In the online world, speed is everything.
From overnight shipping to instant access to your products and services, your customer wants everything right now, and they will do whatever it takes to get it.
However, this is not the case when it comes to customer service.
Studies show that the average response for customer service request on social media takes up to 10 hours.
Worse still, email response time takes up to 12 hours!
This is not acceptable. And delays like this cost you many customers.
So how can you respond quickly to your customers?
The answer is simple – start using live chat on your website.
Live chat software enables you to have real-time conversations with your customers as they are doing their shopping on your website. It’s quick, convenient and customers love it because it’s so much faster than any other digital service channel.
Companies from banks to small mom & pop shops are using live chat software to better service their customers and improve response time. So it’s no surprise that customers now expect to see live chat on every website.
But, there’s a lot more to live chat than providing quick customer support for your clients. That’s why we’ve rounded up the top reasons to get live chat on your website.
Customer retention is critical to the long-term growth of your business. Returning customers often spend more, refer friends and coworkers and remain paying customers for years depending on your niche and the competitive landscape of your market. Using a live chat program can help foster these long-term relationships because it shows that your company truly cares about your customers’ input and overall happiness.
Analyzing the data your company gathers across the website and other digital channels is key for understanding what is and isn’t working for your company. Installing live chat software can provide your team with an unlimited number of chat transcripts to review trends in customers pain points, the speed at which care is provided on a monthly basis, where staff is doing well and where they might need a little help and what opinions your customers have about your company.
Since the experience with your business is made more enjoyable with the use of live chat, this often means more conversions and higher average orders from trusted customers that are engaging with you on the platform. Of those who prefer live chat, 80% said they did so because they get their questions answered fast, and 40% agreed it was the fastest communication method. The speed and effectiveness of this customer support is what it takes to succeed and improve your business. Since questions are answered faster and the answers provide customers with more confidence, they tend to spend more than customers who don’t use live chat as they are shopping. Websites that offer live chat see more conversion than those who don’t.
If you are interested in live chat software, please contact us today.