5 reasons businesses need live chat

Great customer support can be summed up in one goal: make it easy for customers to get their problem solved quickly and painlessly. Out of all the customer support channels available—phone, email, social or chat—live chat is by far the fastest, simplest and least obtrusive. So it is no surprise that nearly a third of consumers now expect live chat to be available for contacting a business.

1. Conversations lead to conversions

Live chat does more than provide on-demand support—it converts customers. A whopping 77 percent of online shoppers want to contact a real person before buying. When combined with customized triggers and real-time visitor monitoring, proactive chats are a powerful measure against shopping cart abandonment. Especially for the 55 percent of customers who are likely to abandon their online purchase if they cannot find a quick answer to their question. Additionally, recent Forrester research found that 44 percent of consumers said that having a live person answer their questions while they were in the middle of an online purchase was one of the most important features a website could offer.

2. Live chat increases agent efficiency

When agents are empowered to handle multiple customer conversations at once, they’re able to resolve several issues concurrently, rather than being forced to handle one call at a time. Chat agents can engage in as many as six simultaneous chats, depending on the complexity of the issues involved.

Additionally, with the use of triggers, agents can save on repetitive typing by setting up time-saving shortcuts like automatic greetings for customer on the site longer than 30 seconds or personalized messages activated by customer behavior such as lingering on a single product or pricing page.

3. Your support team gets more support

Agents can chat each other with helpful tips at the same time they are serving your customers. That means issues are resolved more efficiently because of internal knowledge sharing. If your business offers multiple product lines, you can also set up triggers that will automatically route your customers to the agents specializing in that product before they even start to chat—saving both your agents and customers effort.

Unlike email, chat also allows for in-the-moment support to upset customers. An agent can quickly assist a disgruntled customer via chat before the issue escalates or extends to more public channels like social media—with voice or email support, this opportunity could be lost.

4. More customer insights at your fingertips

Get to know your customers better with data provided by live chat software. Live chat delivers valuable data about customer behavior, location, and devices which can help target your marketing and support efforts.

Live chat also offers an additional channel for collecting customer feedback and a valuable opportunity to ask visitors pointed questions to help you identify the best sales approach. It’s an easy and inexpensive way for visitors to evaluate their experience and offer suggestions for improving your customer service.

5. Increased marketing opportunities

Everyone appreciates being noticed as an individual—online shoppers are no different. As a marketing tool, chat offers new opportunities to push out targeted incentives and offers. By using triggers or alerts that indicate when a VIP or repeat customer arrives on your website, agents can make more relevant marketing offers via live chat.