The Statistics Don’t Lie. Why You Need Live Chat
7 reasons why you need Live Chat on your website
1. Give your customers what they want
Live chat isn’t just a nice alternative to more traditional customer support options. It’s actually preferred. In fact, 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t.
2. Customer satisfaction
One of the great things about live chat is just how much customers seem to love it with a 73% customer satisfaction rating coming from live chat. Live chat also dominates all other forms of customer service with email and phone having just 61% and 44% satisfaction ratings, respectively
3. No time to lose
Customers want their questions answered quick, with 79% of customers saying that they prefer live chat because of the immediacy it provides. In fact, statistics show that most problems get resolved in just 42 seconds!
Live chat isn’t just good for customer satisfaction, it’s also good for saving time. Live chat reduces the number of live calls, which is better for business since agents can support multiple chats but not multiple calls. Some businesses reported up to a 70% deflection rate from calls to live chat.
42% of customers say that not having to wait on hold is a key reason why they prefer live chat. They can go about their business without any of the hassle. With live chat you can also assist your customers 24/7 so they get their questions answered when they need it, not when someone is in the office.
6. Listen to your customers
Your customers have a voice and their voice is saying they want live chat. 44% of customers said that having a live chat specialist available during an online purchase was one of the most important features a business can offer.
7. Money Maker
Overall, live chat keeps your customers happy and returning and that means more sales! Studies show that 77% of customers won’t make a purchase if there’s no live chat support.
Live Chat has become an immediate need for anybody who wants to stay in business. Talk to one of our specialists to get you started or get more info about Live Chat.
eDigital Customer Service Benchmark Report 2013
Making Proactive Chat Work, Diane Clarkson, 2010
North American Technographics Customer Experience Survey 2009