The benefits of Aureon Contact Center's live chat include improved customer service, increased revenue, reduced costs, and a better customer experience overall.
As part of our 24/7 commitment to your customers, live chat lets you provide service around the clock—with a personal touch. Customers browsing a static webpage are pleasantly surprised to have a live chat pop up, inviting them to ask whatever is on their mind.
These days, websites need this live chat feature to stay competitive. A study by ATG Global Consumer Trend found that “90 percent of customers consider live chat helpful.” Live chat is there to help customers if they become confused or have a question, keeping them from bouncing off the site and helping complete the transaction.
Live chat is simple for both sides to use and leads to clear communication, short wait times, and easier navigation. For many customers, live chat is the first point of contact.
According to a study by Forrester Research, 44 percent of customers said having a live person help them when they’re online shopping is an important feature.
Live chat can also lead to increased opportunities for upselling. During a chat, it’s easy for an employee to recommend additional products or services that fit the customer. An Anderson Consulting poll found that “almost 62 percent of internet consumers said they would purchase more products online if live customer support were available.”
In a similar survey, Emarketer.com found:
- 63 percent of customers were more likely to return to a website that offers live chat.
- 62 percent reported being more likely to purchase from the site again.
- 38 percent said they had made their purchase due to the chat session itself.
The cost savings and convenience for both staff and customers make live chat not just viable but essential for any organization serious about customer service.