In this digital era, customers look for brands that offer convenient ways to communicate and share their queries or issues with agents. In addition, they appreciate brands that allow them to choose their preferred communication channel for seamless interactions. This is the reason why businesses prioritize live chat support outsourcing along with other customer communication options.
Live chat customer support is one of the most effective, fast, and widely used communication channels. It empowers agents to offer prompt and precise responses to customer queries, thereby strengthening customer-business relationships.
According to experts, 62% of customers return to a brand that offers live chat support benefits, while 38% of customers make purchases while interacting with agents over live chat. Likewise, multiple reasons encourage businesses to embrace the live chat support system. Let’s uncover them in the following section.
4 Compelling benefits of Live Chat Customer Support
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Meet preferences of new-age customers:
New-age customers have many expectations from brands. One such expectation is getting real-time responses for any simple to complex issues. With live chat customer support, businesses ensure that every customer can experience prompt and precise answers to their queries. Regardless of the time at which the customer decides to share their problems or ask a question over live chat, they experience seamless interaction with agents.
According to a recent survey, the customer service response time for live chat communications is around 2 minutes. On the other hand, the response times for social media and email communications are usually around 10 hours and 17 hours, respectively. Therefore, faster response time is the fundamental key that stimulates customers to choose live chat over other communication channels. Moreover, it’s the easiest way to interact with customers and assist them with decision-making.
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Reduces customer abandonment rate:
Businesses prefer live chat support outsourcing over other customer support options to experience a reduced customer abandonment rate. As mentioned, live chat support delivers responses within a short period of time. Additionally, it enables customers to get their queries resolved on the shopping platform itself. Instead of leaving the web page and communicating with agents to raise a query, customers can connect with live chat support assistants and simultaneously continue their shopping.
Getting the flexibility to have their queries resolved on time indeed helps customers have a smooth shopping experience. Additionally, many contact centers start proactive sessions with prospective buyers or visitors to generate interest and cultivate potential leads. All these practices reduce customer abandonment rates and simultaneously trigger more positive experiences.
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Deliver better customer experiences:
Every company wants to deliver positive customer experiences in order to attain a loyal customer base and high turnover. As a result, they shift their focus to live chat support along with relying on outsourcing phone answering This is because live chat support primarily targets building instant connectivity and delivering timely solutions.
Live chat helps businesses address customer concerns before it becomes a reason for frustration for customers. Unlike social media, email, or phone support, this particular communication channel ensures proactive support to customers, thereby generating frictionless experiences. Many modern contact centers even use advanced live chat software to streamline the overall process.
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Build high customer engagement:
Live chat support increases the efficiency of a customer support team. Its real-time analytics and reporting feature enables contact centers to analyze agents’ performance based on chat histories and wait-time reports. These analytical reports are further used to measure the KPIs, evaluate the effectiveness of live chat, and optimize the live chat customer support process.
A few important live chat metrics that help build a productive team and attract more new customers are –
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Customer response times:
Keeping track of response time helps contact centers understand agents’ efficiency in replying to customers whenever they connect with brands. A contact center promises to deliver quick responses to customer queries. Therefore, monitoring this metric help businesses satisfy their customers and improve their experiences.
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First contact resolutions:
This enables contact centers to determine their efficiency in resolving customer problems by the end of the first contact itself.
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Total resolved conversations:
This refers to the total number of completely resolved conversations over the live chat. This metric again helps contact centers to measure their effectiveness of using live chat.
Live chat support outsourcing for better customer satisfaction
The live chat support option adds a new dimension to customer support and communication. Its ability to deliver fast, accurate, and precise responses not just satisfies customers but even increases team efficiency in offering real-time assistance. Undoubtedly, this communication channel helps drive conversions and boost sales, thereby contributing massively to high business turnovers.
Therefore, if you are looking forward to enhancing your customer base, live chat customer support outsourcing will be more effective than outsourcing phone answering services only.
