Live chat has become the preferred method of communication for many customers wanting to contact brands with questions or needing support. This method ensures customers get timely feedback from the support team rather than waiting for an email response. In 2017, the live chat software market was predicted to reach $987.3 million by 2023, so it’s natural for customer service teams across all industries to feel the need to adopt this channel of communication.

Offering current customers a live chat option and real-time response to queries can minimize bounce rates and support costs for organizations while enhancing the customer’s experience. Sixty-three percent of customers say they are more likely to return to a website that has a live chat feature – which speaks volumes for its benefits.

Let’s discuss some more benefits of using live chat and how organizations can strengthen brand and customer relationships.

Create an individualized experience

Creating positive customer experiences is a crucial step toward building brand loyalty. Consumers are paying more attention to the quality of their experience than ever before, putting pressure on marketers to optimize their delivery. As technology evolves, it rapidly raises the bar for more intuitive user interactions from all organizations.

Customer support agents can use live chat to study consumers’ actions. Adding elements that make the live chat more intuitive, interactive and user-friendly can help website visitors. For example, providing a Frequently Asked Questions option can direct customers from the live chat to an FAQ page and resolve their inquiries.

Analytics to better understand consumer behavior

Live chat analytics can turn your company website into a lead generation machine. Visitor data alone gives marketers access to individual customer behaviors, leading to a better understanding of their preferences.

Once a customer lands on a website, they may visit multiple product pages. With live chat analytics, customers can ask questions about the products they are browsing in real-time, and the brand you gain insight into each customer’s behavior. Marketers can then use these analytics to cater to specific customer preferences.

For example, live chat can provide data like what landing page visitors spend most of their time on, which page attracts the most visitors and their overall demographics. From there, marketers can create a collection of data that informs the customer support team and product and marketing teams.

Provide real-time customer support

Customer service is essential, especially in today’s customer-centric marketplace. It is also one of the most underrated drivers of lead generation. Offering customers the opportunity to ask questions and gain insight gives them more confidence to make purchase decisions.

Visitors will interact with a brand more often when a communication channel is readily available. In comparison to email or phone calls, live chat allows users to respond and resolve their queries instantaneously.

Chatbots can automate processes

Chatbots are much more than simple conversational agents. Chatbots are connected to various APIs, enabling agents to deal with a broader range of customers’ requests. Customer service jobs can be tedious, so the opportunity to automate repetitive tasks such as emailing prospects and answering FAQs allows live agents to be more productive on other responsibilities.

The need for chatbots in any industry is evident. They can streamline interactions between people and services which ultimately enhances the customer experience. Additionally, they offer companies new opportunities to improve customer engagement and operational efficiency by reducing the cost of traditional customer service.

Regardless of industry, it’s clear that live chat is a customer support feature worth considering. From improving customer experience to automating interactions, the benefits of live chat are considerable. As customers value company responsiveness, organizations must adapt to the changing customer service landscape or risk falling behind. Live chat delivers on consumers’ demands for substantive, real-time assistance.


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