Many businesses aim to make happy consumers through the quality of their customer services. However, one mode has been found to make consumers exceptionally happy. Live chat software is taking the world by storm, and more businesses and marketers understand the fact that consumers are happy with this software.
The best part is that there a number of different factors that make this feature so satisfactory for consumers of almost any industry. So, if you’re looking to make your consumers happy, the following are a few reasons why you should get live chat software for your website and get happy consumers.
Faster in Replies
The impatience of consumers has made it necessary for businesses to improve their response time exponentially. Give this factor, live chat has proven to be revolutionary because it has reduced the average response time from minutes to mere seconds. In fact, the following is a comparison of the response times of different mediums:
- Live Chat – 10 seconds to 4 minutes.
- Phone – 15 minutes to 1 hour.
- Email – 10 to 12 hours
- Social Media – 2 minutes to 10 hours.
Given this factor, it is easy to see that consumers will prefer the option which helps them get the fastest response with ease. Adding this software to your tools for customer support services will give you tangible benefits and happier consumers.
Highest Satisfaction Rate
Another reason why live chat software is perfect for keeping your consumers happy is that it has the highest satisfaction rate. Consumers are happy with it not only because of the faster replies but because of the human element that live chat offers. Satisfaction rates of live chat in contrast to other mediums can be seen here:
- 92% Live Chat
- 88% Phone
- 85% Email
- 84% Facebook Messages
- 77% Twitter Messages
Whether it’s the advanced AI or customer service representatives at the other end, consumers no longer consider live chat as an annoying feature. In fact, the high satisfaction rates show that this tool is definitely popular.
Consumers Look for It
It’s surprising but as more consumers use live chat software, they have started to look for this feature in almost every website. It’s because of the convenience that this feature adds to their browsing experience. Around 67% of consumers prefer using the live chat feature to ask questions relating to the purchase of a certain product.
Additionally, a total of 80% of happy consumers consumers say that they will make a purchase when their queries are addressed immediately. Without this feature, you’re relying a lot on your consumers to come back the next day and complete the transaction. However, as someone is available for them at the same time, they will make their decision to buy immediately.
At the end of the day, this option makes it easier for your consumers to get their questions and queries answered. While live chat software might make your consumers happy, it can also translate into a better conversion rate for you, so it’s a win-win situation.
