Communication plays a vital role in strengthening the relationships between customers and companies. It helps in building customers’ trust and confidence towards the company. Not only that, it also helps companies to know more about their customers in order to improve their services.
Live chat support is one of the many ways companies can communicate with their customers. As the name implies, it provides quick and instantaneous response to customers looking for assistance. Through live chat, companies can show that they value their customers highly by responding to their queries in the quickest time possible.
Why Do You Need Live Chat?
Live chat not only helps in building good relationships with customers, it also offers your company a number of benefits. Here are the top 5 reasons on why you should get live chat support for your company:
1. Live chat offers customers a more convenient way of contacting your company.
Customers want instant responses. They don’t like spending hours waiting for an email reply or even waiting a few minutes while they are put on hold by call center agents. They want answers right now, and live chat is the best way to do that.
According to Art Technology Group (ATG) in their recent Global Consumer Trend study, 90% of customers believe that live chat is very beneficial and a huge help for customers. Live chat can be used by customers wanting quick assistance about a product or service or they just want to make a suggestion to improve the overall quality of service provided by your company.
2. Live chat helps improve overall sales.
It is said that live chat can actually help in improving the company’s sales and profits. This is actually true.
According to a study done by Forbes, customer satisfaction equates to increased sales. The more customers you make happy with quick and helpful responses, the better the chances of you getting a sale. Not only that, you may get additional sales as said customer will surely refer your service to their families and friends, thus netting you more profits in the process.
3. Live chat is significantly cheaper compared to other communication mediums.
With live chat, employees can resolve a number of customer concerns at the same time – a feat that cannot be achieved through technical support. For the company, this means less expenses as they won’t need to spend and invest on call center services and call center tools. All they need is a computer that can provide live chat support to customers and an agent capable of multitasking.
4. Live chat allows your company to identify customer pain points and resolve it.
Customers often end up getting frustrated whenever they feel that the company is not doing well enough to meet their needs. Businessmen call this “customer pain point”.
Live chat allows you to determine the customer pain point by asking customers directly on how the company can assist them better. As this will benefit them directly, customers will provide you with their inputs, allowing you to identify the specific needs of the customer and resolving it as soon as possible. This improves your relationship with your customers, strengthening the trust and confidence between you and your customers.
5. Live chat gives you a huge advantage over your competitors.
According to TELUS International, there are only a few companies offering live chat support to their customers, with the majority offering only call support or email support. According to the study, companies believe that live chat is not as effective as call support or email support, which is clearly wrong (as proven by the other 3 reasons before this).
If you want your company to gain a huge advantage over other companies, opting for live chat support is the best way. It is a very effective and convenient way of delivering quality service to your customers.
As a businessman, it is your duty to provide your customers with the best service possible, and live chat is one of the best ways you can do so. Show your customers that you care – opt to get live chat support for your company today!
ApexChat provides live chat support and service that helps online businesses turn valuable advertising clicks into customers.