The ever-present need for immediate support makes it essential that businesses have a tool that connects them with customers. Live chat is a tool that opens real-time conversations with customers to determine and meet their needs.
In this blog, we'll look at some specific benefits of live chat and how they can improve response times and increase customer satisfaction.
Increases conversion
According to a survey by Invesp1, customers who use live chat spend 60% more when compared to those who don't, which underscores the effectiveness of live chat as a sales tool.
The interactive nature of live chat enables all kinds of businesses to address customer inquiries and concerns instantly - from booking a table at a restaurant with a personalized experience to booking appointments for healthcare the level of engagement and personalization helps in providing the user with a more positive experience.
Facilitates personalized conversations
Live chat allows agents to build a relationship with customers that will drive them to make repeat purchases and become loyal brand followers. This information is further backed up by a survey by Invesp1 where it was identified that 73% of customers stated that live chat is the most satisfying way to contact a business.
Improves agent productivity
According to a TechJury2 blog (via Accenture), the average response time for live chat is just 15 seconds, which is much quicker than email. This means agents can handle multiple chats at the same time, leading to increased agent response and resolution time, resulting in more satisfied customers.
Saves money
Since a single live chat operator is capable of handling multiple chats simultaneously, unlike a phone operator who can handle only a single customer at a time, this saves you support costs as well as time. It also results in quicker resolutions, leading to happier customers and reduced customer acquisition cost.
Integrates with other channels
Businesses using live chat software have the flexibility to integrate their live chat tool with other channels such as Whatsapp, Telegram, Facebook, and LINE to ensure consistent messaging across all platforms. According to Marq3, businesses maintaining consistent branding often see up to 20% more overall growth and 33% higher revenue in comparison with those that struggle with inconsistent messaging.
Improves customer engagement
According to Invesp1, users who engage with live chat will spend 60% more per purchase. This increase can be chalked up to the personalized guidance and confidence in purchase decisions facilitated via live chat such as having their name mentioned, referring to their past interactions, or even considering their communication preferences.
24/7 support
Live chat helps you provide instant support to customers around the clock, increasing customer satisfaction as well as engagement. This allows businesses to address inquiries and issues quickly, reducing response times and boosting conversion rates. The availability of 24/7 support isn't only limited to building trust with customers—it also helps with capturing sales outside of regular business hours, resulting in increased revenue growth.
Faster customer inquiry resolution
According to a blog by Digital Minds BPO4, "Live chat customer support offers the fastest response time in 2 minutes." The efficient handling of questions using live chat when compared with other channels of support such as phone, or email, which have longer wait times. For instance, when a user is facing an issue that requires immediate attention, a quick chat response will be able to help without having them wait in a queue to connect with an agent or wait for an email follow-up.
Offers data insights via reports
Live chat gives you insights and analytics into how agents are performing, such as access to chat histories, agent performance reports, wait time reports, and more. This information can help administrators and managers make better decisions by identifying common queries and issues faced by customers in addition to the responses that work best. When compared with phone support, this saves them the hassle of listening to multiple call recordings to get the same information.
Overcomes language barriers
Certain live chat software allows operators to translate customer messages in real time. This allows for better support to be provided on a global scale and also expands a business's market reach.
Why Zoho SalesIQ is the ideal live chat solution for your business
SalesIQ provides users with a range of features designed to deliver personalized, efficient, and scalable customer service and can be considered an ideal live chat solution abiding by best practices. In addition to the features that help meet all the benefits mentioned above, please find below some additional features of SalesIQ than can benefit your business:
In-built audio calling and screensharing
Sporting a robust live chat feature, businesses can remain connected with their customers around the clock, with in-built screen sharing and audio call capabilities for resolving complex queries.
Customizable bots
Customize, train, and design bot workflows using the Zobot, SalesIQ's bot building platform. The live chat platform also has an AI bot, Answer Bot, that responds to visitor queries by fetching answers from FAQs, articles, and knowledge base. This means that businesses can reduce agent workload and focus on the more important tasks.
Chat routing
Returning customers often prefer to be directly connected with their regular customer support executive, rather than directing to a new agent altogethere.With the chat routing feature, direct chats to the required department or agent based on a customer’s traffic source, landing page, number of visits or chats, lead stage, and more.
Canned replies
For any business, repeated queries are a common problem that they need to solve; as agents have to keep answering to the same or similar questions. Canned replies are pre-set responses, solutions, links, and other content that you can create in Zoho SalesIQ to quickly respond to frequently asked customer questions by slightly modifying them or sending them as they are.
Smart suggestions
When agents handle multiple chats, it is paramount to ensure that the required resources the customers ask for are provided as early as possible. To save time on searching for the requested resource, such as an article, documentation, or site link, SalesIQ has smart suggestions that help provide recommendations based on the customer's question.
Integrations
SalesIQ integrates with 30+ third party applications including Salesforce CRM, GoDaddy, Mailchimp, WordPress, Shopify, Google Analytics, and more, allowing businesses to ensure their data is centralized.
Customizable SDK
Mobilisten, SalesIQ's native mobile SDK, available for iOS, Android, React Native, Cordova, and Flutter, can help businesses provide the best in-app chat support experience for their customers. Mobilisten also helps businesses connect with inactive users by sending contextual and personalized push notifications; and show in-app messages to nurture regular app users.
In conclusion, live chat provides numerous benefits for businesses, offering flexibility that ranges from increasing conversions to overcoming language barriers and enhancing customer engagement. By enabling real-time communication, it helps businesses respond to customer needs quickly and efficiently.
SalesIQ has consistently proven itself as the ideal live chat solution, equipped with powerful features that drive customer satisfaction and support growth. With its integrations and ability to cater to diverse business needs, SalesIQ empowers your business to reach its full potential and deliver exceptional customer experiences.
References:
1) https://www.invespcro.com/blog/live-chat-customer-support/
2) https://techjury.net/blog/live-chat-statistics/
3) https://www.marq.com/blog/brand-consistency/
4) https://digitalmindsbpo.com/blog/live-chat-statistics/
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