The small businesses have adopted live chat feature on their website which provides the additional customer service to the visitors at their website.
Live chat is far more convenient than other traditional customer service channels. The customers are more comfortable to have their questions and concerns answered in real time through a live chat. In fact, 44% of the online customers indicate that getting their questions answered instantly through live chat is one of the most important website feature you can have.
Live chat is cost effective.
The live chat agents are able to handle 4-5 chats at a time, thus multitasking. This is possible with the help of canned responses and supportive urls. This is economic from business point of view as it saves money since you need less man power as compared to the conventional phone support where a single agent can handle only one call at a time.
This also reduces the wait time that people face with the service with a phone call. Live chat also connects you with your customers in real time and hence it also increases the order value as any of your concerns could be answered in real time.
As per different studies, it has also been observed that live chat feature brings a 20% conversion rate hike. The customers also prefer to make return visits at the websites which support live chat feature to make more purchases.
Hence, if you desire to delight your customers just go for live chat!
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