One of the biggest frustrations customers face when shopping online and contacting businesses online is trying to find someone who can answer their questions immediately and accurately. One of the biggest and smartest trends in online business today is live chat support. Live chat provides customers the easy answers they want, while preventing them from clicking away to another site. Here are five reasons you should consider adding live chat to your call service package.
Live chat is incredibly convenient for customers. 44% of customers, in a study conducted by Forrester Research, said that having questions answered by a live person in the middle of an online purchase was one of the most important features of a web site. Online chat gives customers a real person who can answer their questions and customers can multi-task while waiting, unlike typical call-in chat lines. Customers don’t get bamboozled by a variety of numbers to push and have to sit through transfer after transfer. Instead, they get the answers they need and the help they want right away.
Live chat saves money spent on maintaining a phone line chat system and time spent by employees on the same. The average cost per interaction is lower and employees can be much more efficient, as they can handle multiple live chats at the same time. Customers will not have to wait as long to speak to someone, and employees will not have to be tied up with a single customer for a long time.
Live chat can increase your sales dramatically over time! According to a recent study reported by Forbes magazine, live chat has led to higher customer satisfaction scores and a double-digit increase in converted shoppers. By having a live person available to answer any questions during the ordering process, customers won’t be so frustrated they close the window before making their purchase. Live chat also provides opportunities for up-selling that are otherwise ineffective or unavailable.
Many businesses are still not offering live chat, even though studies have shown it to be remarkably effective. In order to gain an edge on your competition, providing live chat for your customers will make all the difference. Live chat gives you a direct window into your customers and an opportunity to generate more customer loyalty, as they feel taken care of and heard immediately.
Perhaps the biggest advantage of live chat is allowing a customer who is frustrated or upset to immediately talk to a real person who can address their concerns. By listening to customers and solving the problem, your business avoids a negative social media post or the permanent loss of a customer. It also provides an opportunity to sell the customer another product in the future if they have a positive experience. Live chat also gives you the chance to hear direct feedback on your products and get great ideas for new things to add (or trends that your customers dislike!).
Add Live Chat with TeleRep
TeleRep knows how important live chat and call center services are to your business. We are well known for our professionalism and excellent customer service when dealing with your valued customers. Let your customers know you care, right now, with live chat services. To learn how TeleRep can help set your business apart, contact us online or give us a call at 1-800-638-2000. To see more examples of what we’ve done, follow us on Facebook, Google+, Twitter, LinkedIn, and Pinterest.