I think we can all agree on the fact that Live chat is a power tool for organizations. Not all, but organizations that strive to improve their customer experience. There are so many companies out there that solely depend on live chats to increase their level of customer support, minimize inbound calls for problem resolutions, customer assist, etc. But only a handful comprehends the leverage they can pull from ‘Live Chat’.Most organizations leverage live chats to minimize their customer interaction costs. Because when customers call customer support desks, which are ideally to be operated 24/7/365, it increases the operational and labor costs manifold. Live chats on the other hand, increases call center agent’s efficiency by allowing live chat reps to handle multiple chats simultaneously. This has a prodigious impact on the bottom line.
Live chat can assist customers when they are indulged in complex purchasing decision because the customers normally interact with the agents to know more about the product. They reduce the dissonance behavior of customers too, when alternatives are out there in the open. There are multiple other benefits that live chats can offer to the organization, providing a smooth business experience to the customer, reinforcing his purchase decision, etc.
A study called “Making Proactive Chat Work” conducted by Forrester Research found “Many online customers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer”
Live chat, unlike other modes of communication (except call) provides immediate customer response. Customers can easily raise questions or concerns while browsing in the company’s website. 65% of online American customers engage in live chats before they make a purchasing decision. Live chats have generated much traction, that organizations have integrated video chat with live chat support to create a more interactive, and personalized customer experience.
Providing customers with the option of live chats are extremely beneficial for business development and lead nurturing (inside sales). Leads that are generated through webchats have a 40% more probability for conversion than other leads. This figure is not minute for organizations to turn their heads.
This tool has been optimized by renowned companies to enhance their customer experience, to cross-sell, up-sell, and finally minimize operational costs. And by receiving priceless feedback from customers, companies can augment their customer-facing services, products, etc.