Clients choose live chat above social media, email, and even phone support when asked which help methods they prefer. Why? Live chat support is quick, simple, and convenient.
However, the benefits of live chat go well beyond merely providing your customers with a faster and more comfortable way to contact your customer service representatives. In addition to improving the support experience, live chat may boost agent efficiency, help you get to know your clients better, and drive product decisions.
Let’s go through the top five benefits of live chat for customer service teams.
1. Live chat improves the customer service experience.
Customers like live chat because it helps them get answers for their issues quickly.
With live chat, you provide customers with a way to reach you right away if they have questions or problems that they can’t solve. This is far more fulfilling than sending an email to a support team; with email, you never know when you’ll hear back.
Customer satisfaction ratings for live chat are likely to be higher than for other types of help due to the quick availability of assistance.
2. Live chat helps with customer acquisition and onboarding
There’s a reason why live chat pops up every time you visit a new website. Not only does live chat provide immediate customer service, but it also allows you to upsell and cross-sell your customers.
Many companies use live chat as a way to get their new customers excited about their products. For example, if a new customer purchases a product and shows interest in additional products, the chat can ask if they’d like to be contacted about relevant product recommendations.
You can also use live chat to welcome new customers and onboard them to your product or service.
3. Live chat helps to build a community around your product
Social media is great for interacting with people. But it’s not that great for interacting with a team.
That’s where live chat comes in. Customer service teams are already interacting with customers in their own community on the live chat platform. And this is an excellent opportunity for you to grow that community and build relationships with your customers.
4. Live chat helps you retain customers
Knowing what your customers really want helps you retain those customers.
If you know that a customer isn’t using your product in the best way for them, you can help them or offer them a way to find the answers they need to be successful.
If you know that your customer has problems with your onboarding flow, you can help them navigate it more easily.
By having live chat conversations with your customers, you can get the information you need to ensure that they’re getting the most out of your product.
5. Live chat boosts your customer service team’s productivity
With live chat, your customer service team is equipped with a more efficient way to support customers.
Instead of logging into a support ticketing system, they can quickly answer questions and resolve customer issues right from their live chat software. This means that customer service is faster and more efficient, which leads to happier customers.
With all the benefits of live chat, it’s no surprise that so many companies are using it to boost their customer service efforts.
There are a lot of great live chat solutions out there. And some solutions help you combine live chat with other popular customer service solutions.
Make the right first impression with the help of 24H Virtual. We are a virtual chat receptionist that offers live chat services to boost customer support while providing additional sales services to potential customers. Our professional in-house live chat agents are ready to help save you precious time and resources. Contact us today to get started!