The Benefits of a Live Chat Service

In this fast-paced world, real-time engagement is highly attractive to customers across the globe. 

There’s nothing better than visiting a company’s website and seeing that they are 24/7; you know you can get help straightaway, instead of having to press pause on your query to wait for ‘normal’ opening hours to resume. 

Whether customers prefer to jump on a call, or would rather send a quick message – offering live chat as an additional service means you can help more people.  

Over the years, we’ve encountered lots of great benefits that come with a live chat service. So let’s take a closer look at what these are, and how you can get started… 

Having a Live Chat Service: Top 4 Benefits 

With everyone living such busy lifestyles, the above scenario can be incredibly frustrating. Yet, as you can see, it can be very easily avoided! 

Believe it or not, the benefits of live chat stretch far beyond just giving your customers a convenient way to get in touch with you. It improves the support experience, boosts productivity, helps you get to know your customers better, and informs your product decisions. 

Here’s the full rundown of advantages you can expect: 

It Meets the Needs of Your Customers 

In today’s fast-paced world, live chat is beneficial because of its immediacy and convenience.  

According to LiveChat.com, customers now expect live chat to be available on a website. With 42% of businesses reporting consumers prefer phone support (kayako), live chat makes the perfect addition to your available support channels. 

For those who like to use live chat to reach you at the exact moment they have a problem that they can’t solve, this is a much better option than sending an email, as often they are usually met with a bounce back that says ‘please allow up to 48 hours for a response’. 

It’s no wonder why customer satisfaction ratings are so high for live chat! 

It Gives You a Competitive Edge 

Everyone wants to be the best in the business. To do that, you need to position yourself as the go-to over your rivals. 

For example, if other companies like yours don’t offer live chat (or provide low-quality chat support), then this gives you the chance to do it right. 

Imagine providing your customers with robust, reliable support services across a range of methods – you would be miles ahead of the rest! And, with people being more vocal about their experiences online, having a multichannel approach to customer services is vital in this digital world!  

It Builds Stronger Brand-Customer Bonds 

As we already know, different people prefer different contact methods. By presenting a wider range of options, customers will feel that you’re more responsive, more available and generally more interested in what they want. This can make huge waves in building trust with customers of all kinds, no matter their preference. 

With a live chat service, you can also offer longer service hours (If you aren’t already 24/7), covering evenings and weekends. Again proving that you’re invested in fitting your customer service around your customers’ lives. 

It Reduces Escalations 

Majority of the time, issues that escalate, could have been easily resolved in the early stages. Live chat offers a fantastic way to get to the bottom of things quickly and effectively. 

There’ll always be interactions that are best handled over the phone, but many simple queries can be resolved quickly by live chat, leaving other agents free to deal with the large, complex support tickets.  

How Can I Get Started With Live Chat? 

Live chat allows you to interact with your customers with the right dose of automation and technology, so you can provide a solution fast. It may sound complex – but trust us – it really isn’t! 

We can help you get started with optimising your contact services by giving you access to… 

• Our expert IT team, who can create personalised interactions with customers based on their query 
• Our 24/7, 365 days approach, so customers can start conversations with you at any time 
• The option to have live chat as a standalone service, or as part of a wider campaign that offers a multichannel service  

Whatever support you need with starting up a live chat service, we are more than happy to chat more about how Mango Direct Marketing can help! So go on, say hi!