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What could be the best way to deal with unhappy customers?
As one of the common customer frustrations is unable to get real time support.
Having someone to guide when customers are online is a great help that makes them feel happy. The easiest way to kick away the frustration and make them happy is by live chat.
90% of customers rate “immediate response” as very important when they have any kind of sales or support queries.
But most importantly, you should know what is live chat and how it benefits your business.
As we know, customers are the foundation of success for any business, and if customers are not treated right, the business can lose its reason for existence. If you are not able to meet your customer expectations it will impact your brand reputation and customer loyalty.
Let us discuss what is a live chat for website or app and how online chat helps your business to increase conversions and customer satisfaction rates.
Live chat can be defined as the medium that empowers businesses to engage with website visitors & customers for online sales and support via messaging. The chat tool can be used to initiate conversations with first-time visitors, returning customers, and existing users.
The online chat tool is an advanced communication channel & contextual way to drive more sales and retain customers. It allows delivering personalized customer experience by understanding customer pain points and enhancing brand interactions that give a competitive edge.
Businesses can leverage live chat advantages for different verticals like marketing, sales, and customer support. It benefits comprehensively across the customer journey as a whole.
It can be classified into two parts – a simple understanding of how to install a chat tool on your website and the second is a contextual understanding of how live chat software works in making your business productive.
Once you choose the best live chat tool, you need to follow the instructions on installing the tool and where to place the widget on the product’s website. It works across any website or mobile by integrating a short snippet code into the preferred pages. Once the chatbox is installed, your customers can view the live chat widget on your website, whereas the agents have access to the dashboard.
You can follow a few steps to install live chat and start chatting with your customers.
Live chat for app or website is the most preferred communication channels by the customers due to the convenience of real time support it offers. Providing a platform to communicate with customers in real-time and generating satisfaction levels of 73%, compared to just 61% for email and 44% for phone.
Online chat encourages contextual engagement that boosts customer satisfaction and reduces customer churn. With faster support, it delivers a great customer experience. It helps in engaging inactive or indecisive website visitors proactively based on their behavioral insights.
The key reasons customers prefer to live chat online over other channels are as follows:
Real time engagement is key to boost customer satisfaction. Secure live chat can address this if implemented properly. When you the key use cases of live chat software can help you maximize the overall effectiveness of the tool to boost your business growth. 75% of survey respondents stated they would prefer to live chat.
We can see the reasons why live chat online is one of the most preferred channels.
Understanding what is live chat and its importance can impact overall business growth. Live chat comes with a wide array of features for your business website. Here are some of the key features:
Co-browsing solution allows real time collaboration with customers. You can interact and control your customer’s browser and visually guide through complex transactions, processes, forms, demos. You can combine co-browsing with live chat and video chat to improve first contact resolution and deliver a truly engaging experience to customers wherever they are. It helps businesses to enhance your team efficiency and reduce customer service costs.
Video chat is the best option to provide personalized engagement to your customers in real time. Hence, you can enrich the customer conversations directly on your website and apps in a single click. With video chat, you can deliver a faster solution in the first contact itself by reducing the number of touch points attempted by the customers. You can improve customer satisfaction and build long-lasting relationships with customers
Chatbots perfectly complement your live chat to deliver a complete conversational experience to your customers. The combination works perfectly to deliver higher customer satisfaction. Bots can help businesses in two main areas
Customizing your live chat widget has a great impact on your website visitors and customers. You can customize your widget with:
Understanding the customer journey helps to gain deep insights that have a great impact on your overall business. Below mentioned are a couple of analytics that can help your business are:
Ratings help you to improve your live chat customer service by gathering real time feedback that helps to know if the customers are satisfied with the live chat experience. The customer is asked to rate your support team once the conversation ends. You can also collect specific feedback with short surveys post conversation. You can measure the average satisfaction score based on the feedback and check how your agent’s performance can be improved.
The advanced chat routing feature helps businesses to identify the new chat conversations and direct them to the right department or team. When chats are handled by the right team, the resolution is faster with better satisfaction rates. Chats can be routed based on the team based on three attributes such as time-based, URL-based, and broadcast to all.
Triggers are the best way to deliver personalized engagement experiences to your website visitors. You can send triggers based on the following attributes to engage them.
Integration is one of the important aspects of every business as they have to work on multiple tools. Live chat allows easy integration with third-party applications such as CRM or E-commerce tools for seamless data flow. By connecting with your existing CRM software your sales team can manage leads, nurture them, and raise sales conversions.
Having great customer service should be the focal point for every business. 80% of consumers say they’re willing to spend more money to have a better customer service experience.
Here are the different ways of how live chat can level up customer service.
Having real time conversations with visitors really does pay off. It acts simply great for capturing and converting visitors.
One of the main reasons to adopt live chat by REVE Chat’s customers is the opportunity to increase sales and conversions. 61% of companies selected lead generation as the main objective for offering live chat support.
Businesses can drastically improve their sales cycle by automating the workflow and connecting leads directly into CRM with an online chat feature.
For every business, customer engagement is a critical part of the customer journey. By providing real time assistance with live chat support, when they need it the most is the best way to boost customer satisfaction.
Hence, live chat plays an important role in providing support at the right time and the right way to make quick decisions. Hence, it is one of the most important channels for online businesses and holds paramount importance, thus it should not be ignored!
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