The CX Express: A 5-Minute Journey To Better Customer Experiences -
Being a customer service representative in today’s digital age is equally a blessing and a curse. On the one hand, it's easier than ever before to connect with customers at any time through a number of various communication channels. On the other hand, customers expect you to be available to speak with them using these various channels throughout the purchasing process and at any time.
Time is especially important. Today’s customers expect to get real-time responses and solutions to their issues.
Bigger companies with large budgets have increased the bar for customer service, allowing customers to connect with them almost instantly through the traditional email and phone support as well as live chat, social media, and even text.
This growing trend toward real-time, omnichannel customer service has increased consumer expectations. To flourish in today’s competitive online business, the way you handle communications matters.
A poor customer experience is enough to hinder your business. According to Econsultancy survey, 86 percent of customers refused to shop with a brand that didn't meet their expectations. It’s important to offer a customer experience that’ll satisfy the needs of your customers. People today are even ready to pay more in return for being treated properly.
These statistics clearly show that live chat is the preferred communication method by customers because it allows them to get instant attention. That’s why live chats have become the most effective and convenient way of interacting with a brand with less response time.
“We are moving more and more towards live chat support, because it makes it easier for us to quickly fix the problem.” – David Freer
For any business to succeed and make customers feel that they’re being heard and are important to your business, communication is key. When offered a proper communication channel, customers are more likely to become loyal customers.
Live chat software isn’t of course anything new; rather, it’s something that is valuable to customers, and should be used even more extensively and properly.
Making a phone call or responding to long emails interrupts workflow and requires sitting on hold with slow response times, but live chat is quick and more personal. If used properly and as part of your overall customer service strategy, live chat can significantly boost conversion rates and improve customer service and experience by delivering customers with quick access to live support.
Live chat will enhance your business in better ways than you could imagine
Live chat assists in answering customer queries and helps instantly deal with doubts and objections during the purchasing process. It also provides customers with the confidence to make a purchase, since they have already spoken to the brand and know that they can trust it.
Live chat offers a method for more personal and direct interaction with customers, resulting in an increase in the probability that customers will buy. According to a survey, 62 percent of online shoppers accepted that they are more likely to finish a purchase if there’s a live chat option available.
In live chat, customers get an instant and satisfying response to their queries. Clearing their doubts and offering real-time customer service support provides customers with a feeling of satisfaction and positivity with respect to the brand.
Live chat has come a long way from just simple text-based chat solutions using a small tab at the bottom right of your site screen. Within a short span of time, live chat tools have gained significant popularity.
Live chat has evolved over the years due to fierce competition and the expectations by customers to get answers right away.
Customers who’re shopping online may sometimes feel disconnected from customer service and have doubts regarding the products or services. When shopping in a brick and mortar shop, there are salespersons and other employees who are available to clear up any doubts, but what about while online shopping?
Live chat software like Acquire offers a lot of features that provide a business flexibility to get connected with the customers in the best possible way. Some of the features offered by Acquire include:
“Adding a human touch to your customers’ experience can help you distinguish your brand. Visual engagement tools, such as co-browsing and video chat can help build an emotional bond with customers.” – Venesha Brooks
There may be customers who aren’t very tech-savvy. The Co-browsing option provides live chat agents with access to the customer’s screen to help them out.
Integrate the live chat tool with your CRM and deliver improved customer service. Each chat is kept safely as a potential sales lead.
Starting the chat by the brand itself can convert visitors into potential customers. There are novice shoppers/customers who are usually hesitant to start the interaction. Shoppers who have been invited to chat by brands are 6.3X more likely to be converted to customers.
Shoppers mostly make use of social media to engage with their favorite brands. Adding a live chat option on the social media sites will assist with growing customer reach without making the customers re-direct.
Most businesses today are aware of the need to establish an online presence in order to reach out to today’s modern customers living in different parts of the world. Live chat is an essential tool for businesses of all sizes when it comes to having an influencing online presence and improving customer engagement. With more and more people now shopping online, live chat has developed into a basic feature for talking to customers in real-time and helping them with their shopping needs.
The primary reason behind live chat software becoming the future of customer service is that it delivers support to customers immediately upon landing on the business’ site. Customers don’t need to navigate through the entire site in order to search for the information they want.
Typically, customers get irritated and impatient when they can’t find what they are searching for on the site within moments and without wasting time. This is where having Acquire on your site becomes a must-have for boosting engagement and interaction with online customers.
When shopping online, shoppers are happier and more likely to purchase if their queries are resolved instantly. These queries are generally related to the product information, price, and availability.
Live chat is the best way to resolve these problems quickly and upon removal of customers’ objections, to making a purchase. Today’s customers prefer not to resort to emails or phone calls, which demand longer wait times
To expand the business reach globally, it has become necessary to showcase your business to customers. The only other way to do this is by offering multilingual live chat options on your site.
It’ll not only deliver real-time assistance to online customers around the clock but by incorporating the multilingual aspect, it means that you’re providing the interaction option for customers with agents in any of their preferred languages. This helps companies to break the language barrier and take their business to the next level.
An effective live chat can result in a less-coercive overall customer support experience. Live chat is recommended for making your brand more warm and approachable because it assists your support team to reach customers and prospects. It also helps with increasing conversations and in the long-term, growing a client base.
Making a call to the official helpline can be a bit of a daunting process and can feel formal and intimidating for some customers. Having an online chat with a business person gives a casual and personal touch.
Receiving a “Hi, there!” provides customers with the confidence and encouragement for a long-lasting relationship. 63% of shoppers will return to a website with a live chat feature. This will boost customer loyalty and sales revenue.
“Our customer base grows by the happy customers that go out of our doors.” – Lee Denmore
With live chat, customers can interact with a real person who recognizes their problems and assists them will all their queries and needs. Live chat allows companies to better understand customer needs and demands.
Customers can also provide feedback that allows the businesses to better understand the customers and their needs as well as the business’ limitations.
In the end, live chat is an indispensable tool for sales and customer support because it changes the dynamic of how a customer communicates with a company or a brand.
It’s there to assist with shaping the online experience for customers and to replace the complex, traditional customer service process with an easy and effective solution
Overall, live chat isn’t only a “customer service phase”, it’s a crucial cornerstone that’s becoming more popular as time goes on.
Founder and CEO of Acquire. Passionate about AI, machine learning, chatbots, NLP, neuroscience, and meditation.