What are the benefits of live chat software, and how can it help your business in 2021?

In today’s article, we merely scratch the surface of the benefits of live chat software on your website, and how it is directly tied to customer experience and, conversion rate optimization (CRO), for your business.

A lot of smart businesses have already discovered the advantages of live chat support. This tool covers not only customer service but also marketing and sales within a company.

By adding a live chat widget to your website, you can provide timely customer support, boost brand awareness, and grow revenue. But these are just a few things you're capable of. Check out 5 business-transforming benefits of live chat software below:

1. Higher customer satisfaction

The benefit of live chat for businesses starts with one of the most important criteria: customer satisfaction. When it really comes down to it, what does a brand stand to gain if it isn’t for its satisfied and loyal clients?

No wonder that live chat sets the record here. It shows the highest customer satisfaction rate of 73% if compared to other customer service channels. For instance, studies show that only 61% of email support users and 48% of social media support customers were satisfied with the service they received via corresponding channels. And call centers scored the lowest satisfaction rate of 44%.

2. Boosted conversions

It’s generally agreed that live chat can increase conversions. For instance, according to the widely quoted research by the American Marketing Association, AMA, B2B companies that use live chat experience a 20% increase in conversions. 

What are the chances that customers will buy more from you if you install a live chat on your website you may ask? Well again, research explains that 40% of clients are likely to purchase from the same website repeatedly if they had a live chat conversation, compared to 22% of those who didn’t. 

To be even more precise, 12% of customers are ready to buy again once or twice per week interacting with a customer service rep via live chat. Research shows that 28% of clients are likely to fill their carts more than twice a week if they are assisted by a live chat agent.  

3. Better customer experience

As could be expected, to fine-tune customer experience, you have to meet clients’ expectations when communicating with them. With such powerful customer communication tool as live chat, exceptional customer experience becomes easily achievable. 

Live chat gives room for a fast response time which is usually within a few minutes, which is almost as fast as phone calls. On the other hand, social media and emails demonstrate otherwise. With 10 and 17 hours of response time respectively, it goes without saying that these communication channels take a backseat in customer support systems in the market. This is evidence that live chat has absolute benefits for a business to thrive. 

4. Cheaper and easier to scale

One of the advantages of live chat is that its maintenance and scaling is much cheaper than any other communication channel.

Given that one support representative can handle several conversations and help different clients simultaneously, live chat is without the shadow of a doubt the most cost-efficient customer service tool you might want to try out for your business in 2021.

5. Increased retention

Customer retention is a top-of-mind priority for many businesses since it takes a lot of effort to win new clients. With live chat, a business is available round-the-clock and can collect customer feedback, and react promptly, to improve products or services, and enhance customer experience. 

In conclusion

It’s no surprise that live chat is an effective way of communicating with customers. In the 21st century, customers don’t want to wait on hold, and luckily, they don’t have to, as their issues can be resolved fast and efficiently.

Getting a live chat for your website or mobile app is as easy as copying and pasting a few lines of code snippet, and you’ll see a live chat support button on your website almost right away.

Have you other tips, pros, and cons of live chat tool? Please feel free to share your insights. Can't wait to read your comments.