Live chat is proving to be one of the best service channels for meeting customer needs, from the first contact through post-sale support.
Here are 5 reasons why your customer service should move to live chat
In short, live chat:
- Improve customer satisfaction
- Takes the load of your customer service
- Increases efficiency and reduces cost
- Provides business intelligence
- Maximizes sales
The slightly more elaborated version:
1. You want to improve customer satisfaction
There can be many reasons why your customers are not entirely happy with your company. Customer support often plays a role in this. Spending too much time or effort on contacting customer support makes your customers frustrated.
And just to recap, here are the top six reasons why customer satisfaction is so important:
- It’s a leading indicator of consumer repurchase intentions and loyalty
- It’s a point of differentiation
- It reduces customer churn
- It increases customer lifetime value
- It reduces negative word of mouth
- It’s cheaper to retain customers than acquire new ones
Adding live chat improves the customer experience and increases satisfaction.
2. Your team is overloaded with emails and phone calls every day
If your customer support team is overloaded with calls and emails, response time increases and that quickly becomes frustrating for your customers. There is no reliable way to prioritize calls, as you have little to no idea what the customer’s problem is before you answer the phone or read the e-mail.
People dislike being kept on hold for too long. And with e-mails you often find that you don’t have the full picture required for you to be able to help the customer. Sometimes you will need to ask the customer for more information, increasing time spent and giving the customer a less than optimal experience.
With live chat the interaction happens in real-time and getting any additional information is easy.
3. You want to improve efficiency and reduce customer service costs
The more customers contacting your team, the more people you need to handle customer interactions. With live chat, agents can handle multiple conversations with customers in real-time. Predefined answers for the most frequent issues, redirecting customers to web pages and routing a customer to the correct department are just some of the tools you have at your disposal to make the interaction even smoother.
This drives the cost per interaction for live chat much lower than alternative methods like phone or email support.
4. You want more information about your website customers
Unlike the telephone, where operators have limited insight into a caller’s identity and concern, many live chat systems capture customer data and present that online intelligence to your agents in real time. Using this information, they can optimize and personalize the chat session for improved service and sales.
5. You want to maximize your sales
Having a real-time conversation with the customer is the perfect upsell opportunity. You can also add offers during various points of the chat conversation or at the end of the chat.
As an online tool, live chat can help you offer the best possible service to your customers, increase efficiency and maximize sales. And unlike other channels such as email or contact forms, live chat provides instant support, with minimal customer effort required.
So why not add live chat to your website now?
Netop develops and sells market leading software solutions, enabling quick, secure and easy transfer of video, sound and data between two or more computers. We have done this for more than 30 years and we have used this knowledge to make Live Guide the most secure and reliable solution on the market. Live Guide helps companies deliver excellent customer service, reduce support costs comply with strict security demands.