What Is The Importance Of Live Chat Software?

When was the last time you used Facebook Messenger or WhatsApp to text someone? While reading this post, you are probably thinking of WhatsApp at the very least.

Nowadays, we struggle to fathom life without messaging. It enables us to interact with friends and family while also developing our skills. This brings up messengers as instruments for business.

Businesses may find it difficult to communicate with customers over different mediums. Social media, email, phone, and in-person communication are currently the most common. Especially if you deal with numerous clients daily. Live chat comes to the rescue in this situation.

By the way, there are different live chat software available that makes our work easier.

But is live chat effective? And the simple answer is yes. To make it simple, let's get the detailed story of live chat.

Importance of live chat software

Smart companies are already aware of the benefits of live chat assistance. Such a tool covers sales and marketing within a company in addition to customer support. Your website may generate more income, and offer prompt service by using a live chat widget. Moreover, it helps in increasing brand awareness and visibility. You can call it the future of customer assistance by the intensity of its growth.

Are you interested to know why? So let's focus on the benefits of this software.

1. Increase in customer satisfaction rate

If you want to survive in the competitive market, then customer satisfaction is all that you need. Having a strong customer base increases the value of your company. But you need to earn their trust with your services.

Now, if you are thinking of live chat, it has set a record in this case. When compared to other customer care channels, it shows a high satisfaction rate. i.e. 73%. On the other hand, 61% of consumers who used email assistance were thankful. And 48% of those who use social media were pleased with the support they received. These supports were through relevant channels.

2. Economical

Live chat has the benefit of being far more maintained than any other form of communication. Therefore, live chat help costs only $5 for every contact, compared to call centers. It is $12 per interaction.

Live chat maintenance statistics can change. Some say that it is 17% less expensive than customer assistance over the phone. While others are sure that it is 33% less expensive.

Live chat is currently the most affordable customer service solution. This is because one support representative can manage multiple discussions. And at the same time assist multiple clients at once.

3. Increase conversion

Did you know that live chat can increase conversions? Yes, it's true. The more conversions, the more will be your sales. According, to a survey, it was seen that there has been a 20% increase in conversion rate with the live chat mechanism.

So what are the chances that a live chat will increase the purchase? Well, it is somewhat tricky, but you can expect 40% of customers to make repeated purchases. By the way, it is from the same website and not others.

While talking with a customer support representative via live chat, 13% of customers are ready to make a purchase once or twice each week. However, if they receive help from a live chat agent, 28% of customers are likely to add items to their carts.

4. Customer retention

Did you know that customer retention is challenging? Yes, it doesn't mean that once you got a customer, they will be your lifetime partner. But do you know why customer retention is given much importance? Since it takes a lot of work to attract new customers, a high priority on customer retention. With live chat, a company may be reachable 24/7. It also allows responding to customers' queries to enhance goods or services. This is an effective way to retain customers.

According to 63% of users, Customers are more inclined to visit a website again if they have recently used live chat. However, 62% of them had no problem purchasing from a website that offers live chat help.

5. Better customer experience

You must satisfy customers' expectations while talking with them if you want to optimize the customer experience. A superior client experience is just around the corner with a communication tool like live chat.

Live chat has the quickest first response time, with an impressive result of 2 minutes and 40 seconds. This is nearly as quick as making a phone call. Emails and social media, on the other hand, show different data.

Final thoughts!

By now, it is probably clear that live chat technology is an efficient client communication tool.

To survive among thousands of others, you need to use such software to stand out among the crowd.

To know more about live chat software, contact Helium CRM.

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