Live chat used to be a nice thing to have for your customers. It used to be considered an optional customer service outlet, made to complement email and phone. That’s not the case anymore though. These days, if you have an online business and don’t have live chat you are losing customers and money. Let’s take a look at some of the things that managed live chat services can do for your business.
Just by having live chat available on your website can have a significant impact on sales. It’s not just a theory either. 77% of customers won’t make a purchase on a website if there’s no live chat option available. Not only that, it’s a great way to foster repeat business. 63% of customers are more likely to return to a website that offers live chat.
One of the most popular features of live chat for both the customer and the business owner is the real-time customer support feature. The main benefit is that it allows your customers to get an instant response to the questions they need answering. While the average answer time for an email is 17 hours and for social media 10 hours, the average answer time for live chat is 2 minutes.
Since customers get such quick answers from live chat, it greatly increases their satisfaction. Quick responses mean happy customers. The logic behind that is pretty simple too. Customers hate waiting. It’s why 73% of customers were satisfied with their live chat experience, compared to just 61% of email users and 44% of phone users.
In order to keep your customers happy and meet that 2-minute response time, it’s important to have a dedicated staff for your live chat. At Digital LeadSouce, we will manage your live chat for you, leaving more time for you to focus on your business. Contact us today to learn more and to start your 30-day free trial.
