Live Chat Support Benefits and Importance for Businesses

For customers who live in a different time zone, phone calls don’t work. It takes entirely too long for an email to receive a response. There is no personalization regarding self-service options, and they can’t cover all the various scenarios. The only alternative is Live Chat.

Live Chat Support Benefits

Live chat addresses all of your customers’ needs. It is easy to use, and communication happens in real-time. Nobody is left waiting around for a response. Live chat is quick and personal. These three factors have made live chat one of the most popular avenues for communication between customers and companies. Viafoura can help you with this option.

According to research, around 63% of customers that chatted with a live chat agent were more likely to do business with that company again in the future.

What is Live Chat?

Live chat is a feature on your website allowing visitors to chat with representatives from your company in real-time. This is an excellent alternative to emails or phone calls. The only thing visitors have to do is type their message and click “Send”. In today’s world, most customers prefer a live chat option over any other form of communication.

When they click the “Live Chat” button on your website, a box will appear. Of course, you and your chat operators will have more “powers” over the chat than your visitors.

From your end, you will be able to do the following: 

● Acquire analytics dashboards

● Track visitors/customers to see what they are looking at and how long they are there 

● Easily create quick responses 

● See what they are typing

● Create an efficient workflow by integrating live chat with a variety of apps and platforms 

● Assign and re-assign operators to chats as needed

● Ask for feedback/rating, ban unruly visitors, and more

● View and download chat history and transcripts

● Use mobile apps to chat with customers on the go

The more you chat with your customers, the greater your chances of collecting leads - which means eventually, you’ll have a fair amount of contacts in your database. In addition, you can nurture your existing customers and convert leads by sending out mailings to them.

Why is Live Chat Important?

Live chat is important for your website because you don’t know a customer is experiencing an issue until they tell you about it. For example, perhaps there are issues with your checkout process. This causes many customers to simply abandon their carts without giving you a reason. However, if you have live chat available, they can tell you about their experience so that you can fix it. They are much more likely to let you know about an issue they are having if they have a convenient way to get in touch with you.

Live Chat Support Usage for Businesses

Live chat is a fundamental approach to communication. However, it can help you realize a lot of things. Before we look at the benefits though, let’s take a look at some of the ways that you can use live chat.

1. Customer Service/Support

When it comes to customer support, live chat excels. You have all the tools your customers need to achieve their goals at your disposal. Customers are able to send you any information needed to help you understand their issue and you have the tools you need to solve those issues such as:

● Pre-written responses 

● Live typing

● Transfer to another agent

● Chat assignment

Customers expect to receive a prompt reply when they bring an issue to your attention, which is the main reason they love chat support. Another reason is that it allows for personalized service. This personal approach enhances your relationship with your customer, which improves customer retention.

If you are busy assisting customers and could use some help, you can add chatbots to your live chat option to automate support and decrease the time customers have to wait to be connected to a live chat operator.

2. Proactive Sales

We have already mentioned that sometimes a customer may not be happy about something, but they won’t say anything- they’ll just abandon their cart and leave your website. However, there is something you can do about this. Live chat also offers you the ability to reach out to your customers to ask them if they are able to find what they need or if they need some help.

This is known as “proactive sales”. This allows you to save potential sales and learn of any shortcomings related to your business. Live chat also allows you to see if customers are browsing the most important pages, such as a page with your prices listed or products/services that are high-end. Starting a proactive chat increases the chances that the customer will make a purchase.

One way that you can see the visitors on your website and what page they are on is the Live Visitors List. This will allow you to reach out to them and start a chat. Even if you don’t close the sale, you’ll at least have a lead.

Chatbots are a great feature to include because they are much faster than humans. They can let you know if there’s a visitor on a specific page so that you can start a chat. If you happen to be away from your computer, you can use a mobile app to reply to them.

3. Collect Feedback

Customer feedback can help you learn how satisfied or dissatisfied your customers are, providing you with the chance to improve your business. The best part is to ask them to fill out a survey as soon as the chat ends. This feedback is usually accurate since it’s done right away, and the experience is still fresh in their memory.

Live Chat Support Benefits for Businesses

There is more to live chat than communicating with your customers and giving them the assistance they need. It’s also about you and the positive impact it can have on your business.

The advantages of using live chat on your website are vast, so it’s hard to talk about them all here. However, we will provide you with a quick summary of some of the major benefits.

● Improves your efficiency

● Increases conversion rates

● Gives you a competitive advantage

● Build customer relationships

● Provides you with insight

Conclusion:

As you can see, live chat is the best way to communicate with today’s customers. Most customers would prefer to chat than to make a phone call or send an email. Chat allows them to get the answers they need when they need them and allows you to make a connection with your customer that would otherwise be missed.

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TechGlobeX: Live Chat Support Benefits and Importance for Businesses
Live Chat Support Benefits and Importance for Businesses
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