Before implementing a live chat icon on your website there is a need to make a study about the customer preference’s and the impact which live chat can make on your business. This study will help the business man get a detailed knowledge, particularly on certain demographic group, so they can be more informed about employment of live chat.
Live chat basically whirls around excellent customer service around a common theme: reducing customer’s effort and satisfying them with their queries.
The best customer service does not deals only with queries getting resolved but its a lot more than that. It is basically to reduce efforts at all stages of the customer when he is on the shopping expedition. Right from the moment he is at your site, till he makes a purchase and leaves your site. It’s all there to assist him at every step.
As an on line tool, it responds to customers in the very place they tend to divert for their answers that is the Internet. It provides instant support unlike other support channels like email.
There was a survey done with consumers to learn more about their preferences for and use of live chat. Also interacting with many small and mid-sized businesses showed the following results.
- More than 56% of respondents have used live chat at least once to get their answer on a company’s website.
- Live chat is preferred for on line shopping by 49% of respondents while74% prefer telephone for complex financial questions.
- Consumers in the age group of 18-34 prefer live chat to phone, compared to 27% of respondents aged 35 and older.
For live chat contact us