6 Reasons why direct chat is important for customer support

Here are six reasons chat immediately win in battle for your customers' heart and mind, showing why you need to add it to your customer service channel now:

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1. Chat directly convenient for customers

Chat directly comfortable for various reasons:

• Chat directly connects customers instantly with agents. No need to call a number and press the button after the button before you can even talk to the agent.

• Direct chat allows customers for multi-tasks. This might be the biggest benefit. More than 51 percent of customers like chat directly on this reason. So, even if the customer waits short, they can continue doing something else.

• Waiting time can be ignored. No more stuck at the end at the end - customer request is immediately handled.

• Conversations can be saved for the future. It's easier to guide users through problems when their previous interaction can be referred to the context.

• Customer query is completed quickly. Emails often need long back and forth, chat can directly solve problems in one session.

• Customers can request questions related to their purchases in place. This is a big advantage considering 44 percent of consumers think the ability to talk to agents when buying online is one of the best features that the website can offer. Customers really appreciate your help in terms of making decisions.

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2. Chat directly has a higher ROI

Business always strives to find cost-effective customer service solutions. Direct chat of course one of them.

Phones and e-mail are mainstay of customer support and have been for years. However, it takes time and resources to follow this setting and they come with some frustration, such as waiting and back and forth.

Direct chat tools, on the other hand, are relatively cheap to implement, and moreover, chat directly provides a number of additional benefits to make a superior communication channel.

Offer real-time customer service and the opportunity to overcome some questions while saving time, energy, and finally money for your company.

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3. Chat directly provides a competitive advantage

How often do you see chat options directly available on the website?

It is true that there are many companies that have implemented direct chat in recent years, but not so much (or with success) that have become common. Direct chat is still quite new.

Here is the location of the big opportunity. Why not step into a violation and get excellence over your competitors by offering chat directly on your website?

Many of the direct chat benefits that are brought mean that, in the end, businesses will not be able to miss it. The brand without direct chat will be something from the past. Until then, you can advance from the package. Put your offer in place before your competitors. Make direct chat and customer service core for your brand identity. After you master the direct chat and offer your customer support, then you have a tool to create leads and turn it into loyal customers.

4. Chat immediately saves time

One of the best ways to grow a successful business is to maximize productivity in the same amount of time. Chat can immediately help.

The first thing to do is analyze the response time and time spent to resolve the problem. Then, you will see that direct chat can help you reduce this time significantly. To be included in perspective, how fast direct chat, Zopim analyzes more than 85K chat and finds that, on average, an agent answers the customer's request in less than 23 seconds.

 

And it's not just about your time saving yourself, but your time saves for your customers too.

Compare the resolution of direct chat time with an email reply time on average 100 US retailers below.

 

And with the response of the first call of the US company.

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Shocking?

There is only plenty of time to be saved.

Crunch numbers and you quickly realize that chat directly has a faster response time than almost every other customer support channel, and with a big margin too. This means you can close more than 60 one-hour customer tickets with only one direct chat agent. Instead, not a single customer query has been answered in one hour on Twitter, Facebook, email, or telephone.

The conversion of time you saves and you can see why Live Chat is the best approach to customer service.

There are several chat tools directly out there, but if you manage the team, acquiring chat software is an effective solution, providing excellent customer support.

5. Chat directly increases sales

Speaking of my personal experience, chat immediately increases online sales.

As high as 83 percent of consumers need several types of support when they make online transactions. That is why people prefer to buy from websites with direct chat. They can get questions quickly. Direct chat support during checkout increases the conversion rate.

For example, Post Affiliate Pro reported a 23 percent increase in the conversion rate when they apply chat directly on their website.

This is the best practice to have at least one agent available at any time because, as reported by Forrester, 45 percent of US consumers will leave a website in the midst of online transactions if no one answers their questions and problems.

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Other reports say that 77 percent of consumers say they need to talk to real people before making online purchases.

Without direct chat, you lose sales. And can you really be able to do that?

Seeing statistics, it is clear how important chat directly to provide the best customer experience and increase sales for your business.

6. Chat directly build long-term relationships

For your business sustainability, building a long-term relationship with customers is an absolute need, because it increases satisfaction and increasing customer experience.

Satisfied customers tend to turn to competition. Statistics show that 89 percent of consumers have stopped doing business with brands after a poor customer support experience. Not only that, but 86 percent of customers will pay 25 percent more for better customer experience.

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When customers feel you are there to listen, the bonds are more easily formed, and the loyalty comes from it.

In fact, 73 percent of consumers think that friendly customer support makes them fall in love with the company, while 52 percent have carried out a lot of purchases from the company after a positive initial customer service experience.

Everything goes down to create a great experience in advance. Provide superior customer support with chat directly on their first visit, and you are far more likely to get a lifelong customer. This loyal customer is worth up to 10x the first purchase value.

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