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How the "Live Chat" Feature Can Improve Customer Experience


Did you know that 44% of consumers prefer a live person’s assistance while shopping online? They appreciate it because their questions are promptly answered at any point during the online purchase experience. This is what a study on Making Proactive Chat Work, conducted by Forrester Research, revealed.

The online chat system provides instant assistance to the customer, thereby enhancing the customer engagement rate. Another study conducted by ATG Global Consumer Trend backs this finding, showing that “90% of customers consider live chat helpful.” Emarketer.com also validates the significance of live chat with its research that shows that “63% were more likely to return to a website that offers live chat…62% reported being more likely to purchase from the site again…38% of respondents said they had made their purchase due to the chat session itself.”

So, a hassle-free, user-friendly live-chat session can drive customer engagement at a significant pace.

4 Ways to Enhance Customer Service via Live Chat

Consumers are two times more likely to share their bad customer experiences than the positive ones, according to the 2012 Global Customer Service Barometer. So, reach out to your consumer to address their issues and avoid any negative word-of-mouth exposure. In fact, walk the extra mile to offer proactive assistance with features like live chat. Here are some useful tips to make the most of this facility:

1.  Greater productivity and prompt service: Call center agents using the live chat facility can handle multiple interactions or queries at a time, which certainly enhances their productivity in comparison to telephone operators. It also enables prompt response to the customer query, thereby enhancing customer engagement.

2.  Reduced handle time: With the help of the additional tools available with the live chat facility, agents can comprehend the customer-query with ease and can resolve their issues promptly. For instance, with features like real-time visitor monitoring, the agent can see the pages the customer is browsing and the page s/he is currently looking at, along with the customer’s membership details. All this information allows the agent to offer a highly customized solution, thereby minimizing the need for a second interaction.

3.      Higher customer satisfaction: A survey conducted by eDigital suggests thatlive chat has the highest satisfaction rates of all customer service channels with 73% of consumers stating they are very satisfied with the experience they received over this channel.” When it comes to service interaction, consumers rate customer service interaction, speed and efficiency high, and live-chat exactly delivers in sync with their expectations.

4.  Amplified customer engagement: The ease of accessibility, speed and simplicity of this channel offers a high level of comfort and satisfaction to the end-user. Additionally, having to dial a toll-free number and then navigating through a maze of numeric options, while having to wait each time you choose an option can sometimes discourage the customer. On the other hand, with features like proactive chat, the service agents proactively invite customers to communicate and ask for assistance, if required. This drives customer engagement and helps in building lasting relationships with clients.

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