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In today's post-pandemic world, providing great customer service is crucial to ensure your customers stay loyal to your brand. Having a live customer service agent in addition to a chatbot will set you apart from other brands.
As you probably know, good customer service is key for retention and repeated business. According to a study, 75% of customers prefer interacting with a live agent at some point, and as such they are an integral part in improving the level of customer experience.
If you've been considering adding live chat agents to your customer experience strategy, keep reading to discover more about how a live chat can benefit your business.
1. Solve Complex Queries of Live Chat
You might have added a Frequently Asked Questions section on your website or even better an automated chatbot. However, there are times when customers can’t find answers to specific or complex questions.
Rather than waiting 24 to 48 hours for an email response, a live chat agent is able to provide an answer quickly, especially if they have the right AI to help them in the process.
Moreover, customers who have the option of speaking with a live chat agent feel their concerns are being taken care of and therefore experience a higher level of customer service satisfaction.
With a speedy resolution to their question or concern, they will also be more likely to purchase from your site feeling that they are dealing with a quality business that values them.
2. Increases Retention
Customers who can't easily find answers to their questions on your site will get frustrated and leave altogether. 17% of customers will leave after just one bad experience, but more than one bad experience catapults this number up to nearly 60%.
This means you're losing out on potential customers and revenue. Just seeing an email address or a phone number to call doesn't guarantee the quick resolution that a live agent can offer.
With quicker resolution times to questions and concerns, you are setting the stage for a higher level of customer satisfaction. These customers will even think of you when recommending products or services to their friends and family.
They know that if questions or problems arise, your customer service agents will be there for them to provide insight and guidance.
3. Increase Sales
The use of live chat agents can also help you increase sales. For instance, live chat agents can help customers who have questions about two similar products or services or that are indecisive about different sizes and costs of a product.
They can even offer advice to the consumers and create an honest up-sell in the process by merely directing clients to the best option and providing the necessary information they need to make their decisions.
With a clearer picture of which product is the best value or which is the one that offers the most benefit, customers will most often go with what has been recommended by the live chat agent.
4. Live Chats Can Help You Qualify Leads
Chatbots are a great way to get your lead generation strategy started, however you might want to add a deeper layer of qualification that only a live agent can add. For example, you might want to know specific concerns or previous experiences the client has had.
In this case, a live chat agent can ask specific questions and qualify your leads faster and more accurately. After the chat concludes, they can redirect the client to the right salesperson to get the process started.
5. Get Insight Into Your Customer's Needs
By using live chat agents, you can save transcripts of each conversation. This data is not only great to see how satisfied your customers are with the service they are receiving, but it’s also a great tool for analyzing where exactly you need to improve your business.
When you read these transcripts, you can pinpoint repeated questions or concerns that are brought up by customers that use your website's live chat. This could be anything from a lack of color choices or high shipping expenses that prohibit customers from completing orders as planned.
With this information, you can fine-tune your product selections or shipping options to better address these problems.
6. Gives Your Business an Advantage
With so many websites selling similar products and services, the biggest selling point might not be what you sell, but rather your customer service. Every store has a contact email, some of them have rudimentary chatbots, but very few have AI powered live agents. This could make all the difference in whether or not customers decide to go through with a purchase on your site versus on another site.
When customers can find quick answers to both simple and complex questions your site becomes a high contender.
7. Easy and Affordable
One of the best things about live chat is that it is surprisingly affordable. Unlike phone customer service, using a live chat service is more cost-effective. In a traditional phone call customer service each agent is tied up and dedicated to solving only one inquiry at a time, which can take a long time in some cases.
Having a live chat allows agents to reply to multiple clients at a time. Even more, if they have an AI powered service, the system can even recommend the right answers to speed up the process. This means you need less agents to scale up your business.
If you are thinking of adding a live chat for your business, we invite you to book a demo with one of our representatives. Our live agent solution offers an Omnichannel experience, allowing your agents to receive queries from your website, WhatsApp, Instagram, and Facebook on a single platform.