Live Chat is an online communication system that enables you and your customers to chat in real-time. It is a great alternative to phone calls and emails.
With a real-time chat service, customers who go to your web site can instantly speak with a live customer service agent. By simply submitting a comment, they can receive an instant reply and engage in a conversation with the live service agent. Here are a few major benefits of using it in your customer service.
According to a research study by Forrester, customer service provided by real-time chat is 17-30% cheaper than a phone call. That’s because a phone does not allow you to manage multiple customers at the same time. Whereas, managing multiple customers is a lot easier with it, allowing companies to save time and resources.
An American Marketing Association Study claims that using real-time chat can boost conversions by 20% and that the typical ROI rate from a paid live chat tool for the sales team crosses 300%. What’s more, the study also reveals that people who use the tool are three times more likely to make the purchase in comparison to those who don’t.
Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users.
Overall, it is the best sales conversion hack today. From customer acquisition to conversion, the tool helps a brand to engage with visitors in real-time and resolve their questions faster.
Apparently, customers feel more confident if they find a live chat software solution on a website. That’s because they know that their queries will be resolved in no time.