A poor real-time redressal of the query is a common frustration among grumpy customers. As per statistics related to customer satisfaction compiled in 2023, 73% of customers switch brands depending on the quality of customer service.
On the other hand, 35% of customers are willing to subscribe to the premium membership to get a better customer experience. In a nutshell, customer experience matters the most for all brands across verticals.
While there are different ways to deal with a customer seeking resolutions, live chat software always comes in handy for businesses. Everyone is aware of live chat as a tool that empowers agents to engage with customers, via messaging, who visit the website for queries/solutions.
This blog ahead uncovers the role of live chat solutions for businesses and how they impact the customer experience. Keep reading to find out if your business needs a live chat to streamline the customer experience.
Why is Live Chat Vital for Websites and Mobile Apps?
An interesting question, indeed. The live chat option is not unprecedented. 53% of business verticals, worldwide, use the live chat option for offering real-time support to customers. Customers prefer live chat as compared to traditional email or calling methods.Live Chat Solutions have gained popularity because it is proportional to customer engagement. It becomes easier for customers to strike a contextual conversation which increases customer satisfaction score (CSAT). Hence, a win-win situation prevails for customers & agents alike.
There are different reasons for customers to choose web live chat. Here are the top three reasons:
●Faster Response Rate
Live chats deliver prompt responses to customers at the right time and streamline the customer experience. Live chats have a faster response time as compared to emails and phone calls.
●Negligible Waiting Time
The biggest benefit of using web live chat software is negligible waiting time. Since customers can get their queries addressed immediately, they prefer live chat over other communication channels.
●Increased Customer Experience
When customers’ queries are addressed on time, they feel delighted which boosts their overall experience.
Key Features of Live Chat Impacting Business Growth
Amassing different features, live chat software impacts a business in different ways to help a business prosper. Below is a list of the top features of live chat.
Integrations
Since businesses use different tools, integration remains a crucial aspect for them. Live chat software can be easily integrated with third-party apps & CRMs to ensure a seamless flow of data.
Co-browsing
Real-time interaction delights customers and co-browsing is a key feature of live chat software. This feature allows agents to control the customers’ browser to guide them through complex steps for transactions, filling forms, etc., and improve the FCR & reduce customer service costs.
Triggers
Without second thoughts, triggers are the best way to deliver a personalized experience to customers/subscribers. They are classified into time-based, location-based, referral URL-based, and page URL.
Advanced Routing
With the help of advanced routing, businesses can identify new chat conversations that can be directed to the right department. This helps in the timely resolution of queries that further improve metrics like FCR and CSAT scores.
Other notable features of web live chat software include customization, analytics for setting up the right business strategy, and video chat. Every feature contributes to streamlining business operations that elevate customer support & customer experience.
Level Up Customer Support with Live Chat
As stated initially, 35% of customers are willing to get a premium subscription to get a better customer experience. Hence, enhancing & improving customer experience must be the primary goal of every business.
Here’s how live chat plays an important role in leveling up the customer experience.
Increase Customer Engagement
Live chat enhances customer engagement rate with its features like co-browsing & video chat. A faster redressal to customer queries is a strong reason for retaining customers successfully.
Reshape Team Productivity
Live chat simplifies improving different KPIs like FCR, AHT, and CSAT scores that elevate team productivity.
Gain Customer Insights
To simplify & enhance the gross customer journey, businesses can collect actionable data about customers by using live chat. This helps agents to resolve the query faster.
Harboring Success With Live Chat Solutions
To conclude, we say that customer experience will always remain an inseparable part of the customer journey. Hence, it becomes vital for every business across verticals to improve its customer support. By offering real-time support using live chat software, it becomes easier to streamline customer experience.
A highly experienced SEO expert with over five years of experience. He is also working as a contributor on many reputable news sites including APNEWS and TECHBULLION
