Did you know that the average response time for customer service requests on social media is 10 hours?
Email responses take even longer, with customers regularly made to wait for over twelve hours.
This is why implementing live chat services for customers is crucial if you want to stand out among your competitors.
Why Use a Live Chat Software
Faster Customer Service
One of the biggest benefits of live chat is the speed.
Chat services are 100x faster than any other digital service channel.
This allows you to deal with your customers’ requests in real-time.
Meet Customer Expectations
Consumers react positively to a live chat service.
In fact, 33% of them actually expect to see live chat on a website.
Revenue Benefits of Live Chat
Live chat can do much more than improve your relationship with customers.
One of the major benefits of live chat for business is the potential to increase sales.
Using a live chat software allows you to answer questions about your product or service while the potential buyer is still on the website.
Multiple case studies have demonstrated that live chatting with customers increases the chance of a purchase.
According to The American Marketing Association, B2B companies that use live chat see on average a 20% increase in conversions.
Also, Crazy Egg has shown that 38% of consumers are more likely to make a purchase online if live chat services are available.
A Cheaper Alternative
Since traditional call centers are expensive to operate, using live chat for your website and/or social media is an excellent way to reduce your customer support costs.
In fact, live chat is over 50% cheaper than handling phone calls!
Call center agents can deal with just one request at a time.
Another one of the benefits of live chat, though, is that the software allows you to manage several chats at once.
What this offers is the ability to drastically cut the costs of your customer service.
If you want to find out what other benefits that live chat can have for your business, don’t miss the infographic below by The Website Group!