More than ever, businesses are now flourishing online. Every type of business, small or big, are available online and it has become really necessary for them to keep in touch with their customers through online channel. In the era of huge competition, if a company has to make its mark, it has become essential for it to fully support the online customer experience and provide them with the quality online support. Although there are many tools of communication available, like- phone, email, self-service, and video, but a new mean is being increasingly used for online customer support. The new communication tool is known as website chat. Website chat is basically a system that allows the visitors of the website to communicate with the company employees in the real time using easily accessible web interfaces. This tool allows to set up the live chat with anyone who visits your website.
It has been observed that this online customer support system has lead to happier customers, increased conversions, and a reduction in service costs. There are the softwares available in the market which help to avail a live chat widget on the website. These softwares are really easy to install and get started with chatting. Even there are the services available in the market which specialize in providing the options for live chat on website. There are even the softwares which help in giving services of free live chat for websites. Well, if there is a need to understand its uses, there are the 3 key benefits associated with it. These are:
- Businesses love live chat– A survey estimates that customers have taken more interest in shopping from the websites that offer online customer support system. Thus businesses are more likely to derive profits if they have live chat thing installed on their websites. Another reason for this is say if a customer has made purchases and get stuck somewhere in the last, he/ she will not make a phone call or shoot email, but the likelihood of using online chat in this case increases. Finally driving a sale.
- Customers too love live chat– Online chat is known to yield the highest satisfaction rates among the customers. The live chat representative quickly answers to all the queries of the users which make the process of online shopping really simple for customers, hence they love to do it.
- Reduction in service costs– The initial set-up and implementation of online chat is quick and easy. There is a huge reduction in service costs seen by the companies that install live chat option on their website. The cost per interaction of live chat is generally less than any other alternative methods. It also reduces the agent’s time spent on each interaction since the responses are quicker than any other means. Overall, it saves money on implementation, ongoing platform, service costs, and employee task time.
Hence live chat, with its own benefits, has emerged as the great option for anyone and everyone who visits the websites. It is a good fit for most of the companies running online.