Phone support is a thing of the past. While it might be helpful for some customers, it is a very costly form of customer support. Live Chat costs far less than phone support. According to Forrester Research, it can be anywhere from 15-30% cheaper than a phone call. With the right training, live chat agents can easily handle up to three customers at one time, which is far more effective than one phone call.
Studies show that Live Chat can help drive conversion by up to five times as much, delivering a whopping 6,000% ROI. A look at those same studies shows that those customers who utilize live chat are three times as likely to make a purchase. Essentially, live chat can help make sales and generate new leads, providing potential customers with instant access to your sales team and support staff.
Better Customer Service
Once again, data points us in the same direction. An eDigital Customer Service Benchmark survey of 2,000 consumers showed a customer satisfaction level of 73% for live chat compared to phone chat, which sat at a measly 44%. Customers love the instant and hassle-free nature of live chat. Plus, it provides the consumer confidence in knowing they will find exactly what they are looking for.
Get A Better Grip On Customers
"Pain points" is a phrase that we use quite often in digital marketing. You want to understand your customers' pain points or problems so that you know what issues within your business need to be addressed. It can be quite difficult to get a grip on customer pain points with a phone call or email, as the data doesn't get locked into a system used by multiple people within the company. Live Chat grants access to supervisors and administrators so that chats can be filtered and sorted. Having this ability allows us to visualize customer pain points with ease.
Resolve Problems Faster
When you have a knowledge base attached to your website, customers can find the help they need to figure out whatever issue they are dealing with fast. Of course, if you have tons of these articles of documents on your website, finding the right one can be a pain. Live chat agents can provide training documents or links to push people in the right direction. Rather than helping customers through a problem step-by-step, they can point them to the proper content instead. If you want to optimize your online business, having a live chat on your website is a must. There are plenty of them out there, so make sure to do your research and find the right one for you.