What People Love About Live Chat?

We live in the age of interconnected society. Every single individual has to have profile on some social network, smartphone and constant internet connection to be always available. Interaction with our friends, favorite brands or even state is easier than ever before. Nevertheless, we have lost something along the way.

That little and hugely important thing is personal contact. There is no point in crying about how people cannot talk to each other in person anymore, how we are constantly looking at our smartphones and ignoring friends or how we prefer to tweet about beautiful weather instead of going out. Current state is nor good or bad. It is what it is and things are never going to be the same as 15 years ago. In support space, companies like ours, need to meet their customers half-way. Offering modern already truly personal solution for different queries is as simple as providing personalized live chat option. You may ask why? Let us break it down for you.

Agency Forrester research found the following in their recent study“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”

Immediate access to support line and having a conversation with real person on the other side is way more convenient than writing emails and waiting for replies. What about phone support, you may ask? Remember those countless minutes spent waiting for support agent on phone next to your ear? There you have it…And actually, who uses phones to make calls nowadays? So 2000-late J.

Live chat is so successful because customers tend to love the service. Do not take our word for that. Let’s look at the data. 2013 U.S. Wireless Customer Care Full-Service Performance Study showed the following:

“Within the online channel, the chat feature has become the leading contact source, as 42% of full-service customers indicate using a live online chat feature vs. email (23%) or other social media forum (16%). Additionally, online satisfaction is highest among customers who use the chat feature.”

We all adapted to multitasking which became a mantra of our age. Live Chat popularity is just natural consequence of this phenomenon. We are used to having multiple tabs or programs open. With live chat, we can continue with what we are doing, whilst someone is answering all of our questions. According to Nielsen research, 80% of UK tablet users and 78% of UK mobile users like to “duel screen”, it’s clear that consumers want the ability to multi-task and live chat provides just that. 

Last but not least, having a live chat option is good for business (what a surprise!). An emarketer.com survey found that 63% of customers were more likely to return to a website that offers live chat. “62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

Well, what are you waiting for? Give customers what they want and implement live chat today. With LiveAgent helpdesk sotware, it’s as simple as copying and pasting piece of code. Give it a shot

Niki Vajdova

Marketing Intern

Student at Faculty of management - Comenius University in Bratislava.

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