7 Direct Chat Statistics that you can't miss

7 Direct Chat Statistics that you can't miss

Not long ago, the word "customer support" makes us think of customer service representatives with their headphones, answer customer support calls or reply to long e-mail. However, with social media and the internet at the fingertips of the customer, the support channel is more diverse today!

 

Smart customers on the internet are now more comfortable by marking the brand's social media handle or having an artificial intelligence chatbot-powered show them in the right direction.

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Of the many new and old support channels, Live Chat has appeared as a favorite of fans. This support tract presents a unique mixture of old school human touch (with access to support support) and modern needs for speed (with real time chat). It also eliminates customers who need to wait for a day for email replies.

 

In this article, we will see seven interesting statistics and discuss some of the benefits that will build interesting business cases to convince you to apply chat directly in your business.

 

Is that direct chat?

Live Chat is a function that helps you communicate with website visitors or your application users in real time. Most live chat goes through the window in the browser or internet application. Some common use cases include providing real-time support, promoting lead generations for sales and marketing teams, guiding customers through their purchasing trips in e-commerce stores, etc.

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With clear ones, here are seven direct chat statistics that you might not miss.

 

More than 85% of businesses will offer chat support directly in 2022

Even though Live Chat has existed for decades and steadily swelling in market size, this industry still witnesses a wave of growth. That's because businesses are still in the process of digitizing their operations to improve efficiency and meet customer demand.

 

Customer expectations have evolved in technology evolution. Customers who understand the Internet are familiar with an instant messaging platform that allows them to contact their friends and family in an instant.

 

And they expect a communication channel similar to the business they are transactions. Research shows that 79% of customers choose chat directly because they give them access to instant support.

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Another reason for the increasing demand for direct conversation is sustainable development in other industries. Industries such as eCommerce, travel, and loans trigger the need for direct conversation through their internet-oriented business operations. To function more effectively, this business turns to direct chat to provide real-time online customer support.

 

Overall, more than 85% of businesses will offer direct chat support in several forms by 2022 (complete report only for Gartner clients).

 

Direct chat has the highest level of customer satisfaction at 73%

Research shows that chat directly provides higher customer satisfaction than email (61%) and telephone support (44%).

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The main reason for this is that direct chat helps complete questions faster and fulfill customer desires for closeness. The first response time (time taken for customer support representatives to respond to customer requests) is much lower with direct chat (2 minutes) than for social media (10 hours) or email support (12 hours).

Another reason for higher levels of customer satisfaction with direct chat is the omnichannel nature of direct chat service. This means that customers get the same support experience on various channels and digital devices. This gives customers customers not only proximity support but also the convenience of channels or communication devices of their choice.

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Customers who use chat directly spend 60% more per purchase

Chat immediately has a positive impact on the purchase value. Customers who use chat directly from those who are not as much as 60% per purchase. This is because real-time support helps business quickly overcome the worries faced by customers on their way of purchasing. In fact, after a good chat session, 38% of customers continue and actually make a purchase.

 

The impact of direct chat is very striking for the e-commerce industry. Fifty-seven percent of e-commerce customers say they will leave the purchase if their questions are not answered quickly. To understand how significantly the impact of neglecting, consider the fact that more than 67% of e-commerce sales are lost for the neglect of the shopping basket. However, a better-designed checkout experience can increase the conversion rate of 35.26%.

 

Orange, online cellphone stores do this beautifully by buyers involved proactively who have left their carts. This sends a chat invitation to the buyer whose cart contains items from a certain value. After a shopper accepts an invitation, direct chat agent or chat operator immediately maintains sales for conversion. According to their estimation, this strategy has been converted between 10% to 25% leading.

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Direct chat fee of 15% to 33% lower than telephone support

Direct chat is more economical than telephone support while viscalation and management of direct chat is more affordable than telephone and email support. There are various reasons for this.

 

Costs per contact (business costs incurred to provide support for contacts) are lower for direct chat because it is easier for direct chat agents to handle several questions simultaneously. To enter this number, chat agents can directly handle up to six questions simultaneously.

 

On the other hand, do it almost impossible for telephone support agents. Therefore, the direct chat agent can help you save a big only by using multiple desktop screens, several browser windows, FAQ repositories, etc.

 

63% of customers are more likely to return to the website after direct chat

Customers are more likely to return to the website once they have chat sessions directly there and 62% of them can make online purchases again.

For businesses, this is translated into langgeng customer relationships and greater customer retention. And it is a lean bid considering that customer retention is significantly more profitable than obtaining new customers (which costs almost 5 to 10 times more). Customer retention has a very impact that increases customer retention with only 5% can increase profit of at least 25%!

 

Chat directly helps increase retention because it optimizes customer experience and reduces pain points. Online chat can also help you measure customer satisfaction accurately, collect customer feedback, and ensure personalization all the time.

 

Chat immediately increases the conversion rate of 3.84%

Successfully convert potential customers is very necessary for any business survival. And data shows that direct chat can help with this!

 

Direct chat can help you increase the conversion rate of 3.84%. This is because the chat options directly provide golden opportunities for the sales and marketing department to win easy leads without expensive main generation program costs. After the chat agent immediately formed the initial customer relationship, the sales department could take over to drive the lead-to-conversion phase.

 

Some businesses also integrate direct chat functionality with customer relationship management tools (CRM) to support better agents in building customer relationships and to maximize conversions.

 

Direct chat can also be used effectively at various stages of purchasing cycles to increase awareness, encourage the development of sales of the initial stages, and offer post-sales support.