The number one reason for the global success of live chat support is that the customers need some guidance but don’t really want to talk on cell phones. Some people naturally have anxiety issues when it comes to conversing on live calls.
Another reason is that these calls usually take a lot longer to conclude. The customer calls and ends up feeling exhausted especially when the support team doesn’t fix his problem instead, put him on hold for an exceedingly longer amount of time. It can be frustrating. By the time someone comes up with a solution the customer has already decided to consult another agency.
What are the benefits of live chat service for your Agency?
Live chat has become increasingly commercial. It is generating millions of dollars in profit every year. In fact, 44% of the respondents claimed that live chat services during an online purchase is one the best features any website can offer, according to Forrester. There are a few additional advantages of embracing live chat services for your agency and here is why you should have this increasingly growing constituent on your online website:
1. Boost Sales
Almost half of the customers are likely to return to the website if it uses live chat support. 29% of the total customers would end up purchasing your products only for the fact that your website offers live chat, even if they never use it. Since approximately half of all the customers would return to your website after their first experience, they are also likely to recommend your company to other people. This would eventually lead your brand in the top tier. There is another element that is usually considered when the customer is making a purchase:
2. Customers’ Comfort is a priority
A customer would only return if he feels cherished. One of the many advantages of live chat is that it allows the client to multitask. 1/5th of the customers feel satisfied after using live chat support because it allowed them to engage in other activities while making a purchase. Also, half of the customers would pick live chat over call in the matter of comfort. Of course, the fact that some complex issues require explaining on phone calls can’t be dismissed, but unless that is the case, live chat would be preferred over live call.
3. Increase in Conversion Rate
Some agencies have managed to increase their conversion rate up to 250%. E-Digital Research suggests that a live chat of average six messages increases the conversion rate to 250%. On the other hand, one message makes it 50% and a conversation between two messages take it to 100%.
Like mentioned earlier, some customers would be happy just to see live chat support on your website. The reason behind is simple. Millennial have become used to mobile texting over calling. It has become a means to truly express oneself. So, instead of calling, they favor texting and live chat is similar to mobile texting. The customers feel more related and hence their satisfaction allows the conversion rate to go higher.
4. Live Chat is less time consuming
Not so long ago, the customers were in a situation where they would have to wait hours for that one reply which might convince them to buy an item from a certain company. But now live chat offers an alternative.
We live in fast times.it is estimated that approximately 53% of the customers would move on to another agency if their problems are not given a quick solution. And almost 80% say that they like live chat support because: a) it is easy to use & b) they don’t have to wait for excessively long periods of time.
While one minute is the general time a customer waits to get a response from the live chat, the return rate is less than around 25 seconds.
5. It is Cost Effective
Live chat started to become popular during the end of the last decade. It is more cost effective and customer friendly. Cost effective in terms that it is 400% less expensive than a live call. While some companies use their own equipment, there are also companies who hire services from live chat service agencies. That way, they cut the cost of the equipment and staff training as well. Not only that but the respondents feel 450% more satisfied with live chat over the other means of contact such as emails, video calls, and live calls. And these are precisely the reasons why it has become so popular in recent years. This is why you should outsource live chat service for your agency.