Live chat is not only loved by the customers, but by the businesses too. It allows your customer to chat with a real person, right at the moment without picking up the phone or waiting for a reply. Live chat is quick and informative and results the highest satisfaction levels of any customer service channel.
Live chat is seen to have 73% satisfaction rate, compared with 61% for email and 44% for phone. These stats have been received from e Digital Customer Service Benchmark where they surveyed 2000 customers with their experiences of various customer service channels.
E Digital Research states that the companies which have indulged in live chat, do not disclose the identity of their clients and this makes them feel more comfortable having an open hearted talk about their question and complaint.
With live chat the business can provide an answer or resolution immediately. This has heightened the expectations of other customer services also and now people are expecting the response of their email also in an hour.
Live chat is efficient in solving a problem in a timely manner which in turn leaves the customers feeling satisfied and happy with the response. The people who are shopping online, are in a hurry and usually expect quick response or they are flooded with opportunity to check out your competitors site. However with live chat, your chat representatives can get in touch with your clients and help them in their shopping excursion, solving all their problems and concerns.
Live chat, though a small icon is overwhelming with potential to offer the exceptional customer service to its clients.
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