Almost every website has a live chat feature; 30 percent of consumers expect your website to have it. If you do have it, how sure are you that you are using it to its full potential? Customer Care Live Chat has more to offer than what you might realize.
Customer care live chat will give you loyal customers
According to a Forrester study, 63 percent of customers said that they will more likely to return to a website if it provides a live chat where a representative will talk with them in real time. It does not only give you more sales but also more loyal customers, especially if you use customer care live chat correctly.
Another research from Zendesk proved further that live chat trumps other media of customer service. About 92 percent of customers have good and positive experiences from live chat support compared to the phone with only 88 percent, email with 85 percent, Facebook with 84 percent, and Twitter with 77 percent.
On another note, consumers will see your website with positivity and will contact you with eagerness as long as you provide them with what they need — time and value.
Use Chat Bot For 24/7 Customer Care Live Chat
It is a fact that customers do not shop at the same time, especially if your shop is globally available, different time zones will always be present. In fact, Ubisend stated in their research that 51 percent of customers want businesses to be available 24 hours a day, seven days a week. It might be a little costly to hire more employees and customer support agents to do this so you can install software that will put a chatbot on your website. With the help of this AI feature, you can still answer basic customer queries.
Old People Use Live Chat Too
Many businesses think that only millennials want customer care live chat because the old generation still likes to use the phone for customer service. However, in this day and age, it might be a little wrong to say that. According to Zendesk, “45 percent of people aged 55 and more admitted that they have used Live Chat on a website at least once and this number is constantly growing.” For that reason, you must equip your employees to learn how to communicate with people who are not that used with technology.
On the other side, it is true that people in the age group of 18-35 use live chat the most. WhosOn said that 61 percent of customers under the age of 24 admitted that they intentionally avoid calling businesses while the same percentage of Millennials prefer Live Chat over traditional media.
When dealing with millennials, you need to be fast and efficient. To do that, it is crucial to have live chat quality monitoring. With this, you can filter questions that are repetitive and input an FAQ so that fewer people will go to live chat for the same question.
Since customers want a real-time and instant reply, they would likely go to your website for a live chat.
If you cannot provide them that, might as well outsource to a reputable BPO company like us.
