Let’s face it: we all have experienced waiting for five, ten, or fifteen minutes to connect to the next available agent. In today’s fast-paced world, consumers expect instant access to everything, including customer services. Gone are the days when people used to wait hours for businesses to respond to their queries because if they don’t find answers within seconds or minutes, they move to the next provider.
Enter live chat.
Live chat support services have proved to be a game changer for businesses who want to enable their customers to send messages in real-time. According to Salesforce’s State of the Connected Consumer report, 69% of consumers want to talk with a company in real time, and if your business isn’t doing it, your competition might outshine you!
Source: https://www.salesforce.com/eu/blog/5-benefits-of-having-live-chat-on-your-website/
Fastest Way to Support Customers
Contrary to phone calls or emails, live chat offers businesses the opportunity to get help from customers immediately. With live chat, customers don’t have to face long wait times on the phone or submit a ticket, hoping that someone from your business will eventually read it and reply. Instead, when you opt for live chat support services, customers can connect with an experienced chat agent through a window on your site, and get the support they need.
Live Chat is Conversational
After phone calls, live chat is probably the only medium where customers feel like, they are having a genuine and good old conversation with the customer support agent without waiting for hours. Unlike emails, live chat allows an agent to build rapport with the consumers, so it feels personal. In fact, the simple conversational tone makes it easier for customers to provide details of their problems in real-time, include screenshots, or answer additional questions, so the chat agent can offer better support.
Bolster Productivity
Believe it or not, live chat isn’t just advantageous for your customers, it’s also an exceptional way to increase the productivity of your customer service teams. When you outsource your live chat support services, it can also increase the productivity of your internal teams. According to a survey, when you compare the response time of live chat, it’s less than 2 minutes, which is much less than social media, or email.
The Bottom Line
Although live chat works, it’s also proven that 1 in 5 customers stop using a product if a business responds slowly in online chat. So, ensure to find professional live chat support services to engage customers where they are without any hiccups. Searching for professionals to help you with live chat? Reach out to the experts at Faith Call Center today!
Source: https://www.slideshare.net/hoangduy203/amex-forrester-gen-z-research