If given a choice to your customer between email, social media conversations, and Live Chats, she / he will most likely end up choosing Live Chat. Why? Because Live Chat is fast, efficient, and convenient.
Nevertheless, the benefits of live chat software stretch far beyond just adding a good experience to your customer with a prompt reply and the convenience of getting in touch with the brand. Besides improving the support experience, live chat can boost agent productivity, help you get to know your customers better, and inform you about your product decisions.
Ideally, live chat software enables you to have real-time conversations with your customers while they are surfing through your website. Live chat is quick and convenient, and your customers will love it because it is 100 times faster than any other digital service channel.
Major companies are using live chat software to improve their customer service and response times. No wonder why 33% of consumers now expect to see live chat offered on every website.
As we stated, the benefits of live chat software are beyond what we think or imagine. Here, we have rounded up a few for your reference.
- Live Chat software indirectly increase sales and conversions
- Customer support can be expensive and installing a live chat software can reduce the costs
- Such tools help you build more trust with buyers.
- Brands can gain a competitive advantage with a purposeful live chat software
Undoubtedly, live chat is an incredible and cost-effective way to deliver a great customer experience across the entire customer journey. Besides offering customer support, live chat tools are used to convert leads, improve customer success, and boost sales.
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The following creative live chat examples can substantiate these claims:
- Copper is a CRM for Google Apps. At one point, they realized that their regular website traffic was decreasing. The brand team started sending targeted messages to their customers while they were live on the website. The results – they observed a 13% increase in website conversion rate from forms and 19 new sales opportunities from inbound leads.
- Another profound example is Unity, which is the world’s leading platform to capture interactive, 3D content. In the beginning, they were only capturing a small portion of their audience through emails. Later they realized they need a direct channel to communicate with their customers. They used Live Chat Software and conversion rates increased by 45%.
A few tools that can help brands build a robust live chat workflow:
1. Help Scout
A great tool to offer complete customer service.
For brands starting to invest in a Live Chat platform, Help Scout is a great solution. The app’s Beacon lets you enjoy live chat support, serve customers with knowledge base articles and provide customers a new way to email when live chat is not available.
2. Olark
Olark is the best live chat tool for advanced chat requirements.
It is a dedicated chat tool with several advanced features for teams planning to indulge in live chat completely. Besides the standard live chat features, Olark offers AI-based chatbots and automation to interact with customers in place of a live person.
3. Pure Chat
Great tool for remote/mobile teams.
Pure Chat is one more dedicated live chat platform for advanced customer service teams. It does not offer the same level of advanced features as Olark, but it possesses an impressive share of features coupled with a simple set-up process to get teams to get going quickly. A big focus of this platform is its mobile functionality.
4. LiveChat
A perfect live chat platform for targeted messaging.
LiveChat helps customer support teams to send both reactive and proactive support through chat. The tool not only offers the ability to chat in real-time but also allows you to send targeted messages to your audience automatically. This way marketers can engage proactively with the website visitors.
5. Chaport
It is the best tool for teams looking for a chatbot.
Many teams want a chatbot to cut down their customer support response time. If you are one of those teams, Chaport is the best tool for you. The tool offers more or less the same features as the tools listed above but the chatbot functionality in Chaport is available at lower costs.
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Final Word
As we move towards a digital-first future for online businesses, brands cannot ignore the importance of a live chat platform to retain their customers. With live chat capabilities, brands can increase their chances of customer acquisition and conversions.
