In this digital age, competition is sky rocketing. Customer care has become a centrifugal force for businesses. You can employ various tools for providing quick support to your customers. Live chat is one of them. According to a report by Forbes, Live chats can result in 48 percent revenue growth per chat per hour. By adding a small button in the corner right of your website, you can provide instant support to your customers. But that is not it.
There is a lot more a live chat can do.
Provides Real Time Convenience to Customers
People visit a website for two reasons:
- they are looking for something to buy (potential buyers),
- and second looking for help (current customers).
The potential buyer might be some person window shopping and scrolling the internet, or someone looking for a specific item. In both cases, your aim is to make a sale. By providing live chat support, you can offer them assistance by helping them dig up the item they are looking for, help them compare various features of a product and let them know of any offers or sales. It can enormously affect the mind of the purchaser.
Current customers might be visiting the website to seek help. They want to know about the return policies, check the status of their order, give you feedback on your service or report a bug in the product. You live chat can allay their apprehensions. It can provide instant support to your customers, you can analyze and solve the problem at the spot, without your customer having to wait eons to get their queries addressed.
Live Chat Is Budget Friendly
Another benefit live chat offers is cost efficiency. But, how? A live chat agent can handle multiple chats at the same time. You are not required to hire a huge number of agents to handle live chat intelligently. You can also outsource your services at an efficient price to professionals. Thus, your office cost is reduced as well.
It can also increase order value as customers are getting a real-time experience. It can also save product return expenses. Your live chat agent can assist the customer buy exactly what they are looking for. Customer satisfaction is guaranteed which diminishes the chances of returns. It reduces help desk center costs since the waiting queue time is lowered.
Live Chat is the New World Order
Earlier, we used to have forms and surveys to attain customer feedback. The process was tedious, and it seemed impersonal. It clearly felt as a business conversation. People would answer the questions you had provided them with, and they would answer. Live chat gives the opportunity to have a one-on-one interaction with the customer. You can provide them the option of having an anonymous conversation, or ask them for details for future interactions. Also, a live chat agent can give a humanly response which makes the customer feels valued.
Easy Access from any corner of the Globe
Live chat is especially important if your long term business goals include spreading your wings across various regions and continents. You can provide excellent customer care to your huge client base without setting up offices in various countries.
Gives you a Competitive Advantage
If is say it once, I have said it a thousand times. Competition in today’s time and age is high. It has never been so crucial for businesses to stand out in the market. Business rivals are increasing every day. Adding Live Chat to help-desk software provides real time answers to visitors preventing them from jumping on to the competitor’s website. Regardless of the size of your business. It could be in the nascent stage, live chat gives you an edge over competition in any industry.
Better Customer Experience
Another great benefit of live chat is improved customer experience. You can send proactive invitations to chat. This function can turn window shoppers (accidental browsers) into loyal customers. Thus, creating a long term relationship with your customers. Resultantly, your conversions and sales will increase manifolds. Live chat enables your chat agent to observe the customer’s attitude and tone. This way, the agent can adjust their style to fit the situation. It will lead to building a rapport and friendly relationship with your customers.
Excellent for Multi-Tasking
Live chat is also great for multitasking. While the customer is typing their response, you can talk to another customer, or analyze and search the product they are looking for. It increases your business efficiency and overall productivity.
You can also increase productivity by adding features that offer canned messages, for instance. It saves your and the customer’s time. Your live chat agent will not waste time repeating the same answer for a problem for different customers. Canned messages facilitate you to respond quickly to common queries with a standard response.
Helps you in Record Keeping
Data collection is a major perk of live chat. You can store and organize data collected through live chats and review them at your convenience. It can inform your marketing and product team of the pros and cons of the services and tells them if there is any flaw to fix. It will also boost their confidence to work harder. You can also use the data acquired for sending emails or greeting cards targeted directly at the customer.
Concluding Lines
Customer care has become the central feature of modern businesses. A customer does not always knows best, and it is your duty to guide them. Live chat gives you the feature of having a one-on-one chat with the customer. The customer also does not have to wait long hours in queues to get a single answer. Live chat can increase your profits, and cut down on your expenditure. At the end of the day, customer satisfaction, and increased profits is what every business dreams of.
