Live chat is there at you website to provide instant response to your customer queries. It leaves your customer satisfied and happy.
According to Forrester Research, there are online customers who want help from a live person while they are on their shopping excursion. There were 44% of online customers who said that having questions answered by a live person in the middle of the shopping expedition is one of the most adorable feature that a website can offer.
An online chat system provides immediate assistance to your customers, leading to wait times which are much less than a call center. It also gives the customer the liberty to multitask while they wait for th agents to reply.
There was another study by ATG Global Consumer Trend study which stated that 90% of the customers consider live chat as a very helpful tool and there were another 63% who were more likely to come back to the website to make more purchases that offer live chat.
The report also sated that 38% of the respondents claimed that they made the purchase due to the chat session itself.
Not only live chat is comfortable for the customers but it also cuts down the expenses on both employee task time as well as phone expenses.
Some of the most worthwhile cost savings are:
1. Live chat reduces the average interaction cost which in turn lowers the overall contact center costs.
2. The efficiency is also increased by allowing live chat representatives to handle multiple chats at one time,which reduces the man power.
Live chat is indeed a great feature for businesses to have.
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