Why Should Businesses Employ Live Chat?

The inability to get immediate support or response from the brand's side can be a real turn-off to the customers. Traditional phone support or email support has become too much of a hassle. These old channels require more time and aren’t cost-effective at all!

Instead, an easier and more convenient option is being sorted after by people to get their queries answered immediately. So look for a convenient option - Live Chat Widget.

 

Per HubSpot, statistics show that 90% of customers consider an immediate response important regarding sales or support-related queries. A live chat widget can be integrated into a brand's website to enable customers to easily clear their questions by chatting with the brand's representative.

 

Free live chat is a savior in generating leads and amping the conversion ratio nationally and internationally. Here are 5 reasons why you should integrate Live chat into your business:

 

1.    Customer satisfaction = Revenue generation.
Free live chat increases customer satisfaction.
Statistics say 75% of the customers preferred brands that enabled live chat options. This is because the customers need to feel seen and heard.

An online shopping website lacks the human interaction that enhances a shopping experience in a physical store. Customers need to feel  cared for. And free live chat bridges that gap in a website by giving immediate customer assistance.

2.    Enables brands to have seamless communication with their customers.
With the help of live chat, brands can communicate with their customers regarding their latest offers and news. This will help keep the customers updated regarding the deals of the company.

The 24/7 free live chat also enables the customers to get their queries answered anytime in the comfort of their homes. This also builds among the customers regarding the brand, and the customers will also sort after the brand's products even for urgent requirements.

3.    Collects more extensive data compared to email or phone support.
Free live chat option, integrated with an all-in-one messenger (omnichannel messaging solution), provides a company with  great analytical insights into customer behavior.

For instance, popular customer inquiries and hard-to-answer customer inquiries, as well as those that have been ignored or responded after  a long time can be identified and given the necessary attention.

It also collects the customer's chat history, which will help the brand's representative better understand the customer and help them accordingly.

Some of the analytics collected by live chat that can be crucial for your business are;

 - Visitor analytics: This includes information about website visitors, where they come from, your most popular pages, etc.

- Team analytics: This is the information about your representative's performance and where it needs improvement.

- Chat metrics — you can measure your free live chat support's performance with metrics like Fast resolution time (FRT), Average resolution time (ART), First contact time (FCT), etc., to provide better customer satisfaction.

 

4. It improves user experience at all levels.

In this digital world where distractions are everywhere, a brand is wrong to expect its customers to take their time and self-teach themselves to navigate through your website or get their queries answered via email or phone support.

The free live chat widget stands readily on the website's homepage to clear their questions, making the website experience easier for the customers.

 

5. Omnichannel messaging is the only brand booster you need!

Omnichannel messaging is the process of integrating the communication channels of a brand on various platforms into one in order to simplify the customer interaction process for the brand.

 

Different people use different channels for other purposes. A business should have a strong online presence on these channels to further improve customer attraction and lead conversion.

Omni messaging enables the customers to get familiar with the brand using the channel of their choice.

 

This increases the lead conversion rates because more people from more platforms are connecting with the brand and getting immediate support via free live chat.

 

Omnichannel messaging also enables your representative to read the previous conversations of your customers in different channels to understand their requirements better.

 

Final Thoughts

Good customer engagement is key to forming long-term relationships with customers and gaining a high customer retention rate. Brands that truly care about their customers understand that good customer service is crucial for the brand's growth.

By integrating live chat and omnichannel messaging into your brand's website and social media profiles, you can provide more convenience for customers to access your products and services.