Customers love Live Chat Support — here’s why you should have one

Businesses thrive on customer service. It defines the success of their customer loyalty and acquisition. Through technology, brands have enhanced their customer experience by deploying different techniques such as personalized newsletters and live chat support on their website.

Customers prefer live chat support in addressing their concerns and issues. Based on statistics, live chat drives a satisfaction rating of 73% and also improves customer retention. With that, it just makes sense to have one set up on your own page.

What makes live chat effective for customers? Let’s look at the reasons below.

Skip the phone queues

Calling over the phone to talk to a customer service representative takes time. From selecting which department your concern is, to being put on hold, and taking too long to connect to an agent, it’s understandable why some customers may become irate.

The prompt response to queries makes live chat support a more viable option for customers with urgent concerns. It also allows storing of messages for future reference, making it easier for the customer and the support agent to revert to previous transactions for a quick resolution.

Boost your sales

Around 83% of customers need support when conducting online transactions. Having live chat support on your website helps encourage customers to purchase from your site instead of your competitors.

Aside from answering queries, your agents can also discuss more about products customers are interested in. Product dimensions, sizes, features, and availability are just a few things that agents can tackle over live chat.

Customer experience is also enhanced through live chat, with 77% of online shoppers saying they want to talk to a real person before completing a purchase.

With these statistics, it’s no question that having a live chat support feature will increase sales for your business.

 

Drive customer acquisition and loyalty

Live chat increases overall satisfaction and helps in retaining customers. On the contrary, over89% of customers say they stopped engaging with brands after experiencing poor customer support.

Having a support agent who talks to customers in real-time builds trust and confidence in your brand. Making customers feel heard is a gateway to forming long-term relationships and loyalty.

Providing an optimized experience upfront creates an impression that lasts – making customers more likely to return. Loyal customers add value to your business that’s incomparable to any other statistic.

 

Ready to integrate live chat support?

Having a live chat feature on your website puts you one step ahead of the game. Round-the-clock availability and personalization make a good formula for customer retention.

The Remote Group has highly trained live chat support agents that are quick on their feet and are able to thrive in fast-paced environments. Get in touch with our experts today to see how our live chat agents can add value to your business.

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