Customer experience has become absolutely crucial for any business to thrive and grow. Building relationships, retaining customers, and encouraging brand advocacy are just a few ways a positive customer experience can help.
Nowadays we have quick access to vast pools of information at our fingertips. Therefore, consumers are well versed in educating themselves and are able to make their own purchasing decisions. This is where we begin to see a customer-centric approach take over. This approach means that the focus now shines on how businesses can provide customers with exactly what they want, how they want it. We have all heard the saying “the customer knows best!” and that is more true now than ever before.
That is why it has become so important that businesses are providing customers with an experience that makes them want to come back for more and share that experience with others. Live chat can help with just that bringing with it a long list of benefits that all point to enhancing customer experience.
Boost Customer Satisfaction
Live chat is a great way to increase your customer satisfaction for a few reasons. Firstly, as consumers these days seek instant gratification, quick response times are absolutely crucial. With chat, you are able to communicate with a company instantly with no lengthy waiting times as you may experience via the phone or email. It helps deliver solutions in real-time.
Secondly, as chat is by nature conversational this is a great way to help nurture those relationships with your customers. Strong relationships will increase your customer loyalty and satisfaction levels. As a result, they are more likely to keep purchasing from you and recommending your brand to friends and family. This is supported by statistics that show that 73% of consumers say a good experience is key in influencing their brand loyalties.
Customer Service as a Personalised and Human Experience
Live chat is a great way to add that personal touch to your business. Being greeted by a name and a friendly face as it appears on the widget can make conversations feel more inviting. A one on one chat with fast response times and personalized answers. When a customer can be guided through a journey from start to finish they will remember your brand as one who helps, cares, and listens.
Live Chat as a Proactive Service
There are two types of chat: Reactive and proactive. Reactive chat refers to the moment a customer engages with the chat first. Proactive chat is when a live chat agent begins the conversation first due to a certain trigger.
What is important to note is that live chat uniquely offers that proactive chat service. This has the potential to be beneficial for any business. Not only can it help customers from abandoning a purchase, but the chat becomes more personalized when you are interacting with a customer who was for example just about to check out. Offering them advice or guidance can result in a win-win for both parties. More sales and happy customers!
Boosts Productivity With Chat
Phone support is still very much available and used today. However, the idea of waiting in a queue is not something people love the sound of. A support center can be overwhelmed with a huge amount of calls which can lead to angry and unsatisfied customers. Live chat does not have this problem and in actual fact can help relieve and destress your support team. Through the use of chat, agents have the ability to converse with up to six customers at one time and in multiple languages. This all works towards ensuring your customers are getting those fast responses and helpful support. All the while increasing your customer experience.
Chat Automation for Customer Experience
There is no doubt a perfect balance between technology and humans can be realized through the use of live chat. However, if we focus on chat automation alone for one moment we are able to see the huge potential it has for customer experience. By handling FAQs and available 24.7 not only are customers getting that quick response, when they want but also human agents can be freed up for those in need of further assistance. This will overall lead to higher levels of customer satisfaction.
Customer experience can make or break a business. Implementing a successful strategy to work towards making every interaction with your business a pleasant experience is something that can no longer be ignored. Implementing live chat is a great way to help you on your way to do just that.
Start your journey today and help build your customer experience!
