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In addition to phone andit was seen as an optional customer service offering. A new breed of B2B buyer is forcing companies to adapt and digitally transform their business in order to meet their growing expectations. So, you'd better be ready to meet them! There are several ways to do this, but the easiest way is to simply listen to what your customers want. And what they want is live chat.
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The good news is that companies that do use chat to communicate with their customers see chats up benefitsincluding increased sales, satisfaction and service. Since launching SuperOffice Chat inwe've helped thousands of companies use chat to communicate with their customers. It's also given us access to data and insight on how business and consumers rate, feel and respond to live chat tools.
And unlike other lists, these live chat stats are always kept up to date. And fast. The reason for this increased adoption is because m ore than half of all customers prefer to chat with someone in chats up and online, rather than call a company for support.
If a customer has a question, they are now more likely to visit your website and try to engage with a member of your team via live chat. By allowing your customers to speak with you in real time through live chat, not only are you meeting their growing demands, but you also gain a competitive advantage. Another benefit for using chat is that you can respond to multiple customers at once.
For phone and support, you can only respond to one customer at a time, but with live chat, you can respond to as many as 6 customers at once! In fact, just by having live chat available on your website can have a ificant impact on sales. Adding to this, a study by AMA found that live chat can be used effectively throughout the customer journeyincluding an improvement in:.
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All you need to do is copy and paste a line of code onto your website your web developer can do this tooand you can be up and running in minutes. You could be increasing sales and helping B2B buyers in the time it takes to boil the kettle!
One of the most popular ways to use live chat is for customer support. The main benefit is that it allows your customers to get an instant response to the questions they need answering. Forrester's Raising the Bar report found that 1 in 5 customers are willing to stop using a product or service for slow response times via online chat.
Well, the average response time for s is 12 hours. By using live chat, your customers can get answers to their questions in two minutes. Not only does this deliver a poor customer experience, but it is not in line with customer expectations. For companies that do use live chat, what you should do is treat it as you would a phone call and never let a chat go unanswered. If you are not available, provide an option for customers that allows them to contact you byshould they initiate a chat a standard feature in most chat applications. Quick responses mean happy customers and a reduced burden on your customer success team.
So, if you want to improve customer satisfaction rates, you need to respond quickly to live chat requests. The average wait time, in terms of how long it takes for a company to acknowledge a live chat message is 2 minutes and 40 seconds. To keep your customers happy, create alerts so that a chat is automatically ased to a free agent if unanswered within 30 seconds.
The fastest response time for a chat during our study was 7! And when you can deliver on their expectations, they will remain happy customers chats up a very long time. One way to improve customer chats up is to send a follow up after chats up chat has ended that includes a transcript of the chat session. Another way to improve satisfaction rates is to ask for feedback from customers and the best time to do this is after the chat has ended — allowing the customer to give immediate feedback based on their experience.
This voice of customer data can be extremely powerful. Enjoy this post? You can share it on Twitter here! Back to articles. In this article, we share what a customer engagement platform CEP is, how you and your orga…. Traditional customer service skills like a positive attitude and good communication are ….
Steven Macdonald is a digital marketer based in Tallinn, Estonia. Since working with SuperOffice, he has led the growth of the blog from 0 to 3 million visits per year. You can connect with Steven on LinkedIn and Twitter. View all articles by Steven MacDonald. Hey Steven, I agree! Live chat is a great way to grow your business. Thanks for sharing these statistics! Great stats, Steven!
Live Chat will be here for the long-haul and businesses should pick up on it as soon as possible!. Thanks for the info and write up. Live chat will surely help you to grow your business at international level! Customer experience is driving change in so many companies.
Great article! So, make a decision to use live chat on your website based on your traffic and your expenses to support it! This article is informative, well-written and very interesting. I have truly enjoyed reading your own points of view on live chat! Very Informative article and statistics! Live chat always creates a great impact on every customer and live chat support is now trending in every firm to get more customers. Thanks for sharing, Steven!
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It is a super informative article. Live chat is so useful and beneficial from the customer point of view as well. Stats are really encouraging. I have always made the mistake of underestimating a live chat feature on a website. After reading this post it has given me so much more clarity, especially the stats.
Thanks a ton for sharing, Steven. Awesome post - would you mind if we use some of your statistics on our website?
No problem, Ian. The only thing I ask in return is that you link back to the content where you found the statistics. Thanks again! Hey Steven Great article.
I work for a very unique chat company here in Missouri. Loved your research, shared it with my colleagues and use it when I'm talking to prospective clients.
Who answers the "live chat? Great question, Len. If you have na in-house support team, then you can respond to live chat requests. If you outsource, then someone else can be responsible. Thanks for these observations. Sharing with my clients. Customers appreciate a company that saves them time. Very useful article, Steven!
Great article Steven! I am now curious to further know your insights about chat bot integration with chat widget. For a growing business it's difficult to have enough support staff to respond to live chats within minutes.
I am curious to know the stats of companies using chat bots to provide customer support or sales. Appreciate if you can share some thoughts.
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Thanks in advance. Thanks, MP! I don't yet have any stats on chatbots and chatbot usage. But, it's something we can definitely investigate!
I was wondering if I should pay for a Live Receptionist vs a Live Chat and you just helped me seal the deal. For about a year now I was thinking as Live Chat as a robot though. But it seems more companies, especially large companies, are utilizing it.
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I guess I will finally the party. I really hopes it help. Thank you for your post, Steven.
Your post aptly summarizes the benefits of live chat. Yes, you are absolutely correct because I have used live chat on my website and people really like to talk to the executives instead of reading the whole written blog.
It's true that it can really increase your business.
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You start one-on-one and group chats the same way: by selecting New chat at the top of your chat list.