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What Do Customers Want? Live Chat!

To meet the new challenging criteria of the modern world, live chat is the most powerful tool to communicate.


The current mindset of customers has changed. To meet the demands and shift in behaviors, live chat has allowed businesses to surpass expectations. It has greatly enhanced the experience of traditional communication between customers and businesses.

What Customers Want Today

Customers want quick access to answers to their queries while purchasing online. Additionally, they need assurance about the quality of the product or services they wish to purchase. A recent study shows that up to 51% of customers like to purchase on a website that allows them to use live chat.

This raises the question as to why some companies still show reluctance to implement this communication channel on their websites when it has so many benefits to offer? Let’s shed some light on this issue in this blog.

What Customers Don’t Want

Why is live chat so popular amongst customers? This is because live chat is easily accessible. Communication through messaging has become  the most common way to interact with each other. That’s why the research has revealed that 79% of customers get frustrated when they can’t contact dealers through some communication channels. People don’t want to wait for answers to their questions. Additionaly, they don’t want to have to email or call anymore for that very reason. Businesses no longer have the luxury of taking their time when it comes to customer care.  Instant replies to customer queries are crucial.

If it’s So Beneficial, Why Not Use Chat?

Live chat is welcomed and appreciated by customers mostly. Yet a report has shown that only 25% of companies have taken the opportunity to use this channel on their websites. So why are companies not adopting this medium of communication? There are some reasons behind this avoidance.

  • Lack of time and resources to implement
  • Companies are unable to resolve internal challenges.
  • Companies do not evaluate the effectiveness of this channel.

Research shows that using live chat as a medium of interacting with customers brings the rate of customer satisfaction to 92%.

So according to the above-mentioned facts, businesses should consider adding live chat options to their websites. Consumers want the accessibility of instant messaging. In this way, they can get quick access to information which results in ultimate sales. Additonally an increase in customer satisfaction which not only helps grow the company but also increases the website traffic.

So, for the growth of your company, live chat is not an option to be ignored anymore. In this fast-paced world companies also have to learn new techniques to rise to the challenges of this modern world.

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