There are already a number of ways customers can contact support for a business, including email, phone, and social media. So is live chat software really worth it for your business to invest in or will it be too much for your support team to manage? For many businesses, it’s a great addition and here are some reasons to consider it.
Live chat allows customers to connect with you immediately. They don’t need to hunt for a phone number or drill into the support section of your website. With live chat, they can engage with you immediately from wherever they are on your site. Customers then see that your business is responsive to needs which put your company in a favorable position in their eyes.
Sets you apart
Although the use of live chat has increased, there are still a number of your competitors that have not yet incorporated it into their service menu. Offering live chat to your customers helps you stand out from other similar businesses.
You can save the transcripts of your live chat to determine ways to improve your service. One thing to consider is the length. Was the customer support rep able to quickly resolve the problem or were there more steps than necessary involved? You can also do a scan of keywords. Are there common problems showing up in a live chat that indicate your self-service support needs improving? Live chat data is useful beyond the moment of a specific customer connection because of the amount of data it can collect.
Increase in conversions
Everyone has a short attention span online. If a site doesn’t meet their needs or answer their questions very quickly, prospects go somewhere else and current customers will get frustrated. With live chat, you are connecting with the prospect during their point of decision making. Whether they commit to a purchase right at the moment or at least complete a micro-action indicating interest in becoming customers, you can connect with them before they leave the site. For your current customers, they continue to see your business favorably which could result in increased sales in the future.
Enables agent efficiency
There are arguments for and against multitasking. If you jump from task to task, it takes your brain a while to readjust to whatever subject matter is in front of you from one moment to the next. When it comes to live chat, though, multi-tasking can be a good thing. Agents are able to open multiple chat windows at the same time so they can answer one customer’s question while they wait for a different customer to respond to a prior question. So although the agent is moving back and forth between windows, they subject matter remains the same – answering questions from customers and doing it quickly.
It is one of the less costly solutions to implement. A simple subscription and a small piece of code added to your site are the only things needed for integration with your site. Also, since it is a simple solution for support, your customer support team can use the training they already received on working with customers.
Is it right for every business? Maybe not. But if any of the above reasons resonated with you, consider adding it to your customer support toolkit. As software integration costs decline, these types of tools make sense for more businesses. Visit HappyFox Chat today and learn more about what this powerful live chat tool can do for your business. Start your 14-day free trial.