Live chat to revolutionise online experience Live chat has been proven to be one of the most successful forms of customer service, growing in popularity amongst retailers.
When compared to other methods of sales support, live chat comes out on top. A staggering 42% of customers prefer to use this feature, rather than any other form of communication to resolve queries. As the demand for instant responses grows, consumers report the highest levels of satisfaction when using this feature. When responding to queries, live chat typically results in 73% of site visitors being satisfied, compared to 61% for email and 44% for customer service over the phone. It’s not only customers who benefit from the use of live chat. Customer service software company, Kayako, report that 79% of businesses say it has a positive effect on sales, revenue and customer loyalty.
Today, over 30% of customers expect live chat on a website. This figure rises dramatically among mobile users, with 62% of those on a mobile device expecting it to be available. Here are a few ways to implement successful live chat features on your site.
Make it easily accessible Don’t bury your live chat within help and support pages. Gain a reputation for being customer-focused and let site visitors immediately know that you are on hand to answer any queries they may have. Create eyecatching pop-ups or clearly labelled sections to create an instant sense of trust. Customers are far less likely to abandon a purchase when they are reassured that they can communicate with the company during their journey.
“Today, over 30% of all customers expect live chat on a website. 62% of people on mobile devices expect it to be available.”
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