5 Benefits of Live Chat Tools That You Don’t Know About

by | Sep 14, 2022 | Digital Marketing, Marketing Strategy

If you ask any company why they don’t offer live chat support, they will probably reply by saying that they already have social media, phone, and email support. Why would they possibly need live chat as well? Although this is a valid point, you have to remember that we live in a digital age and that people want to have a much more streamlined way to connect with your staff.

Live chat is no longer a luxury, it is essential to your business. Customers prefer live chat, and if you are not offering any kind of live chat support then this could impact you more than you realize. If you want to find out more about the live chat software benefits out there, or if you are interested in finding out about live chat or customer service chat and how it could help you to gain that competitive advantage, then take a look below.

Live Chat Software Can Optimize Conversions

1) Live Chat Software Can Optimize Conversions

One of the top reasons why so many companies choose to use live chat software is because it helps them to rocket their sales. Research has shown time and time again that live chat is able to offer a positive correlation when you look at sales.

Virgin Airlines has done a study on live chat software, and they found that the company experienced a 3.5 times higher rate of conversion when compared to people who chose to email. The order value when a customer was talking to a live chat agent through a live chat customer service channel was 15% higher as well.
So why is online live chat support so essential if you want to drive sales? First of all, it is very difficult to imagine having a store without anyone to assist customers. This element was one of the first to be scrapped when companies ventured into the digital era. That being said, if you want to survive this change, then you have to make sure that you are prioritizing your customers again.

A live chat tool that offers online chat support is the best way for you to do this. When you implement live chat, as well as phone support, you will soon see that you can better meet your customer expectations and provide them with a much more positive customer experience.

Want to find out more about live chat or how you could benefit? Keep on reading.

Customer Service Chat Can Reduce Service Costs

2) Customer Service Chat Can Reduce Service Costs

If you hired actor Tom Hardy to appear on your company’s advertising billboard in the middle of Times Square, there is a high chance that you would rocket your conversions. At the same time though, you’d run your company into the ground because the initial cost of the investment probably wouldn’t match the sales you’d gain.

With live chat, you can rocket your conversion rate because it saves you a lot, without costing a lot to implement.

Studies have shown that a live chat window, with customer service agents, can cost up to 50% less than a phone call. You can reduce misconnections through a live chat service too, while increasing your average order value.

The live chat benefits are endless, and when you compare them to phone support, there’s a very clear winner in terms of customer experience.

Live Chat Support Can Stop Cart Abandonment

3) Live Chat Support Can Stop Cart Abandonment

If you have a checkout process that is just too complicated or if you have shipping costs that aren’t clear enough, then your customers will have no problem leaving your site. Cart abandonment is a huge issue, but chat agents and a good live chat solution can easily reduce this.

By having live chat sessions, coupled with improved customer support during business hours, you can be sure to remove any uncertainty. It shows that you are there for your customers and that you are willing to provide a great customer experience too.

You will see your customer satisfaction ratings rocket, and you will secure way more live chat leads as a result. This is the biggest live chat benefit when you look at how it could influence your bottom line.

Increased Customer Satisfaction with a Live Chat Session

4) Increased Customer Satisfaction with a Live Chat Session

What do you think your customers will think about you having live chat software? Sure, everything looks promising, but is it really what they want? Studies have shown that the general customer satisfaction rate with live chat is well over 90%. It’s fast, efficient, convenient, and you gain instant feedback from your online consumers.

Most online customers hate the idea of having to get on the phone and speak with someone to get their questions answered. But if you have live chat software, it can help your website visitors connect with live chat agents in real-time. Customer frustrations will be solved, and it can ensure you are always prioritizing the needs of your customers above all else.

Live chat software, and live chat in general really, is a great tool and it’s quickly becoming a game-changer for many businesses. If you have not invested in online chat support yet, then now is the time for you to change that.

Personalizing your Brand with Live Chat Software

5) Personalizing your Brand with Live Chat Software

Lastly, live chat helps to cut through the cyberspace that lies between you and your customers. It helps you improve customer response by providing your visitors a frontline to support. It is becoming increasingly important to embrace technologies like live chat for their ability to create better outcomes for customers, while also helping to build brand loyalty.

Finding a live chat that you can customize is also a good idea, as it helps you to make sure your customers are always talking to someone who fits within your corporate identity.

Of course, the benefits of live chat are really endless. If you have not thought about live chat software before, or if you just don’t think you need it, then now is the time for you to give it a try.

Live chat is the future of customer communication, and you may even find that it pays for itself multiple times over. If you want to find out more about live chat and how you could benefit, contact us at Social Firm.

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