Live chat is indeed proving a boon to the on line trade and a pleasant experience for the on line customers too.
It gets more leads from your digital advertising, boosts your profits, turn more of your browsers into buyers and reduces your contact center costs.
The implementation of a live chat icon at your website is effort less. With the use of live chat by the customer service team, an overall decrease in the service cost has been witnessed in supporting on line customers. A solution that is fully customized and integrated with a CRM or e-commerce platform with pro-active rules need10-20 days to set up while a simple live chat can be launched in a day, just some codes and all done. It keeps the cost low and the technical team happy.
The effective cost per interaction is quite low in comparison with alternative methods of customer support like email or phone. Since the responses are quick and instant it saves much of the agents time which in turn suppresses the need for more agents.
The other positive aspect is that the live chat agent, at a time can handle or give support to multiple customers. This is an important feature as compared to the phone support which can take a single customer at a time. Many business have seen a call deflection rates of 30%-70% as customers prefer to turn to a live chat than dialing a phone number.
Due to improvement in time efficiency, business have seen big cost reductions. Agents can handle multiple chat simultaneously, using pre-written responses, directing customers to web pages, etc. A second saved at one chat, tabulates up to an over all time saving of 40-80 hours per year. What an incredible achievement!
The bottom line is that use of live chat saves money on implementation, on going platform, service cost and employee task time.