Statistics on live chat
When it was first launched in 2002, many companies did not immediately see the potentials of live chat for conversion increase on their websites. Over the years however, live chat has fought its way into the sales life of many companies. It has proven to be a useful tool in the creation of a satisfied customer. A satisfied customer means more sales and better PR for the company. Here are some useful information and statistics about live chat that can help you consider the inclusion of live chat to your website and also meet up to its demands.
G2 Crowd, a business software review site, in August, 2015 described live chat as a high performer in the industry. It earned the highest overall satisfaction score among all listed companies. Of all the sources of support that companies currently offer customers, the preferred option is live chat. Social media pales beside live chat. According to kayako.com, 3% support is provided via social media, 23% via email, and 32% via telephone while live chat provides 41% of the total support provided.
For most customers, their live chat experiences end in frustration. This is due in part to the fact that the agents are usually in a rush to close deals. However, customers prefer satisfaction to speed. There are many benefits that can accrue to businesses that are devoted to satisfying their customers. These customers engage in positive word of mouth about the live chat of the business and are likely to return for a second purchase.
Effective live chat experiences have been proven to help customers spend more than GBP 500 per month via online transactions. Because every customer is different, businesses are having issues meeting their diverse needs. But that is why you are in business in the first place. The cost of not meeting these needs is far greater than the struggle to meet them.
The way forward is to get adequate training on how to make the most of live chat. Sometimes, outsourcing live chat to professionals can help surmount this challenge. Identify what the real problem is with your live chat if you are currently operating one but it seems to be doing more harm than good. Then, seek professional help to solve the problem. The results far outweigh the effort put in.