Many businesses have to keep up with the times in order to stay afloat. This means they have to take advantage of live chat software. Take a look at this list of four reasons to use live chat systems.
1. Speak With Customers Immediately
By investing in a live chat system, you can reduce customer wait times. Oftentimes, when customers try to speak with a company’s representatives over the phone, they are placed in a queue and have to wait several minutes, sometimes hours, to reach someone. However, when they use a virtual chat system, they only have to wait around two to five minutes to speak with a human being. This is because live agents can speak with multiple customers at one and tackle multiple issues simultaneously while phone representatives, for the most part, can only help one customer at a time. You can ensure an increase in customer satisfaction for your company by purchasing a live chat system because most, if not all, customers, appreciate it when their concerns are dealt with promptly.
2. Reach Younger Generations
The majority of Millennials and Gen Zers are digital natives and are extremely technologically savvy. Over half of Millennials prefer to resolve problems via live chat support. This means that you can attract young crowds to your business if you utilize live chat systems. Note that members of both these generations already have tremendous buying power. You would do your business a disservice if you do not offer them the choice of using a live chat system to acquire information about products and services and address their concerns. Millennials and Gen Zers who see that your websites or applications host live chat systems will likely take advantage of your business’s offerings. They will likely do so because they can get information about those offerings quickly through live chat sessions. Moreover, they will be able to access the transcripts from those sessions and keep them for future reference.
3. Integrate AI-Generated Responses
Many businesses have noted that a large number of their customers ask the same question or types of questions whenever they contact them. These customers typically inquire about how they can retrieve a password, secure an account, switch to another plan, cancel a subscription, upgrade a subscription, change a payment method, or purchase a specific product or service. Instead of answering the same questions over and over again, a multitude of business owners have decided to add chatbots to their live chat systems. These bots are equipped to answer the most frequently asked questions for an establishment. Some even present customers with options. Those options may include a prompt that invites customers to retrieve their requested information themselves by visiting a specific web page. Those options may also include a link that allows customers to speak directly with a human agent. You will save a great deal of money by adding a bot to your live chat system; this is because your agents will not waste time answering frequently asked questions.
4. Sell More Products and Services
One of the best things about using a live chat system is that it presents you with the opportunity to offer your customers specific products or services. For instance, you may come across a situation wherein one of your virtual representatives is in the middle of a conversation with a customer who just bought a particular product. Your representative can, towards the end of that conversation, offer the customer a product similar to the one they just purchased or a product that is listed at a dramatically reduced price. If the customer agrees to purchase another item, your representative can quickly submit the order for them. Most online systems store an individual’s information after they complete a purchase, so the customer will not have to worry about re-entering their credit or debit card information. Know that re-entering information can be a tedious task and can deter a customer away from buying another product. You will likely witness a growth in your company’s sales and revenue once you implement a live chat system because your employees can use it to present customers with new offerings as frequently as possible.
Live chat software is something that should be embraced. It can help your business achieve success.