Customer satisfaction is of the utmost importance, whether you are running a business, creating an app, or developing some software. When it comes to having happy customers on your web app, there are a number of things that you can do. Of course, providing a quality product or service is incredibly important, as is having a great and intuitive design.
However, one thing that often flies under the radar in terms of its importance is having a live chat on your app or website. Statistics have shown that a live chat has the highest satisfaction levels of any of the customer service channels that are normally used. The primary reasons for this is that they feel more comfortable and safe talking to a live person, the interaction is quick and doesn’t leave them on hold for several minutes or hours, and they will often get a quick and easy resolution to their issue, no matter what it is.
However, despite how many customers are satisfied when using a live chat for their customer service needs, there are still very few web apps or companies that offer the functionality, and many consumers that never use it. This needs to change in the coming years as it has been proven that live chat is a superior way (at least in most people’s eyes) to communicate with your customers to leave them satisfied.
Live chat has many great features which make it something you should definitely look at implementing. First of all, it can help you tap into customer pain points, which can assist you in filling those pain points going forward. Also, having this feature allows you to send targeted messages or promotions to customers. Live chat can also cut down your expenses and lead to greater sales, which is always a good thing for business.
In addition to the many features of live chat, they also provide a lot of value to the user. In addition to the reasons mentioned a few paragraphs ago, live chat provides a great way for customers to multitask while getting help, as they aren’t tied to the phone or in line at the store. Many live chats also come with a rating system, which can help customers feel as if they truly have a voice and that their concerns or praises will be noted.
So what sort of web apps should look at implementing live chat functionality? Well, the answer is that most web-apps should look at implementing it if possible. However, ones that sell a product or service should implement a live chat instantly to answer the various questions or concerns about your service or product.
As for what type of live chat software you decide to implement , there are many at your disposal. You will want to do some research and figure out which solution is best for you, and the internet is a great place to start. There are several handy guides (like https://www.accuwebhosting.com/blog/top-10-best-live-chat-software/) that can be a big help in narrowing down your decision.
Once you have chosen the type of software you want to use, it is time to familiarize yourself with it and get it up and running on your app or website. Of course, before implementing any type of live chat solution (or other tool), you will want to be sure to test the software to ensure it is working correctly.
In conclusion, having a live chat feature is incredibly important on nearly every sort of web app. It gives your customers much more satisfaction, and also makes it seem like you really care, unlike an automatic message system.
Wendy Dessler is a super-connector with OutreachMama who helps businesses find their audience online through outreach, partnerships, and networking. She frequently writes about the latest advancements in digital marketing and focuses her efforts on developing customized blogger outreach plans depending on the industry and competition.