What is the most effective customer support channel for businesses? It is online chat, says a recent study. Wondering why? Here are some of the reasons why online chat is growing in prominence with each passing day-
1. Customers like live chat
As per eDigital’s Customer Service Benchmark report, online chat is the most preferred customer service channel by customers. It had a customer approval rate of 73%, which is 12% higher from its nearest competitor, i.e. email, and 24% higher than phone calls.
2. It is a communication channel that your customers are already accustomed to
One of the biggest benefits of having a web-based chat support service is that, it removes the pain of being on hold, often listening to a never ending tune that repeats over and over again. What’s more, it is also a communication channel that customers are well-versed with — apparently evident from the popularity of social media channels such as Facebook, Twitter, WhatsApp and so on. Hence providing a means to interact via online chat seems to be a smart option.
3. It helps you to respond quickly
Recent studies have revealed that consumers abandon a website after an average of three clicks. What this shows is that today’s new age customers seek quick answers and if you are unable to meet this need, they are most likely to ditch your site. Hence make sure that you provide prompt live assistance, which makes customers feel like they are being valued by the company.
4. It is effective
At a time when more than 40% of the consumers rate access to online chat services to be one of the most important features of a website, not having it is a sin. Hence make sure that you provide the option of online live chat and ensure that you offer a helping hand to the right customer at the right time.
5. Cost Savings
Businesses that are providing live chat as part of their offerings typically enjoys a 23% lower cost per customer contact, than compared to those that are not keen on providing this much sought-after service.
Now it is your turn
In the wake of all these benefits, why ignore this service and fall behind the line in the industry. Make this much sought-after service a part of your business and increase your credibility in the eyes of your customers. In case you need any assistance with regards to live chat services, don’t hesitate to contact us. We are one of the premium service providers in the industry with extensive experience in offering strategic and cost-effective live chat support services to help clients across the globe.
Contact us immediately and outsource your online chat requirements.