A business needs to consider a number of factors while deciding the implementation of a new customer support channel. And when it comes to the implementation of a support channel like live chat, the bar’s really high!
Online live chat is undoubtedly an unrivaled customer support channel for meeting customer needs throughout their online shopping expedition. It starts with the very first contact through post-sale support. It effectively meets the customer in the very same place where they turn out for their answers and that is the internet.
This article is all about educating you about the various parameters required for the implementation of live chat for a business.
According to a research conducted by Software Advice, businesses need to consider some metrics on certain demographics before implementation. It helps them be more convinced and informed about their decisions regarding the implementation.
Key findings:
i) 56% of the respondents have used live chat at least once to get their question answered on a company’s website.
ii) 49% of the respondents use chat support for online shopping questions and 74% still prefer calls for complex queries.
iii) 56% of the respondents between the age 18-34 prefer live chat to the phone as compared to 27% of the respondents aged 35 and older.
Your customers just don’t have to wander anywhere to get their queries resolved if there’s a 24/7 assistance on your website. Unlike other channels such as email and phone support, online chat provides immediate responses and that also with minimum customer effort required.
However, when you are offering live chat at your website, you also need to have an idea of customers’ reaction. In other words, the very first question that you should ask yourself before implementation is, “ If we offer online chat on our site, will customers use it?”
It looks simple but a relevant question.
Here is what the survey says about the above-mentioned question!
According to the survey, the answer to this is positive, that is “Yes”. 56% of respondents use live chat at least once for query resolution.
Live chat is no doubt the exceptional customer service channel and will continue to be for years!
