This is why your business needs to implement online chat

News & Insights

Today, there are so many different ways to communicate with your customers. There’s email, social media, phone calls and SMS just to name a few. Of course, the perfect mix of communication mediums depends on your business industry. What suits one business might not necessarily suit another. One communication medium that should be considered by any business that sells products, involves customers filling in their details, or that simply provides customers with information, is online chat.

Customer Satisfaction

The popularity of Online Chat between customers and businesses is on the rise, and it’s clear to see why. Unlike email communication, online chat is in real time and is significantly impacting customer satisfaction. In the last year alone, the amount of people who used online chat to communicate with companies increased from 54% to 58%, and of those people, 62% said they are more likely to purchase from the site again. Additionally, 38% of customers said they made a purchase due to the chat session itself!

The key to your business’ long-lasting success is the happiness of your customers and online chat can help you achieve this. With online chat, customers are able to seek help and provide feedback to your company in an easy and hassle free way. For a business, you have the chance to connect with your customers with a more human touch and provide them with real-time assistance. With easy and instant responses, it’s no wonder that online chat, rather than email or telephone, is the preferred channel of communication for customers.

One benefit for your customers with online chat is that they are able to multitask while chatting with a customer support agent. This flexibility gives your customer the opportunity to proceed further with their online task all while obtaining the necessary information. This also means that your customer can ask a customer service agent any additional questions that might come up as they progress through their sale/application. A huge benefit for your customers with online chat is that they don’t need to dial a number, select multiple different options to access the correct phone operator before finally receiving adequate advice. When using online chat, customer satisfaction and retention increases because it’s simple, direct, and there’s minimal, or often no, transferring of operators. Additionally, online chat is instant, whereas email communication can take 24 or more hours for a response.

Customer Retention

In today’s day and age where information is everywhere, it is easy for your customers to get lost. By having an online chat feature on your website, your customers are able to instantly connect with you and easily receive the answers that they are looking for, without all the hassle. Through online chat, you are able to ensure customer retention and provide important information to your customers. Additionally, if your customers are happy with the level of service that they receive, they are more likely to refer your company to others!

To ensure that you are providing your customers with the best service possible, you can easily access old online chat logs to read what did and didn’t work, provide staff with any necessary training and swiftly resolve any issues.

Sales enhancement

With increased customer satisfaction, retention and potential referrals, it’s no wonder that your sales are likely increase. By providing your customers with a customer service operative who can walk them through their sale, you are ensuring customer happiness and also helping to make sure full shopping carts make it to checkout. Not to mention those customer referrals!

Reduced Service Costs

Online chat is quick and easy to set-up and at low cost, especially compared to email and phone support. The cost per interaction is low and online chat has very quick response times. By having multiple chats and pre-written answers you can save time and a single agent can handle up to 10 customers at once. Overall, the use of live chat can, in general, save a lot of money and time. To further your cost savings, consider blending online chat with a range of our other complementary services.

If you’d like to talk to us about how an online chat solution can help your business, get in touch.

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