Customers first- this is the secret of the success of any business. Take any successful brand you want, and you will find quality customer support playing a crucial role in the success of the business.
In fact, a research conducted by Microsoft suggests that 96% of consumers say customer service is an important factor in their choice of loyalty to a brand.
“Customer service shouldn’t just be a department- It should be the entire company”
Tony Hsieh, former CEO Zappos.
In these modern times, there are a lot of ways to provide customer support with each having its own pros and cons.
But what is the best way to provide customer support? That is the real question.
A short answer to this: Live Chat support.
Below is the rundown on the top 5 benefits of having a live chat in your business and how it compares with other forms of customer support including Email, phone call, social media, etc.
So, let’s get started.
1.Reduce business expenses
A live-chat support is up to 33% cheaper than providing customer support through a phone call. This is due to the fact that live-chat agents can connect with multiple customers at a time and respond to their queries easily.
Furthermore, the cost of setting up a call center or even outsourcing the customer support services is considerably higher and requires a lot of time and effort. But this is not the case with live chat.
Live chat support can be integrated with businesses easily, providing a cost-effective solution to connect with their customers in an efficient way. Long gone are the days when you have to worry about hiring more headcount with the concern of the agent’s utilization.
2.Increase in Sales.
Studies suggest that almost 80% of the customers need some sort of support or guidance when making an online purchase. As such, having a live chat support can play a crucial role in turning those leads into customers.
And that’s not all.
Live chat support also works in the B2B market as well. Research conducted by the American Marketing Association shows that integrating live chat support can increase conversion up to 20%.
In short, if you haven’t already integrated a live chat support for your business, you should consider it. Otherwise, you are just losing out on a lot a potential sales.
3. Quick response time Enhancing better customer experience.
Most people think that phone call support is the quickest way to interact with customers and provide support.
But this is not actually the case.
The process of troubleshooting a problem and then providing a solution to each and every customer is a time-consuming task and more often than not, customers end up disappointed. In fact, customers have to wait for more than a minute just to connect with a customer representative, let alone getting their problems solved.
Live chat, on the other hand, is the fastest way to connect to customers and effectively solve their problems. Common queries of the customers can be quickly resolved by providing them relevant links to the knowledgebase articles. In the rare case, when a problem is not addressed in the knowledgebase, live agents can quickly address that and provide technical support within minutes making all this process much faster than a phone call.
4. Increase customer satisfaction
Satisfied customers are one of the biggest assets of a business. Not only do they provide regular business, but also they can market your products for free through word of mouth.
“The best advertising is done by satisfied customers”
Kotler, Philip(marketing consultant & author)
And how do you ensure customer satisfaction?
By providing quality services and then supporting your customers through live chat.
Live chat support has the highest level of client satisfaction level compared to any other form of support. Research indicates that 73% of the clients were satisfied with chat support as compared to just 44% of phone support and 61% of email support.
5. Competitive advantage
Live chat support is still in its early phase and not many businesses have adapted to it. As such, it provides businesses with an excellent opportunity to gain a competitive advantage and reap the benefits of it while they still can.
Studies have suggested that Millennials prefer live chat support over any other form of communication but very few businesses actually have proper live chat support in place.
This clearly indicates that there is a demand for this service and if you adopt it early, you can certainly gain a competitive advantage over other businesses in your niche.
Customers are getting more demanding and they expect their problems to be solved within minutes. This clearly shows that live chat support is not a luxury anymore. Instead, it has become the need of the hour and you will get behind the competition if you do not adapt to the market.
This is where NOBOTCHAT can help. With a team of professionally trained representatives and a user-friendly app, you can integrate a live chat app on your website hassle-free.
get in touch with us now and let us take your business to the next level!