Customers’ expectations are growing. Speed is the new king in the digital world. But online customer service is falling behind. Recent research shows that the average response time for customer service requests on social media is 10 hours. Email response time takes longer than 12 hours.
That’s where live chat software steps in. If you don’t respond to your customer’s questions fast, and if you don’t solve his problem immediately, you will probably lose him to another competitor.
Live chats and automated response messages can help you increase sales and conversions.
Let’s find out how:
Live chat software is cheaper and more efficient than a call centre support.
You build trust with your website visitors. Trust builds stronger customer relationships, and strong customer relationships drive more sales.
You gain a significant competitive advantage. While your competitors are sleeping, you are chatting with customers and increasing conversions.
You increase the average order value by suggesting other purchases. For example, if a customer wants to buy a laptop, you can recommend him one based on his needs and at the same time suggest him to buy a suitcase or a mouse etc.
Live chats keep your customers satisfied and happy. The customer website experience Live chat has the highest satisfaction levels from any customer service channel. Your customers also feel safe because they can contact you for support 24/7.
Overall, the live chat is beneficial if you have an e-shop. On the other hand, you could save time on Social Media by adding some frequently asked questions with automated answers.