To improve your customer experience you need to meet and go beyond your customer’s expectations when communicating with them. Companies that deliver a good customer experience see an increase in customer loyalty, which in turn leads to higher sales.
Live chat is one of the most dynamic ways to communicate with your customers. With live chat you can turn every interaction with visitors on your website into a memorable experience and build longer lasting relationships.
What is live chat?
Live chat is an online communication tool that you add to your website. This tool allows the people that visit your website to engage with your company; whether they want to ask questions, need help with navigation or want to find valuable information.
With live chat, you can answer questions on the spot and in real-time, giving customers the instant gratification they are looking for. Not only that, your customers receive a response much faster than the standard communication channels, such as email, where a response can take up to hours or even days!
It’s because of this reason why customer satisfaction rates for chat as a customer service communication channel are as high as 73% – where email and social media only scored 61% and 48% respectively.
5 ways to use chat to improve the customer experience
1. Help more customers and deliver a fast service in real-time
2. Help customers complete the sale by guiding them through step by step
3. Answer questions to eliminate doubts and fears
4. Recommend FAQ’s so customers can help themselves
5. Send the Chat transcript to create a positive “post-service” experience
We can support you should you wish to try live chat on your website. Contacts to discuss this in more detail 01264 568430.