Live chat and customer satisfaction: what do the statistics say? Summary: There are many researches that prove live chat is linked with customers’ satisfaction. These surveys and researches prove that a majority of shoppers would prefer having a live chat invitation, and once engaged they find the experience as satisfying. It also shows that customers prefer using live chat over other modes of customer communication because of the convenience it provides. Body: Live chat support is believed to have a direct relationship with customers’ satisfaction. Research and surveys have repeatedly shown that there exists a correlation between the two factors, and as the percentage of the usage of live chat increases, so does the rate of customer satisfaction. It has also been revealed through research, that live chat is preferred by customers as a mode of customer communication over telephone and email, because of the convenience it provides. Here are some of the statistics revealed through various researches conducted by companies and agencies providing live support service in UAE, US, UK and other parts of the world: •
It has been revealed that more than 83% of the customers will leave the website they are visiting, if they cannot find what they want and have to click multiple times on different pages. Hence in the absence of live assistance, customers will leave the website if they cannot immediately find what they need.
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Almost 58% of the customers who are having difficulty in finding the products they want or are getting confused while navigating through the website, will not only leave it empty handed, but will not even return to it in future.
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A research conducted in 2010 by Live Admins, one of the prominent companies providing live support service in UAE, 93-97% of the customers who are new to a website will leave it if they do not find it engaging and will forget about it. If there is a live assistance present, customers can be engaged and guided towards the products they want.
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According to another survey, customers in UK and US find the proactive live chat as a positive influence on their shopping. 66% of the customers appreciate being invited to a chat and are likely to respond to it.
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Once the customers are engaged in the conversation, 94% of the customers find the overall live chat experience as highly satisfying.
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Another survey conducted in 2013 by e-digital revealed that the percentage of customers finding live chat as satisfying has risen up to 77%. More than 2000 customers were asked to participate in the survey, which shows how much the popularity of live chat has increased over the years.
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As per a study, 79% of the customers prefer live chat because they find it as quick mode of communication. It’s a where their questions are effectively answered. Also, of those customers who like live chat, 46% agreed that live chat is the most convenient method of customer communication.
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According to a survey, 83% of the customers believe that a good customer service is all about resolving issues at first contact. Since live chat support enables operators to resolve customer issues at first contact, it is preferred by customers as the most convenient mode of communication.
All the statistics given above prove the importance of integrating live chat support to customer services. Live chat provides a quick and convenient way of communication and enables operators to assist the customers during shopping. Because of this, it directly increases the customer satisfaction rates. Whether you are providing live support services in UAE, UK or US, live chat has a positive effect on the shopping pattern of customers worldwide.