Live chat option has become the most popular for businesses. Live chat is seen to increase conversion and sales by answering questions and providing support to the potential customers.
Customers simply adore live chat option for many reasons. Today in the digital era, people do not take the pains to pick the phone and get in touch with the business for their queries. They have a lot more better options available with all sort of texts, emails and messages.
Live chat makes your customer valued. They feel they are important as they are not made to sit on hold waiting for someone on the other side to respond to their queries. They have the option to open the chat window and can easily have a look at the amount of request which are hanging in front of them. There may be a queue but not that will not make you wait for more than few minutes and that also during high traffic.
This high level of efficiency makes the customer happy and their trust and confidence is simply boosted. A survey done by the ATG Global Consumer Trend Study says that 90% of the customers have found live chat to be very helpful.
It also denoted the following characteristics.
- Customers value live chat – In the study it was marked that the customers ranked ‘click to chat’ very high.
- Live chat is the only customer support that is preferred over any other on line support option. The customers were seen to rank live chat as the top option for providing quality customer service support.
- It was also seen that there were customers who had never used live chat. And this was again because of the companies as they never provided the chat option at the website.
It is seen that live chat has become the most loved customer support for the customers and the business too.
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