Is Live Web Chat Effective?

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In this consumer-driven, fast-paced market, customers want answers, and they want them now. Why make your consumers wait for information when you can connect with them immediately?

Live web chat is a popular form of communication for service and sales because both brands and consumers are comfortable using it. Live web chat enables communication that is easy and convenient, unlike phone calls and emails.  The benefits of online customer service for both businesses and consumers are plenty and its effectiveness can be seen in falling costs and rising customer satisfaction.

An Industry-Wide Transition

Live web chat has been around for at least 20 years, but many businesses are just starting to enable this channel. It continues to gain traction as companies search for ways to enhance their customer service. It’s used throughout a wide range of industries, such as retail, consumer goods, consumer electronics, online services, travel and hospitality, financial services, and more.

People are apt to engage when they are on your website and they have an immediate need. Web chat enables customer service agents to answer questions, provide support, and help guide customers to complete purchases online quickly. 

Companies that enable chatbots, as well as human agents, as part of their live web chat strategy are able to manage an even higher number of customer inquiries. Companies like Brinks Home Security have enabled multiple purpose-built chatbots that route customers to the most appropriate queue or agent, automate the referral process, and even boosts conversions of promotional offers.

When it comes to your website, this becomes a critical way to make yourself available to more customers and for consumers to be able to get the help they need at the time when they are actively engaging with your brand.

During times of crisis, it’s imperative to reframe your metrics and to look far beyond the number of customers an agent helps within a certain time frame. Agents need to be empathetic and that may lengthen interaction times. Consider focusing more on customer satisfaction.

The article is just one example of how companies can use effective digital strategies to weather the coronavirus storm and prepare for whatever the future may hold.  Download the full report on the Quiq website. 

What the Statistics Say

How do you measure the success of live chat? To start, statistics have indicated that about 73% of customers who use live chat feel satisfied after their conversation. This is a massive number, especially when you compare it to 61% of customers over email and just 44% over the telephone.

Better customer satisfaction ultimately turns into higher customer conversion rates and more positive reviews, and becomes a larger contributing factor to business success over time. It is easy to understand why live chat increases customer satisfaction rates when your customers know they can get the convenience of service at their fingertips rather than waiting on hold or sending an email and waiting for a response.  The immediacy of live chat is the more modern way customers get answers and complete transactions.

What Are the Benefits of Live Chat?

Customer service effectiveness can be measured by changes in consumer satisfaction and conversion rates. Live chat is a boon to both customers and agents because it offers both sides a more frictionless way to engage. Some of the benefits of live web chat are that it:

  • Saves abandonment and money: Did you know that 53% of online shoppers are more likely to go somewhere else if they can’t quickly find answers to their questions? Live chat will give you the versatility to respond to leads at the moment when they are actively engaged on your website.  Helping customers when they are most engaged with your site reduces the chance they will go somewhere else. 
  • Improves brand image: By using live chat, you can increase the number of people who buy your products or services, while establishing a stronger reputation. Live chat is an open door to consumers who want to engage with your brand. Brands that make themselves available more often to their customers will reap the rewards of customers who feel that their time and attention are valued by your brand, earning their repeat business and referrals.
  • Builds long-lasting customer relationships: Businesses ready to answer their customer’s questions quickly and in a friendly way begin to create a lasting bond built on trust and respect. According to 2015 statistics, 73% of consumers agree that the most critical part of good customer service is the company’s willingness to engage and show that they care. A little TLC can go a long way!

Reach out Now to Reap the Benefits of Online Customer Service

No matter what industry you work in, live web chat can have a major influence on your business’s success. Get in touch with us today to learn more about how Quiq can help enhance your customer service. You can also reach out to request a demo and see for yourself!

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