Live Chat Leads to 48% Increase in Revenue, Here’s How?!

Live chat support is getting crucial to conducting business online. Research shows that 85% of customers are deeply satisfied with websites that offer live chat support services. In addition to customer satisfaction, an ICMI report indicates that live chat increases revenues by 48% per chat hour! So if you're interested in getting higher engagement and greater conversions, you'll need to seek help from live chat service providers.

In this article, we make a case for this stand and show you how live chat increases engagement and revenues. 

What would happen to your website without live chat support?

Before we understand how live chat support services help you, we need to understand how visitor-website interactions would unfold without live chat service providers.

Consider yourself to be a customer who's visiting a website – your website. You start browsing through the site. There's a lot of information to take in, and you're not finding exactly what you're looking for. You want help and directions to the page/content you seek. But there's no one around. Only a contact form or an email address listed on the page. Sure, you can reach out to the brand through these, but who knows how long it'll take to get a response.

You need this information urgently. Oh well, you decide. There's no point wasting your time here anymore, is there? And so, you exit the site and go in search of another one where it's easier to find information. Or at least a customer service agent online who can help you with what you need.

In truth, this scenario is more real and more common than you think. For example,74% of customers are more likely to switch websites and brands if they find the process of buying a product/service too confusing and cumbersome. In addition, 33% of customers give companies just one chance to make a positive impression with good onsite service. If you're able to meet their expectations, they abandon your site permanently. And on average, 95% of customers share their bad brand experiences with others, compared to just 87% who share good brand experiences.

Not having robust live chat support services on your website can lead to a tremendous amount of loss. You'll lose out on valuable lifetime customer patronage just because you did not choose live chat support outsourcing.

These 5 live chat support studies prove why live chat is instrumental to revenue generation.

Here are a few more reasons why you need to consider live chat outsourcing:

ATG Global Consumer Trend Study

This  study by ATG Global directly answers the challenges posed by the example we have given above.

The study revealed that 90% of customers found it significantly easier to find products and services when they had help in live chat support. Live chat service providers offered real-time inputs resolving customer questions and helping them find offerings well suited to their needs.

A study by J. D. Power

The study shows that 42% of customers prefer live chat support to phone and email support because of quick support. Live chat was found to be more human and more personalized compared to other forms of website support. In addition, customers felt more seen and respected through quick and responsive live chat.

Research has shown that efficient live chat service providers can resolve any customer query in under 42 seconds. By choosing live chat support outsourcing, you can ensure you deliver a personalized and fast experience to customers. In addition, it makes for a more memorable experience.

Polling by emarketer.com

The eMarketer survey showed that more talkative customers tended to buy more from websites that had a live chat feature. The survey revealed that, for almost 38% of the responders, the purchase decision was made on the spot thanks to the inputs of the live chat agent.

The survey also showed that 40% of responders who used live chat were more likely to purchase at least once a week from the brand. So, by opting for live chat outsourcing, you can encourage more prospects to visit your site often and convert faster.

A study by E-tailing Group

The study by the E-tailing Group shows that for 20% of the responders, live chat was the most preferred way of communicating with the brand. Compared to the just 54% of customers who regularly used live chat, approximately 59% of people frequently use live chat when visiting websites.

According to the study results, the respondents' customer demographic was mostly male between 31-50 years, college-educated and with high paying white-collar jobs. These were customers who spent significantly higher online compared to the median population. This indicates that live chat is one of the key factors responsible for big-budget spends online.

What's more, is that this survey shows, 62% of the respondents were willing to speak to proactive live chat service providers who reached out to them. When executed promptly, such proactive outreach can help shy or hesitant customers open up and do business with you.

Survey by eDigitalResearch

In a survey organized by eDigitalResearch,  it was found that 73% of customers were tremendously satisfied with live chat and many placed orders while conversing with their live chat service providers.

The reason for this, according to eDigitalResearch Commercial Director Derek Eccleston, is simple. Live chat removes customers' problem of having to wait on hold in telephone queues or automated field questions from bots, increasing the time they spend waiting around for support.

Instead, live chat outsourcing will ensure brands always have a team of customer service executives ready to assist site visitors whenever they need help. In essence, live chat achieves the promise of instant supply of information for an instant demand by customers.

These studies about the effectiveness of live chat support show us why live chat leads to a 48% increase in revenue per chat hour. It is because:

  • Live chat support is quick and responsive.
  • It makes it easier for customers to find the bespoke information, product or service they need.
  • Live chat service providers are personal, friendly and empathetic to the needs of customers.
  • It is an easy and hassle-free solution to prevent customers from sifting through lots of content on the website.
  • Live chat service providers extend a warm welcome and a helpful hand to customers who may be shy or hesitant to contact the brand.

