Modern consumers now expect to have quick access to customer support across all channels when they want their problems resolved. This means, having an omnichannel approach to customer service is important for businesses of all types. Live chat software is one of the key aspects of the omnichannel approach to listen to customer queries and respond accordingly. The online chat software solution allows brands to talk to customers and clients in real-time and resolve their problems as fast as possible. From banks and balance transfer credit card providers to eCommerce stores and brick & mortar businesses are now using live chat software on their websites to better serve their customers.
There is a lot more live chat software offers than providing real-time customer support. Below we have rounded up some powerful benefits of live chat software and how it can impact your business.
Live Chat is Customers’ Preferred Support Channel
According to a study, live chat software is a preferred customer support medium for more than 41% of consumers in the UK. For modern consumers, live chat is more convenient than talking to customer services representative via phone call. This also helps them communicate their problems and queries in a detailed manner. Moreover, some live chat software also allows customers to share screenshots and images or share screens with the representative. This makes online chat on your website an incredibly effective tool customer support tool for resolving customer issues quickly.
Reduce Support Costs
Customer support can be expensive, especially for small businesses with limited resources. A business may need to spend a lot of bucks in order to set up a traditional call center or customer support department. On another hand, costs associated with the development and deployment of live chat software are lower than that. Furthermore, a live chat solution can also engage in multiple chats simultaneously. This means a business will need a smaller team and fewer resources to handle customer services tasks to reduce overall costs.
A website with a live chat feature helps build customer trust. The live chat option on your website shows that you are more responsive, available, and determined to listen to customers’ queries in real-time. When potential customers are able to get their queries and questions answered in real-time, they are more likely to engage with the brand or company. However, you should also build the right team of professionals to respond to customer issues and problems in the best way possible.
Potential to increase sales is one of the main benefits of using live chat on your website. When visitors land on your website they are likely to know more about your company or services. Be it a balance transfer credit card offer or you are selling a life-changing product, they will definitely have some questions before making a final buying decision. By using the live chat feature, they can immediately ask what they want to know while they are still on your website to make some purchases. When you answer their questions as fast as possible, visitors can make informed buying decisions to spend money on your products or services. This gives your business an opportunity to hold potential customers and encourage them to make purchases.
A Competitive Advantage
In this digital landscape, providing your website visitors with a live chat option presents you with an opportunity to stand out from your rivals. There is a huge number of businesses and brands that are still not using live chat software on their official websites. In this situation, you can gain a competitive edge to build trust and credibility. Live chat on your website is also support as a way to differentiate your brand from the competition and attract more customers.
If there is no live chat feature on your business website, then you could be missing out on opportunities like reduced customer support costs, improved customer satisfaction, and increased sales, etc. Investing in quality live chat software can help you meet customer expectations and build credibility. Since there are so many live chat solutions available in the market, you should choose the right one as per the individual needs and requirements of your business. So, do your homework properly and pick the best option with appropriate features.