21 Feb 2023
Live Chat platforms have become an extremely popular communication tool between businesses and customers. With the rise of e-commerce and digital transformation, companies have had to find new ways to reach and engage their customers effectively. Live Chat platforms offer a range of benefits for businesses of all sizes, from small startups to large corporations.
In this post, we unpack 9 reasons why live chat platforms improve customer service.
Speed
Improve your customer experience (CX)
E-commerce Live Chat and the rise of conversational commerce
Optimise your customer experience
Reduce costs
Remove customer service queues
Accessibility
Team Collaboration
Integrations
Live Chat is fast
Live Chat platforms enable companies to interact with customers in real-time which increases engagement and builds stronger customer relationships. Customers appreciate receiving immediate answers to their questions and concerns. This results in a far greater customer experience.
Better user experiences
Live Chat platforms allow businesses to resolve customer issues with accuracy and convenience which improves customer satisfaction and grows loyalty. Customer satisfaction has a critical effect on repeat business and positive word-of-mouth referrals.
E-commerce and the rise of Conversational Commerce
Live Chat platforms can be integrated into e-commerce websites, allowing businesses to provide instant support during the checkout process. But they can also be useful for sales teams to attract and nurture leads.
Conversational commerce increases the likelihood of customers completing their purchases and leads to increased sales.
According to The Future of Customer Experience Survey by PwC, customers expect speed, convenience, and friendliness when shopping:
73% of customers consider the overall experience to be an important part of their buying decision.
49% of customers feel that companies provide good customer service.
1 in 3 customers (32%) will leave stop buying from a business after just one bad customer service experience.
65% of customers say that a positive experience influences them more than traditional forms of advertising.
Optimised customer service messaging
Live Chat platforms provide valuable insights into customer behaviour and preferences. Companies can use this information to improve their products and services and make informed business decisions.
Businesses should make use of insights included by their Live Chat provider but they should also send customer feedback surveys to gain more detailed insight into how customers feel about their business.
Important customer service metrics to track:
First response time (FRT): The time that it takes for your service team to respond to a customer's first message.
Resolution time: The average time it takes to resolve customer queries.
Customer satisfaction score (CSAT): The average of your customer service ratings.
Net Promoter Score (NPS): How likely your customers are to refer you to their peers.
Tickets solved: Set a goal for how many tickets(as a %) are to be solved each day, week, month, or year.
Live chat reduces customer service costs
Live Chat reduces the cost of customer service by eliminating the need for phone support and allowing businesses to handle multiple chats at once. This results in significant cost savings across any business.
No more customer service queues
Gone are the days when customers wait on hold for a customer service rep to be available. No jingle in the world can make up for the deafening silence of waiting for the aforementioned rep to pick up your call.
Using a Live Chat platform, businesses can handle multiple customers at once, reducing wait times and improving overall support efficiency.
Live Chat is accessible
Using a Live Chat platform to engage customers allows them to reach out for support from anywhere, at any time, on any channel, using any device. This convenience makes it easy for customers to get the help they need when they need it.
Customers don’t want to wait anymore and they shouldn't have to.
Increased team collaboration
Live Chat platforms can also improve collaboration between team members, allowing them to work together to resolve customer inquiries more effectively.
Conversation tagging in Live Chat avoids multiple customer service agents from managing a single inquiry and frustrating customers.
Live Chat integrations
Robust Live Chat platforms can be integrated with other tools, such as CRM systems, analytics platforms, and automation tools. These types of integrations provide a more comprehensive view of customer interactions and lead to better-informed business decisions.
The Cue conclusion
Live Chat platforms offer a wide range of benefits for businesses looking to improve their customer engagement, satisfaction, and efficiency. By being instant, accessible, and integrated into other tools, Live Chat platforms are valuable for any business looking to stay ahead of the competition.
Cue provides a modern Live Chat dashboard that enables businesses to deliver excellent customer service on any channel.
