almost 99 percent of the global market. It’s no surprise, however, that 65 percent of American customers prefer to communicate with brands through digital platforms if given the option. Furthermore, some clients prefer speaking online since it is more convenient, easier to understand, and less stressful than talking on the phone with a stranger.
Conversion Rates Have Increased
Live chat assistance can be built and triggered to connect with customers at certain stages along their trip – a path that can be fine-tuned to ensure that customers receive proactive and intentional care when they need it most. Those who make a purchase using live chat are 2.8 times more likely to convert to a sale and 3 times more likely to make a buy than customers who do not. Furthermore, 52 percent of customers are more inclined to repurchase from a firm that offers live chat support since they were able to get help when they needed it the most. Integrating live chat onto your website can help you increase visibility, traffic, and sales.
Encourages cost-cutting.
In contrast to the one-on-one engagement of a voice call, live chat support professionals are skilled multitaskers who manage concurrent chat conversations. Operational efficiencies are achieved by reducing operational costs and voice-based support while maintaining high levels of customer service.
- Production time was cut by 33%.
- The number of calls received has decreased by 42%.
- Conversations between the same number of agents improved by a factor of two.
- Customer satisfaction has increased by 92%.
Chat connects your customers with your team in a matter of seconds.
Customers, particularly those of a younger generation, are increasingly preferring to communicate via chat.
Why Should You Consider Live Chat? Chat consistently achieves a customer satisfaction rate of 80% or higher. Outsourcing
Chat allows clients to communicate with live agents in real time, providing customer care and assistance in a similar fashion to voice-based agents, but through the internet. While the service provided is comparable to phone assistance, providing best-in-class chat support necessitates a different strategy.
Agents that provide live chat assistance require a different skill set than those who provide voice-based support. It’s critical to be able to multitask successfully, interpret emotion, and express empathy digitally while also juggling multiple conversations without losing track of what’s going on.
Your outsourcing partner will be in a good position to find people that have the soft skills you require. Requesting that phone-based agents manage chat chats will not produce the greatest results.
Outsourcing also ensures that your live chat business is set up to meet industry service-level agreements (SLAs) in order to maintain client satisfaction. Customers should not have to wait more than 45 seconds for a conversation to begin, and no more than 30 seconds between client and agent encounters, for example. Live chat is especially well suited to being supplied from an offshore site, resulting in cost savings. India is one of the few outsourcing destinations that can give live chat assistance. India’s new generation of globally savvy young professionals, many of whom are fluent in English, has one of the world’s largest and most highly skilled labour pools. India also provides multilingual support to suit all of your customer service requirements. Customers’ loyalty and support for your business are strengthened when you have the flexibility to meet their needs.
