Customer experience is the topmost priority of any business because it helps businesses to generate revenue and credibility in the market. As per the PWC report, “86% of customers would like to pay more for a product or service for a better experience”.
It doesn’t matter whether you are in B2B or B2C, a mid-sized company or enterprise, you will only achieve 100% customers’ satisfaction if you offer a seamless experience to them. There are so many tools and marketing strategies out there in the market to deliver superior customer experience. Among them, a live chat solution is by far the best way to boost the experience.
With the help of Live chat software integrated, businesses can transform their every interaction into a memorable experience and build a strong relationship with the potential prospect. One of the significant benefits of incorporating live chat in the market plan is that it enables you to deliver answers instantly, because of which more than 41% of customers expect live chat. Thus, integrating it improves the customer experience at a phenomenal rate.
When website visitors come seeking answers to pre-sales or technical concerns, etc., they have two choices- customer support number, live chat or jump to another site. There are two ways to engage the audience; the first one is implementing click-to-call following with click-to-chat feature, but a phone call support can be more expensive than live chat support for online businesses; However, lots of customers don’t make a call; they opt for live chat support, according to Forrester report. In research on the total economic impact of click to call and click to chat, the researchers spoke to customers who measured higher conversion rates for Click to Chat compared with Click to Call.
In conclusion from the study for most of the customers or visitors, if your site is integrated with live chat, you will see a gradual improvement in engagement rate while a reduction in high bounce rate in the stats.
For example – Fastcomet.com, being a prominent hosting service provider, uses live chat solution over the phone support to deal with pre-sales questions as this kind of approach empowers an agent to answer multiple queries at one time while reducing operational cost. Generally, customers seeking hosting services could have questions related to VPS, Email hosting, Shared hosting, etc., answering in real-time can convert visitors to customers instantly.
You can’t be there for the customers round the clock. Here the importance of live chat takes place. It supercharges agents to resolve customer’s queries and concerns, offer a personalized experience, and help them promptly. Within five days of implementation, you will see a remarkable improvement in customer experience.
Here is how to get better customer experience with live chat in five days?
1. With Live chat solution, offer real-time answers that boost the satisfaction rate.
Live chat is integrated on the website to reply to customers instantly. There is no doubt; potential customers are in the decision-making stage and want immediate answers. A sole purpose of using live chat is to answer their queries quickly since delayed response can damage your brand image and creates opportunities for competitors. That’s why live chat is the best way to stay in touch with the customers when they need your help.
Real-time answering is a significant way to achieve higher customers’ experience. When customers reach out to make sure you have a real agent who can resolve their queries in no less time. If you want to strengthen their trust in your brand, offer real-time support service to them. For example, when a customer faces any query, the next thing he will do is get in touch with the support service. If you respond to him immediately, it assures them there is someone in the company who is round the clock available of him. And that’s how you will build trust.
I understand your frustration.
I am readily available to help you and give the answer you need. If you can share your growing concerns with us, it provides the following information will be helpful for us to resolve your issue quickly.
This short and simple real-time answer doesn’t only reduce the frustration of the customer but also improves loyalty.
2. Offer offline form when live chat agents are away.
This feature allows agents to stay in touch with the customers when they are away from the system. When a customer submits his query, the agent gets the notification, in no fewer time logins via in-app messaging, resolving the query instantly—a significant purpose of integrating the live chat in the applications to offer instant support to the customers. Fast customer service can also make an annoyed customer happy.
3. Follow up with customer feedback to learn their level of satisfaction.
Your customers’ opinions and feedback are crucial to know where your live chat experience currently stands. It also provides a clear idea of how to improve the existing customers’ satisfaction strategies. But here is the thing; not all customers are willing to share their feedback. To get their opinions, you need a simple one-step based feedback form. Once the conversion ends, send this form that is radically easy to write and share.
4. Leverage customer feedback statistics to precisely learn the exact cause of poor customer experience.
Your most unhappy customers are a great source of learning. By analyzing the stats, you will know the things that cause bad customer experiences. When you read the feedback and track the statistics, you can customize the existing business strategy that will help you in delivering better customer experience.
5. Learn common concerns or questions your visitors have been asking using Chat History analysis
Live chat is the best application of AI that offers genuine concerns of the customers to the businesses so that they can analyze and work on their efforts. When you analyze the chat history, you will get the idea of why customers are not satisfied with your business.
6. Group Chats
As the name depicts, the group chat is meant to be chatting between the selected people in a group. Members can be team, clients, and visitors. This facility can be helpful in many ways, the capability to share files that everyone can access, feedback form, handle more than one visitor at a time and a few more. When we enter the group chat, we can see how many people have already been in the room, and we can join them to exchange information. The effective use of group chats lets you handle numbers of users who have the same queries at one time.
7. Simultaneous live chat could lead to more conversions
According to the New Times Best Selling Author Neil Patel, live chat boosts your conversion rate by 45%. It is one of the easiest and most effective ways to convert your existing traffic. Many companies struggle when it comes to handling numbers of customers’ queries at the same time. Nobody likes waiting. On the phone, you can talk with the two customers at the same time. But with live chat, you can and so do talk to several people simultaneously. This facility doesn’t only improve customer experience but also increases the conversion rate.
Customers’ expectations are growing. From overnight shipping of the products to instant live chat support, they need everything promptly. Delays are not acceptable. Live chat software like Zronic.com allows an online business to provide instant support services to their customers on-site. It comes with crucial features like proactive popups, group chat, handle multiple chats, real-time visitor monitoring, and a few more. It just takes three steps to integrate on your site.