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Why Live Chat Provides Customers with a Better Experience

Posted on 03 Apr 2018 in support ticket software | 0 comments

According to many surveys, customers enjoy live chat more than any other customer service channel.  In fact, live chat has the highest customer satisfaction levels, 73% compared to 61% for email and 44% for phone.

It makes perfect sense. Think about it! There are often times when you have to wait 5 to 10 minutes “in line” just to speak to someone over the phone. Aren’t there more productive things you could be doing with those 10 minutes? Live chat eliminates that waste of time for customers – and everyone appreciates it.

Personally, we love live chat.  It is the best way to connect with a business if you have a question about their product or services.

Let’s explore the main reason why chat provides the best experience for your customers.

  1. Live Chat Provides an Instant Response

In today’s fast-paced world, we want responses to our questions and concerns. For example, when we search products before we make a purchase, we often want to ask a few questions about them.

Unfortunately, the wait time to get a customer service rep on the phone, automated answering services, and being put on long holds can put the customer in a bad mood and cause them to shy away from buying your product or service.  Furthermore, waiting 24 hours for a response via a ticket system or email is not going to cut it – it’s simply not fast enough.

That’s where live chat can add the most value to your customer experience. It offers a customer service channel that gives customers instant responses to their questions and concerns.  You want to be able to help quickly or you customers might look to competitors for answers. Can you afford to miss out on new clients because you can’t afford them a fast answer to their questions?

  1. Live Chat Brings Proven Customer Satisfaction

Many surveys have proven time and time again that live chat brings the best customer satisfaction out of all channels of communication.  First, it’s efficient – you virtually skip long wait times on the phone.

Second. It’s immediate.  With the average human attention span coming in around 8 seconds, you can’t get much faster than this immediate response time.

  1. Live Chat Is Very Helpful

Customers think that live chat is the most helpful line of communication for websites.  This product even boost customer confidence. Visitors are more likely to return and do more shopping if the website offers live chat.

  1. Live Chat Is Engaging

Phone calls and emails offer little engagement and interaction between the company and the customer.

Live chat, on the other hand, is very engaging.  Live chat gives you the ability to create an experience that goes beyond the traditional customer service channel.

  1. Live Chat Offers a Personalized Experience

Imagine if you quickly access a prospective customer’s name, location, past purchases, and previous inquiries all from a single dashboard while you’re talking to them on chat? This type of personalization is very much possible with live chat.  So you see why you can’t afford not to opt for live chat for your business?

If you are interested in live chat, don’t wait, please contact us today!