Since its inception in 2002, Live chat has become a staple of online businesses. This online customer service technology includes various features, such as online chat, help desk software, and analytical data. With this software, representatives can chat and get acquainted with new clients in real-time. In 2022, online businesses that are not equipped with live chat may be at a disadvantage. Here are a few reasons why.
Live chat is more efficient than emails and phone calls
According to data from customer ratings, around 79% of clients prefer live chat over phone calls and emails. While emails and phone calls are still important in the world of modern business, they can be stressful for new customers. Emails can pile up, making it hard to sift through and find the required information. Phone calls require a clear connection and a speaking voice. Live chat improves the user experience and, in turn, helps representatives close sales more easily.
Live chat gives companies more credibility
Data shows that live chat helps businesses build trust with visitors to their websites. Statistics from Forrester show that customers who use live chat are almost 3 times more likely to become clients than those who don’t. This is largely due to the fact that having a real-time representative available to answer questions helps clients have more faith in the company.
Live chat is more efficient and reduces clutter
According to customer surveys, one of the common factors that lead to unpleasant experiences is miscommunication with staff. Email is a notoriously difficult medium of communication, as it is difficult for patients to keep up with all of the information contained in long email chains. Phone calls are also problematic, as information is exchanged in a quick, verbal manner that requires writing down.
With live chat, website moderators can provide clear answers in a format that allows clients to scroll up and see previous messages. This is also useful for representatives on the business side, as they can easily reference information that the client mentioned earlier. This makes the business come off as professional and helps guide the client toward a sale.
Live chat gives representatives the freedom to help multiple clients at once
While phone calls and emails can only be addressed one at a time, website moderators can toggle between multiple chat windows with live chat. This results in more productive sales agents, increasing client turnover and boosting profitability.
Live chat allows businesses to provide 24-hour support
While businesses can set up staff schedules as they see fit, live chat allows visitors to receive customer support at all hours of the day. Even if there are no representatives available at a certain hour, most websites are equipped with a knowledge base that is available 24/7 so that clients can access vital information as they need it.
What is the takeaway?
Live chat has become a staple in all online businesses and customer service websites. It provides both employees and customers with an easier way to communicate, making the transaction process smoother. There are no cons associated with live chat; only pros.