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5 Significant Live Chat Support Benefits Every Business Can Reap - Fusion BPO Services - Blog

5 Significant Live Chat Support Benefits Every Business Can Reap


Gone are the days when customers had to use a phone to communicate with a business. Today, we have numerous communication channels that can help a customer reach a business without having to spend time in the call queue. Among these channels, live chat is the most satisfying communication channel for over 73% customers.

In this age of online shopping, many customers look for answers to their questions in real time with precision. To resolve this, many businesses have added live chat support that helps businesses provide an answer to customer questions in real time. Apart from that they also have quite a few benefits:

1. Convenient for Customers

Many online consumers want help from a live person while they are shopping online. A study called “Making Proactive Chat Work” conducted by Forrester Research found that 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 Web site can offer.

Live chat gives online customers an immediate access to help. Wait times are often significantly less than phone support, and customers can easily multi-task while waiting.

According to an ATG Global Consumer Trend study, 90% of customers consider live chat helpful. As per an survey, 62% customers are more likely to purchase again from a site with live chat while 38% respondents said that they made the purchase because of the chat session.

2. Cost-Effective

While live chat software can be a considerable investment at first,  it will drastically lessen both employee task time and phone expenses. Live chat reduces contact center costs by lowering average interaction costs. It increases efficiency by allowing live chat agents to handle multiple chats simultaneously (4-5 chats), thus reducing the need to hire more.

With agents spending less time on the phone, they will be able to multi-task during chat conversations and cut the waiting queue to a bare minimum, thus increasing the chance of overall sales.

3. Increases Sales

To quote a study by Forbes magazine - “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.”

The main aim of a live chat support is that customers should have someone who can help them during a purchase by answering their important questions and resolving their confusions regarding a product or service.  It helps eliminate bounces away from e-commerce websites and ensure that the products or services carts make it through check out.

4. Gives You an Edge of Your Competition

If you want to gain an edge on the competition, live chat is a necessary feature to add to your website.  Live chat provides a simple way to connect with customers who spend a good deal of their money online.  According to E-Marketer, “Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.”

So, besides cost benefits, customer support, and increased sale, live chat support can help you book the top spot ahead of your competition.

5. Access to Customer Pain Points

A chat support is an excellent opportunity for a company to know the frustrations and needs that are yet to be filled. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they are looking for. In addition, as live chat agents talk to customers, they can find out how a customer wants to improve a company’s products and services.

These are some of the benefits a business can reap by incorporating live chat support on their website.


Publish Date: May 7, 2018 5:00 AM

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Snapshotz is a web-based audit tool with strong analytics that helps large and small organisations understand and benchmark customer experience delivery. Snapshotz reports contain validated CX practices, technology use and operational metrics from over 3,000+ customers globally. These are benchmarked against the ISO 18295 customer service standard, digital service delivery, health & safety and mental health and other global standards enabling validated roadmaps for CX strategy and investment

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