As part of the customer support service, live chat software is gradually becoming more popular by online businesses. In short, live chat is a simple messaging service feature that you provide to anyone who visits your website. In terms of flexibility of use, it is a good option to email or call the company. For effective customer support, companies and businesses must deploy the use of live chat for customer service.
Through live chat software and support system, a person can answer all their questions by logging on to the website. Keep in mind, this is one of the ways to improve your business with the integration of live chat.
How live chat for customer service can improve customer experience
High Customer Satisfaction
When used as a support channel, live chat software has actually been proven to achieve better results. In fact, in 2015, a study by Zendesk highlighted that customer satisfaction levels were significantly higher with live chat. The study revealed the following results:
- 92% of all customers express satisfaction with handling a problem with the live chat feature.
- Only 88% of customers were happy with the way they dealt with their problems over the phone.
- Email communication had a happiness level of only 85% in problem resolution and response time.
Interestingly, live chat defeats the social media platform with the following figures from Zendesk's report:
- 84% of users were happy using Facebook to take advantage of the business and solve the problem.
- 77% of users were happy to contact Twitter with the business and use Twitter to solve the problem.
Despite the widespread success of live chat, it is still surprising that many businesses do not think of using the program. In fact, the use of live chat software is usually considered one.
Flexibility of Use
A major reason for investing in live chat software is the flexibility you provide for your customers. Swift answers are, in fact, one of the top ways to improve your business with live chat. With faster response times, users can resolve their issues and get information about products and services, making it easier for the consumer to decide to buy with the business. Slow responses can easily drive the customer away. Often, there is time to reflect and think about things consumers do not like to buy with businesses that have sub-par communication systems.
Live chat offers instant answers and instant results. Fortunately, more businesses have started using live chat, more than three times the number of online businesses with this feature over the years.
Easy To Maintain
Live chat makes it easy for consumers to handle and maintain. You can easily handle six to eight more consumers with live support software with email or over-the-phone support. Live chat for customer service allows you to maintain a good and healthy consumer audience. To clarify, customers expect rapid response, and they reward businesses that provide loyalty to it.
With live chat software, you can improve problem resolution, and build an audience. Furthermore, you can ensure that your current consumers are happy and satisfied with the quality of your products and services. Therefore, live chat is undeniably one of the best ways to improve your business and your customer service feedback.
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