3. Customers Want to Engage via Live Chat
Properly staffed and configured, live chat gives you the ability to engage with visitors 24/7. Even if you don’t keep your call center open around the clock, you can leverage powerful AI and use chatbots to listen to, understand, and respond to customer inquiries.
Let’s face it – no one wants to call or send an email anymore, certainly not the emerging Millennial generation and beyond. Just ask FedEx, where 74% of customers will use another channel before making a voice call1. Chances are high your customers are there too, or well on their way.
Chat: not always live but always on, and thanks to AI, always ready with the right answers.
4. Attain Higher Customer Satisfaction Ratings
According to the latest Customer Service Benchmark results from eDigitalResearch, consumers rated live chat highest compared to any other customer service touch point: 73%, compared to 61% for email and 44% for phone. With numbers like these, it’s easy to see why customers return to businesses that provide live chat. Simply put, customers feel more confident doing business with companies that make support easy, hassle free and instantaneous.
Being able to “push” links to help or training documents quickly via the chat window makes for a better service experience, not to mention faster issue resolution. Even better, why not co-browse and let you agent walk the customer right to the information they seek?
Doing this via email introduces significant lag and a poorer experience. Trying to do it by phone is a virtual non-starter (remember the last time you tried helping your parents find something on their tablet?)
Live chat is a simple and highly effective method for improving both customer service and loyalty.
5. Differentiate Your Offering
Live chat is emerging as a critical customer experience channel across many verticals, from e-commerce to banking to higher education and beyond. But in terms of adoption, it’s still has minority status. By making the move to live chat now, you can position your organization as a thoughtful customer experience leader and start taking advantage of the all the benefits mentioned above before your competitors.
If you’d like another opinion on the benefits of live chat, read this post in digitaldoughnut.com.