Contact WOW Customer Support for Live chat outsourcing

At WOW Customer Support, we are a reputed live chat service provider with extensive experience helping companies across industries. Our live chat support outsourcing service can help you provide quick and seamless online support to website visitors.

Our team is highly qualified and trained in handling customers from across geographies, and cultures. With our live chat support, you will be able to supercharge your customer service and create a meaningful and enjoyable website experience for your customers. Reach out to us to discuss your live chat support outsourcing requirements.

5 Live Chat Service Lessons Every Business Should Learn

Live Chat Service

We all live in a digital world. We expect results within minutes. That’s why instant Maggi and coffee are so popular. Similarly, when it comes to online platforms, customers expect instant responses to their queries. Did you know that research shows that the average response time for customer service requests on social media is just 10 hours? With such high competition, it can get tough to grab attention and have business traffic. One way to ensure you have loyal customers and build a positive brand image is by providing the best customer services.

Having your customer’s requests and concerns addressed timely can go a long way in growing your business. One of the best ways of doing this is by implementing live chat services for your business. When you respond to your customers within minutes, they know that you value them. If that isn’t enough to convince you, research from Forrester.com said that live chat is more than 50% cheaper than handling phone calls. But not everyone gets it right when it comes to running live chat services. There are a few No No’s that we need to avoid. Hence, here are five live chat support lessons one should keep in mind!

Gratitude all the way!

One of the most basic mannerisms we learn as a child is to say, “Thank you” and “Sorry.” That’s because those two words have so much weight in them that they can turn tables around in many situations. Similarly, when addressing a customer, being humble and sometimes going the extra mile to ask if they are having a good day can change the entire mood of the conversation. A friendly tone to keep the conversation light also helps in lightening the mood. Furthermore, in a live chat service, apologize first no matter who’s at fault. This generally calms the customer down to get the details right to make sure you take the right actions next.

Being timely earns respect

Solving a customer’s issue quickly is a knack that is essential to determine the success or failure of the customer service experience. But even if one doesn’t manage to do that, make sure you follow up with them later. It’s a good practice to let your customers know what they can expect to hear back from you. Also, try your best to get back to your customer within the promised time frame. This adds a sense of assurance that you genuinely care about your customers. When you respect your customers’ time, they’ll be happy and look forward to repeating their business with you.

The right attitude and skills is a must!

When you are hiring someone to work for you, it’s vital that you have someone not just with the right skills but also the right attitude. Ensure they know your vision is ready to help you achieve it. When you have positive, friendly employees in your team, they tend to go the extra mile and cooperate with you during hectic schedules. This will help you position yourself better to offer a live chat service that will stand out in your industry.

Live chat services is a reflection of how you treat your customers

You cannot expect your staff to provide excellent live chat support when you treat them poorly. That’s one of the reasons when there are so many burnouts during recent times. As a business owner, you need to ensure you have a healthy work environment for your workers. Let them strive and give them space to grow. Simply put, if your employees have a great time at work, so will your customers. This kind of environment is not expensive or time consuming. A simple smile to start your day, encouragement and appreciation when a team member performs well and supporting other employees when they have shortcomings can really help build employee confidence. This in turn, will help you get that ‘wow factor’ that will make you stand out in your industry.

What you cannot measure is something you cannot control

When you are trying to provide the best live chat services, proper measurement of your efforts is essential. Tracking your service pages and URLs is crucial as you need to understand how your business is performing. You wouldn’t want to deploy a landing page without monitoring its impact on sales. The right CRM software can supply essential data points, track your website traffic as well as your employee’s performance. This will also ensure no efforts go wasted and the areas that need improvement. Furthermore, this also avoids the human error of forgetting and misplacing data. It’ll help your employees provide timely email responses and manage sampling outcalls.

Customer services in any business cannot be overlooked no matter how great your product or service is. Subsequently, live chat services have a significant impact on both sales and customer satisfaction. Research by the American Marketing Association found that B2B companies who used live chat service see a 20% increase in conversions! Also, eDigital research paper found that live chat support has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Hence by implementing these lessons, you can make a great impression on your customers and your business.

If you are looking for live chat services for your business, Wow customer support is one of the leading live chat outsourcing organizations providing the best 24/7 live chat support at affordable rates. They provide live chat support services to many Fortune 500 companies and top organizations. To know more about their services, click here.

