In the digital era, business are engaging more and more customers through online channels. The demand of the market for the businesses is to provide full support to its online customers and enhance their online customer experience.
With the traditional supports like phone, email and self service, live chat is also a great tool for online customer support and it adds to happier customers, increased conversions and a marked reduction in the service costs.
Live chat is indeed loved by the customers. It is one of the best way to get in instant and real time communication with your company. Not only has it become the leading method for online support but it also yields to the highest satisfaction rates among the customers.
“Within the online channel, the chat feature has become the leading contact source, as 42% of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature”
(from 2013 U.S. Wireless Customer Care Full- Service Performance Study)
The awesome level of satisfaction due to live chat are mainly because of two vital reasons: efficiency and immediacy of the experience.
Getting customers engaged with live chat makes the over all experience quick and simple. It is comfortable for the customers to enter order numbers and confirmation codes into the chat box easily for faster service.
Live chat also permits the customers to continue browsing and also view online content while chatting to your business representatives.
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