These days customers want to find answers online, until they feel the need to talk to a human. They expect an answer that is not just right, but lighting-fast. This is where live chat comes into play. It is a very useful tool meeting the needs of a demanding and connected customer.
Chat is the best, because it is personal and digital at the same time. This means real-time human interaction on a computer or a mobile device. No need to speak on the phone out loud about your problems and no long hold periods. It’s easy to see why chat makes the customer experience smoother and more satisfying.
Research has shown that companies who use Zendesk’s customer support products have been able to increase deflection of interactions to self-service and also shift interactions to channels with lower cost, such as chat.
Better for companies
There are many ways how live chat benefits your business. One crucial thing is, that it gives agents the chance to answer questions about a product during the customers checkout. This gives the opportunity to save a sale, that might have otherwise been lost. For example if a customer can’t find an answer to their question about shipping or delivery.
Live chat allows companies to connect with their customers worldwide 24/7. There is no need for any phone numbers either. Research has also shown, that agents can deal with multiple customers at once, and that they are able to quickly determine if another agent is better suited for a certain issue. Chat is also a useful tool for gathering customer feedback what is always valuable.
Better for customers
Even though chat is preferred by younger consumers aged 18-34, older generations are also getting in on the fun. According to Zendesk over 45% of consumers aged 55 and over have used live chat. This shows that chat is hard not to love. Chat provides immediate connection to help and quick answers for most questions. There is no waiting on hold or sending out an email with little hope. Another benefit of live chat is that it makes it easier for customers to ask questions they aren’t comfortable asking over the phone or in person.
Whether your a company or a customer, it is clear that live chat has great advantages as a customer service tool. Increase in customer satisfaction means increase in company profitability.
Source: Zendesk
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