Importance of Online Chat for boosting Business Performance

Initially used as just a forum to connect with your customers, online chat has matured into a strategic communication channel that positively impacts the customer experience.

Live Chat allows brands to quickly resolve customer concerns, while simultaneously providing information about their offerings. Since online chat is a flexible way for customers to connect with their favorite brands, live chat has become more convenient for resolving issues.

Going beyond communication, live chat has now become an integral part of any organization that has a digital strategy. From being available 24*7 to provide real-time responses to customers, online chat also plays a key role in understanding customers’ pain points and providing personalized customer experiences.

Why shift to Live Chat?

Customers spend a lot of their time online browsing through different digital platforms. To engage customers, companies are also shifting their resources toward elevating their digital presence. According to a study presented by IMARC, growth of $800.6 million was seen in the online sales industry in 2020. A similar growth rate is expected at a CAGR of 7.4% for 2021-2026.

COVID19 has resulted in a massive shift of customers navigating to digital options for online purchases and to conduct business transactions. Savvy customers require immediate responses to their questions, making it almost impossible to provide responses through human-to-human interactions. Online chat simplifies providing immediate responses for customer concerns, so that customer service reps can then focus on higher value conversations.

A desire to become more efficient when providing customer service and support has opened diverse opportunities for innovation. By using live chat, companies can leverage their digital presence to increase sales revenue and higher CSAT rates. Therefore, investing in a robust online chat sales channel can ensure a greater ROI.

How effectively Live Chat serves your Website, Visitors?

Online chat effectively engages your website visitors and provides the with necessary information based on their navigation through the site. With proactive chat sessions, you can start interacting with website visitors, analyze their needs, and build stronger connections by offering solutions that are tailored to their specific needs.

Not only does live chat improve a company’s revenue generation but also increases customer satisfaction. Live chat is extremely effective in serving customers at the most appropriate time, i.e., when they’re on your website.

Benefits of Integrated & Automated Live Chat

  1. Using Live Chat with Social Media

Most organizations place their online storefronts on social media platforms, such as Facebook, Instagram, and Twitter. This empowers organizations to leverage the wide popularity of these platforms for promoting their offerings. Live chat software, integrated with social media channels, can expedite responses to prospective buyers and engage them to make selling easy. It also empowers customer service reps to manage chats from all communication channels through one unified user interface.

2. Reducing Conversion Timelines

With customers taking the online mode to make purchases, companies are aggressively adopting online marketing strategies to reach their target audience. Online chat ensures immediate responses to customers, thereby reducing the sales conversion timeline. With real-time responses, shopping cart abandonment rates can be reduced exponentially by creating a proactive chat system.

3. Improved Customer Satisfaction

An Omnichannel live chat solution prevents customers from having to repeat their concerns to multiple stakeholders. Since a complete chat history is logged and retained, customers get a personalized experience, while interacting with your brand. This enables brands to provide step-by-step assistance throughout the buying process, elevating customer satisfaction and improving sales performance.

4. Reduce Operational Costs

Live chat automates responses for common customer concerns, allowing organizations to optimize their workforce by focusing on more strategic conversations. In addition, automated responses improve efficiency of your workforce by allowing representatives to interact with multiple customers at the same time. This not only provides quick responses but also positively impacts an organization’s bottom line by reducing operational costs.

5. Building a Strong Foundation with your Customers

With customer support just a click away, brands can provide quicks responses and build strong customer relationships. It makes customers feel that they’re heard and taken care of. The key to a successful business is to keep customers happy by listening and acting upon their concerns, guaranteeing their satisfaction using online chat support.

Want to be Available for Your Customers 24×7 while scaling your Business?

Everyone is anticipating what customer support will look like in the future and how companies will manage those responsibilities.  Etech believes that live chat will play a key role in future customer experience processes. Being one of the largest live chat solution providers for over 20 years, Etech is eager to see how things will eventually unfold and expects to continue in helping organizations deliver consistent, memorable customer experiences, by providing the most intelligent, futuristic features in live chat!

By |2022-04-14T05:01:05-06:00March 24, 2022|

Author

Patrick joined Etech in 2000 and has held a variety of Leadership positions. In 2005 he helped lead the training of the first outbound and inbound team members in the Gandhinagar, India facility. Built on the success of this original team, Etech has been able to grow the outbound, inbound and web chat sales teams in India from 30 initial team members to its current team of approximately 600+ team members.

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