Live chat support is in high demand. According to Forrester, 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 website can offer.” In addition to that, live chat support is one of the most cost-effective solutions when it comes to improving your conversion rates and sales.
Why? Read on to find out!
Provides immediate answers
By placing a live chat widget on your website, you’ll be able to provide quick, personalized assistance to your customers while they browse your site. Often times, customers have questions about the products they’re intending to purchase. If they can’t find immediate answers to their questions, they are more likely to abandon their carts and turn to the competition. To prevent this from happening, you should utilize advanced live chat software features. A great example of this are proactive chat invitations, favored by more than 48% of consumers, which prompt shoppers to chat if they’re on your website for a specified amount of time.
Live chat is helpful
Live chat support has the highest satisfaction rate (92%) when compared to more traditional communication channels such as the phone or email. This is due to the fact that immediate answers are helpful to customers. Customers can speed up their decision-making process by chatting with a customer support agent in real-time. When customers feel like their questions were answered quickly and knowledgeably, they’re more likely to retain a positive experience that impacts their buying decisions. In fact, eMarketer suggests that 40% of buyers who use live chat are more likely to make online purchases (versus 22% of buyers who had never chatted).
Improves conversion rates & sales
According to eMarketer, more than 60% of buyers would return to a website offering live chat support. In fact, the buying frequencies of these customers are also higher, creating a higher lifetime customer value. By creating positive shopping experiences for your customers through real-time support, your customers are more likely to remain loyal to your brand. In fact, a study by Marketing Power revealed that customers who used live chat are three times more likely to buy from a business repeatedly because of the experience created.
Using live chat on your website is more cost-effective than using email or phone for support. According to the Aberdeen Group Report, companies that use live chat save up to 50% or more on support costs versus other methods. This is due to the fact that live chat queries are answered almost immediately, and thus take up the least amount of time when compared to email or phone support. Additionally, agents can chat with multiple customers at the same time, saving you both time and money.
The bottom line
Integrating live chat support into your customer service is a must, as it will help you win over your customers through the positive experience it creates. When you show your customers that you are willing to help them at any point in their purchase journey, they’re more likely to purchase from you and remain loyal to your brand. It’s time to get on board with live chat!