If you already have an email service and a contact centre in place, is it really necessary to still spend some good money on a live chat service? To answer this question, let’s take a look at research results. According to the emarketer.com survey, 63 percent of customers say they are likely to return to a website that offers live support. Furthermore, 62 percent said they are more likely to do business with the site again. And 38 percent admitted that the live chat itself convinced them to make the purchase.
That’s how impactful live chat can be to your online business. There is no doubt that immediate support through live chat service can be a huge help in driving sales up and can contribute to repeat business. But why do customers prefer live chat anyway? Let’s look at the top 5 reasons.
Live chat is immediate.
People’s time is valuable, and customers may not be able to forgive you if you waste theirs. While it is true that they can get help over the phone or email their queries, customers know it will take time for them to get a response. And most of them do not have the patience to wait. They know how valuable their business is to you and they know it is you who needs to make the adjustment, not them.
Instead of waiting for the queue and listen to bad music or wait days for an email response, they would rather take the fastest route, and that is through live chat. This means, however, you must meet this expectation when you set up a live chat service. Handle backlogs and prepare your chat team for unexpected surges in volume.
Customers find live chat easy to use. The technology is reliable and intuitive. They are provided with the option to adjust font size and even get a record of the conversation. Live chat also allows them to look at what the chat representative is referring to by co-browsing.
When you choose a service to sign up with, make sure such features are offered. The important thing here is to ensure the service is functional and that it is hassle free. Pop up chat boxes may also be a good idea in engaging the customers.
Live chat allows them to multitask.
When customers are on the phone, they have to stay with the phone. They are afraid to be rerouted to a different queue if they are not attentive. With live chat however, customers are given the opportunity to do multiple things simultaneously. They can browse other websites or check out social media while keeping the chat session open. Live chat does not really demand their undivided attention.
Through live chat, customers can avoid talking.
There are some things people want to keep private. And they feel more comfortable making an inquiry through a chat session rather than risk being overheard by other people when they have to do it on the phone. Privacy is a big deal and live chat allows customers to keep their business to themselves.
Customers prefer a real person.
Interaction is a basic human need, and live chat service is created to fill in this need. While it is true customers can get hold of real person over the phone, most of them get frustrated by the complicated menu system. Usually, it will take them a while before a real person answers. But with live chat, they can get a response almost immediately from a real live person, no robots, no numeric prompts and no recorded voices.
These are the top reasons why customers prefer live chat over other support services you may offer. Just remember that live chat services are not created equal. It is your job now to make sure these expectations are met by the live chat service you choose.