The live chat support system has been around for decades now but there is still a huge disparity between the number of businesses using it and the people who refer. Many businesses have generally dismissed live chat as a trend or an unnecessary tool. If something is not broken, they have seen a need to fix it.
However, live chat support systems are popular because they are part of a trend. Most businesses that use them have found them to be valuable tools. The following are some facts that highlight why live chat systems are so popular right now.
1. Live Chat Support System Provides Fastest Response Time
Everyone hates to wait and when they have a problem, it is natural to find a solution as soon as possible. With a live chat system, it is possible to keep the customer calm and quiet as it has the fastest response time from 10 seconds to 2 minutes. in comparison -
- Response time in the phone ranges from 15 minutes to 1 hour.
- Email has a response time of 10 to 12 hours.
- Response time in social media ranges from 2 minutes to 10 hours.
2. Highest Customer Satisfaction Rate
Customer satisfaction also depends on the medium used. With a live chat system, customer satisfaction percentage is high due to quick response and waiting time. In fact, around 92% of customers are satisfied with the live chat system. opposite of this:
- 88% are happy with phone calls.
- 85% are satisfied with the email.
- 84% are satisfied with Facebook messages.
- 77% are delighted with Twitter messages.
You May Also Like To Read: 8 Reasons Why Your Ecommerce Website Needs Live Chat Support
3. Increases Sales
Apart from having the highest customer satisfaction rate and fastest response time, live chat systems are also useful as they boost sales and help lead generation. The data suggests that it is possible to increase revenue by 48% and increase conversion rates by 40%. The same study also reported that approximately 77% of consumers will not shop with a website if the live chat option is not available.
4. Customers Like It
One of the biggest reasons for getting live chat is that customers actually prefer to use live chat systems. Not only is this a priority, but once they use it, consumers will actively seek out live chat when they are on the website. 63% of a business's customers will return to the site. 41% of customers stated that live chat systems are one of the best and most important features that a business can offer to improve its shopping experience.
5. Saves You Money
Unlike other software systems and tools, live chat support systems save businesses a lot of money. Costs are drastically reduced for implementation, training and more. In addition, most systems are easy to integrate into pre-existing systems of business. They are also easy to maintain. Increase it, it provides revenue, conversions and engagement and you have a win-win situation. Live chat system is definitely a worthwhile investment for your business with very high ROI.
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