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Earn 2 Times Your Profit with Chat Support Outsourcing

Chat Support Outsourcing

As per the American Marketing Association, customers that use live chat feature are three times more likely to make a purchase. Thus, adding a live chat on your official website would increase the conversion rate by 20%. But it can be time-consuming, mainly if you are not a professional. That it’s why a good idea to increase your brand revenue is by considering live chat support outsourcing. Also, handing the work to experts helps your employees to focus on the vital tasks within your business.

Why Outsource your Live Chat Support Services?

Customer service is the backbone of any business with an online presence. It plays a crucial role in building a sustainable customer base. Studies have proved that it can boost the conversion rate, customer experience, and website UX.

However, it is not possible for a 9 to 5 shift team of chat operators. Online customers would expect a prompt response even after office hours. Remember, the faster you will reply to their queries, the more likely you will able to retain them.

Live Chat Support Statistics

By outsourcing chat, businesses can assure that specialists are available to handle messages at any time of the day. Also, there won’t be any shortage in case of huge volume of chat requests.

Furthermore, best live chat service providers go far beyond your local talent pool. These specialists handle more than just Live Chat support. They also determine the best ways to satisfy your customers as per their needs.

Furthermore, showing your customers that you care about them will help you win their trust and increase your sales funnel.

How Live Chat Support Outsourcing Drive Business Profits?

Did you know two-thirds of American shoppers say that they are willing to shop more with the brand that offers incredible customer service? Chatting with customers before the sale is crucial.

If they find a live chat popping up when they open your website, this leaves a good impression of your brand.

Live chat outsourcing allows you to access a pool of skilled chat Agents. They speedily resolve issues in a personalized way and leave customers satisfied.

It lowers your website bounce rate while making more loyal customers. Here are the benefits that you can expect:

–> Save Resources and Money

Small business owners usually won’t have that much budget to hire extra service staff and train them. Also, Live Chat is proven to be more affordable than other service channels.

Live Chat Saves Resources and Money

Offering your customers timely and accurate support ultimately leads to a reduction in additional costs.

–> 24X7 Coverage 

Did you know a massive amount of online shopping happens at night time? Live chat support outsourcing allows you to hire experts across the globe that speaks diverse languages.

It helps you to maintain round-the-clock coverage with a better personalization.

–> Increase in Business Sales

53% of customers prefer to live chat to reach businesses than other methods. Moreover, 63% of consumers reported say that they are more likely to return to the website that provides live chat.

Lice Chat increase business sales

Remember, consumers love live chat because it is quick, helpful and offers the human touch.

Chat support outsourcing facilitates communication between your and customers having concerns about your services or products. Also, it motivates them to browse your website further for exclusive deals.

It ultimately allows more shoppers to complete their checkout process instead of leaving confused and distracted. It is true in the case of the outdoor and clothing sector.

–> Ease Burden

Remember, a well-coordinated strategy will keep your clients satisfied without putting an extra burden on your employees. Your staff members can focus on their everyday tasks rather than attending a chat service.

–> Great Control

With 24*7 service will help you serve your customers better. The rerouting feature will send a live chat to the specialist every time. This offers you more control over a higher volume of customers.

–> Good Online Reviews

Blending Live Chat with automated email relax helpless customers. It helps you to avoid the majority of social media shaming and bad reviews on your website.

–> Increase Customer Satisfaction

Having regular feedback for customers is a must for any business to flourish. The best way to boost customer satisfaction is by considering live chat support outsourcing.

Remember, fast response from your side leaves a positive impression in the minds of consumers. It makes them happy and satisfied. Also, the skilled support personnel collect feedback immediately when a customer’s issue gets resolved.

–> Personalized Customer Support

Businesses must know their customers and their preferences. Top chat support service providers quickly bond with the customers and give them a pleasant support experience.

They follow a conversational tone while having real-time interaction with the customers. Thus, by offering a personalized care and support let you to win their trust.

Wrapping Up

Sometimes customers are confused about the brand products and services. Providing real-time solutions via live chat support services helps them in making better buying decisions.

Outsource live chat support with Wow Customer Support today to improve your conversion rate and sales. Skilled experts have the necessary skills to engage and retain a large number of customers. Also, you can integrate these services easily to boost brand sales.

 

You can also read:

Why Shouldn’t Small Businesses Ignore Email Support Services?

Top 6 Customer Support Mistakes That Can Ruin Your Business