Delight Customers and Drive Business Results with Live Chat - Alorica - ContactCenterWorld.com Blog
For decades, companies have relied on call center support to answer customer questions and resolve issues quickly. The tidal shift toward online communications added email and social media support to the mix, but no channel has proven more efficient or resonated with customers as strongly as live chat.
Live chat meets online users where they are at, providing instant assistance while a customer is still contained within your online ecosystem. Given that 77% of consumers look for answers online before calling, the ability for shoppers to get quick information without the need to leave their keyboard helps to improve the customer experience. In fact, chat has the highest satisfaction rating among all customer service channels, with 73% of online consumers giving it the thumbs up. A brief look at the benefits of live chat to the customer reveals why:
Convenience – Average customer wait times generally are much shorter than with a call center, and customers can multitask while waiting for a response.
Connectedness – Tools like co-browse and co-view that let agents see the customer’s screen can help them troubleshoot issues and move users past a sticking point more quickly.
Accuracy – Live chat makes it easy for agents and customers to share SKU numbers, account information, confirmation codes, and other important data via text, reducing the likelihood of errors.
Proactiveness — Serving up special offers via chat to loyal customers or offering chat assistance when a customer seems to be stuck on a page demonstrates a high level of care.
Research shows that customers are equally receptive to chat as a marketing tool as they are to using it for online support, and chat has been shown to drive customer loyalty. Consider these facts:
- 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
- 77% of e-commerce shoppers say they have wanted to speak with a live person prior to making a purchase online.
- 62% of consumers say they are more likely to make another purchase from a website that offers live chat.
Live chat offers a number of benefits to e-commerce businesses and other companies leveraging online support tools by enabling the capture of valuable consumer data, such as last page viewed and common questions, that can reveal opportunities to improve the user experience. In addition, agents’ ability to handle multiple conversations simultaneously reduces average interaction costs. Equally important, offering live chat can increase conversion rates and reduce abandonment, since 57% of online consumers say that they are very likely to walk away from their purchase if they can’t quickly find an answer to their questions.
Chat is increasingly relevant and valuable as a support channel, providing an opportunity to maximize customer experience by engaging users who might otherwise have left your website without ever asking for help.
Publish Date: August 14, 2015 5:00 AM
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