We’ve collected 5 main advantages that a business can get from live chat and present them to you in the following infographic. Every word in it is backed by data and common sense.
1. The highest customer satisfaction rate
For instance, only 61% of email support users and 45% of social media support users were satisfied with the customer service they received via corresponding channels.
Call centers scored the lowest satisfaction rate of 44%.
2. Higher conversions
It’s generally agreed that live chat can increase conversions. But different sources give different numbers on exactly how much those conversions can increase.
Moreover, 40% of customers claimed that they’re more likely to buy from the same website repeatedly if they had a live chat conversation there. To be more precise, 12% are ready to buy once or twice per week and 28% buy more than 1-2 times per week.
3. The shortest first response time
Compare this to 10 hours for social media and 17 hours for email.
4. Cheaper and way easier to scale
Maintaining and scaling live chat support is much cheaper than any other channel. The cost per contact for live chat support is only $5, while call centers’ contacts cost $12 each.
5. Increased retention
And 62% of customers are more likely to buy from it.
Not for nothing, live chat is just a great way for communicating with your customers. They don’t want to wait on hold no more (if they ever even did), they want to get their issues resolved fast and efficiently. The new era of customer communications is upon us.
As a matter of fact, getting a live chat for your website or app is easier than ever. You just need to choose a live chat tool, copy and paste a few lines of code and you’ll see a live chat button on your website right away.