by ethosplc | August 14th, 2019
If you are reading this blog post, you already understand that live chat is a platform where you can chat directly with visitors on your website. However, what you may not be conscious of is precisely how live chat benefits your company compared to email, telephone help, instant messenger services and other communication platforms.
For your company, live chat is a must-have instrument, and this blog post will cover precisely why. Here’s a fast overview of 4 of the greatest advantages of live chat:
1- Reduced Expenses
Telephone assistance is how businesses have traditionally been there for clients, but it can be very expensive both in terms of toll and cost-per-hour. Live chat is not much more expensive than a quality email supplier and much cheaper than telephone assistance. In reality, Forrester research has shown a 17-30 percent cheaper live chat customer service than a phone call.
This is primarily due to live chat allowing multitasking of your agents or team members and assisting multiple tourists at once. On average, most live chat agents are able to manage three or more chats simultaneously with adequate training. This live chat advantage, called chat competitiveness, saves businesses an enormous quantity of staff expenses as it enables a few live chat agents to serve the same quantity of clients as a bigger team of telephone support staff.
2- Increased Sales
Studies have repeatedly shown that live chat is helping to boost revenue and businesses are reaping the advantages. Live chat has been shown to be able to drive 3x5x more conversions and produce up to 6000 percent ROI. In the same study, clients who use live chat are three times more probable to create purchases compared to those who do not.
These figures make one thing clear: live chat produces leads and revenues effectively. Because live chat offers immediate access to your support employees and sales team to tourists (and vice versa), your team has many more possibilities to transform these visitors into paying customers.
3- Improved Customer Service and Loyalty
Live chat enables you to provide fast responses to your product issues, fix issues quicker, and assure your clients that when they need you, you’re there. This is a straightforward, yet very efficient, customer service and loyalty improvement recipe.
4- Discover Customer Pain Points
Internet Revolution and digital marketing have created many new terms of business, and one of them is “pain points.” A pain point is an issue that has not been solved by a client, or a need not addressed.
It is sometimes hard to understand your customers ‘ pain points with traditional support mechanisms, such as email or phone calls, because they can only be heard or obtained by one team or person.
However, with live chat, administrators and managers have access to all chat stories that can be sorted, searched and filtered in order to rapidly learn pain points from customers. Management can therefore readily discover their customers ‘ issues or needs and find methods to tackle and solve them. This is one of live chat’s biggest advantages.