Speed and availability are critical in today’s fast-paced business environment – especially in the area of customer service.
According to a recent study conducted by Live Chat, an average business keeps speeding its response time up – 56 seconds in 2016, down 3 seconds from 59 seconds in 2015. A related 2016 report from Ubisend also indicates that 51% of consumers say a business needs to be available 24/7.
These statistics just further attests the demand for faster and more accessible customer service these days. Simply put that the more you can make your customers feel like you are there to serve, the more likely they will be to not only become a customer and user of your product or service but an advocate as well.
Currently, only 26% of Australian organisations have implemented a live chat service, with only a further 26% planning to implement it in the next 12 months.
While phone support remains a dependable customer service channel, it cannot be denied that more and more people are using new ways to connect with companies they have business with – such as live chat. Many companies nowadays are implementing multiple channels in their customer service and live chat is one the newest and most effective tools which can provide widespread benefits for your business if used right.
If you are not convinced yet, here are five benefits of using live chat platform in your customer service today.
- Improved Customer Satisfaction
92% of customers feel more satisfied during their buyer’s journey when using a live chat feature for the reason that they can continue making steps toward a purchase decision without spending too much time, according to reports from Zendesk and Econsultancy.
Although customer service is moving towards automation, most customers still seek that human touch which A.I and chatbots cannot simply replicate. Live chat provides not only authentic human interaction but also immediate access to help. Through this platform wait times can be reduced, and customers can easily multi-task while waiting, which ultimately leads to more satisfied customers.
- Gain Your Customers Trust
The difference of building rapport with customers offline and online is significant. Consumers are naturally more sceptical when conversing over the internet. However, with live chat, you can have a direct conversation with your customer that allows you to build trust and close the gap between offline and online customer service.
If a customer does not trust you, they will not disclose the real reason/s behind their complaint which can undermine your relationship with them. In fact, the ATG Global Consumer Trends found that 90% of customers said the “Live Chat” button gives them confidence that they can get help if they need it. Without live chat, you are going to have to work a lot harder to build trust with your website visitors.
- Achieve Significant Cost-Savings
It is no secret that customer support is one of the biggest, single expense that a business incurs. In traditional call centres, a customer service agent will handle both phone and email request one at a time. Live chat changes all of that by allowing contact centre agents to engage in as many as six simultaneous chats, depending on the complexity of the issue at hand.
This live chat benefit is called chat concurrency, which can help your company saves a considerable amount on personnel cost as it allows your agents to serve the same number of customers that a larger team of phone support team can handle.
- Gain Competitive Edge
Offering live chat to your customers also gives you an edge over your competitors. Live chat is a relatively new tool which many companies are still not using these days. In fact, a recent study of 1,000 websites found that only 9% of websites use live chat to provide real-time support to their customers.
That means that leveraging live chat in your customer service increases your competitiveness in the market regarding fast and reliable support access. Additionally, you will have more opportunities to engage your website visitors proactively, and make more sales, selling to more customers before your rivals do.
- Reach Higher Sales Target
Ultimately all these benefits of live chat can lead to higher sales. According to a study by Forrester, “In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.”
In a separate study conducted by the American Marketing Association, it was revealed that live chat could increase conversions by at least 20% and that the typical ROI rate from paid live chat software for sales teams is about 300%. The same report also states that buyers that use live chat are three times more likely to make purchases versus those who do not.
The bottom line of integrating live chat in your customer service is that both you and your customers mutually gain significant benefits from the platform. If you want your business to succeed in the long run, then partnering with an offshore outsourcing provider that offers live chat support to your customers should be worth considering.
Contact Global Outsourcing today to learn more how our expertise in Call Centre Outsourcing can help your business grow today.