You don’t have to be a marketing guru to understand that excellent customer service is one of the most important aspects for the success of a business. Especially for startups and small businesses customers’ opinions and reviews are an essential building block for their marketing. They talk about their experiences and help to generate more customers by word of mouth.
Speed is key in the digital world of today. Customers want their products and services “now” and not in a few hours when visiting a website. This immediateness is catered to quite well in many cases, but especially when it comes to customer service businesses tend to be slow.
Studies have shown that customer inquiries on social media are only being answered after 10 hours and it even takes more than 12 hours via email. When in reality more than 40% of customers expect an answer within one hour. This is quite a discrepancy and can easily lead to dissatisfied customers.
Therefore, startups and small businesses must follow different paths to get ahead in terms of customer service quality. A simple, yet effective solution is the use of a live chat feature on their website.
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What are the benefits of a live chat?
Using a live chat helps with speed and ease of use when it comes to customer inquiries. From big banks to small online shops, more and more businesses are starting to use live chats for their customer service. 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer.
Let’s take a closer look at the benefits of a live chat and why they are a very worthwhile investment for startups and small businesses.
1. Reduced costs
Customer service is important but also a great expense for many businesses, especially when using the phone as the main customer service channel, as agents can only talk to one customer at a time.
With a live chat, customer agents can talk with up to 6 customers simultaneously. This enables businesses to deliver faster service with smaller teams. Saving costs when it comes to answering phone calls and being a lot faster compared to email.
2. Increased sales and conversions
Apart from cutting costs, live chats enable higher sales and conversion rates. 53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. If a question pops up while your customer browses your website it can be answered immediately through a live chat.
This is an obvious and highly converting difference to other means of customer communication, making the live chat a very effective sales tool. As it helps to guide leads through their customer journey and turn them into buyers without them having to leave your website and cut their flow of purchase at any point.
3. Build trust
When entering a physical store, a sales agent can personally assist customers. Thereby creating a relationship and building trust.
Human nature implies our aversiveness towards things we don’t know yet. By integrating a live chat on their website startups and small businesses can individually address and help their customers. Building trust and relationships online.
Trust is key for business and a live chat feature can help to develop a human connection and over 50% of consumers are more likely to repurchase from a company that offers live chat support.
4. Competitive advantage
Offering a live chat to customers helps startups and small businesses gain a competitive edge. As many competitors’ digitalization processes are still severely lacking efficient customer service efforts.
Businesses that can answer customer inquiries within seconds are positioning themselves to be at the top of the customer service and satisfaction game.
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5. Better customer experience
With an enabled live chat, customers don’t have to interrupt their shopping session or their research about the services of a business anymore. Instead of having to write an email or making a call, they can simply send a quick message on the website itself.
This is particularly important when it comes to buying products and services. People are using a multitude of apps and devices in today’s world and they are used to responses to their messages within seconds. Startups and small businesses that want to deliver outstanding and effective customer service experiences, get a more than promising tool with innovative live chat integrations and functionalities.
The benefits of a live chat are numerous and with Onlim Business LiveChat your customizable live chat is ready on your website within 5 minutes, so you are not losing any new leads and customers anymore. Click here to learn more about our real-time communication solution.
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