In this instant-driven world, many people prefer to obtain their needs in a fast, convenient, and pleasant way. When you apply those elements when doing business with your customers, it can give them a positive experience. As a result, will set you ahead of the competition. And what is a good way of giving it to them? The answer is simple — developing a live chat app and choosing the right people who would handle all customer concerns delivered using it.
Humanized service trumps automation
But why bother in finding a customer service representative when you have the option to automate it and leave the job to a robot?
When running a business — particularly an e-commerce site — you should always remember that while people prefer fast response, they would appreciate more if you provide them highly-satisfactory, valuable, and personalized reply.
Automation may be the answer to a short-term problem but it would not leave a positive, long-term impact on your customers. But don’t get it wrong as well. Automation is not that bad, especially when integrated well into your live chat support. That means aligning the work of a chatbot and a human agent that would make it appear to the eyes of your customers that they are talking to a sole human agent.
In developing a live chat app, it is important to consider that you have to establish a “human-centric customer service through great people and clever technology,” according to Kristin Smaby on Being Human is Good Business. Like what the universal concept implies, there should always have a balance so that things can work in harmony. It is smart to use artificial intelligence but there is a limit; nothing can still beat the value of humanized service.
The power of a live chat app
A website is not complete without a live chat app. This widget might seem small, but it can do wonders for your business.
As a matter of fact, Forrester discovered that there was a 10 percent increase in the average order value when reviewing the sales from customers who engaged in a chat before making a purchase compared to those who did not use chat. An ICMI report also revealed that website visitors who engage with your company using the live chat app are worth 4.5 times more than visitors who don’t.
Another significant information by Emarketer states that 63 percent of customers were more likely to return to a website that offers live chat.
A website with a live chat app also receives a higher satisfaction rating. Econsultancy found out that 73 percent of customers were satisfied with their live chat customer service best experiences compared to just 61 percent of email users and a worrying 44 percent of phone users.
Prioritizing customer satisfaction, boosting sales
Before you can experience an increase in sales, you should first target the roots. This means tracing back to the actions that you need to undertake to receive your desired results.
In this case, you should take extra care of your customers because how you treat them will reflect on how they will react in your products and service. Give them what they need, and you will surely receive the treatment and result that is rightfully yours.
Ready to improve your live chat app?
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