Why customers prefer live chat is that it lets them get their questions answered immediately.
With live chat, you give customers a way to reach you at the exact moment that they have questions or problems they can’t solve. This feels much better than sending an email to a support team; with email, it’s hard to know when you’ll get a response back.
The immediacy of getting help is likely why customer satisfaction ratings tend to be higher for live chat than other types of support.
Live chat is a great way to connect with prospective and new customers and give them the confidence they need to use your product or spend money on your website. According to Forrester, consumers who use chat are 2.8 times more likely to convert than those who don’t.
No one wants to have to explain the issue they’re having over and over again. In fact, 72% of customers expect an agent to know their details — including support history and product information — without asking for them.
With careful scheduling, live chat support can be made available 24/7 — if that would be beneficial to your business — or any other selection of hours you prefer.
By expanding your instant availability to cover the whole day, your customers will have little reason to complain about their questions going unheard.
When you make live chat readily available, you’ll likely see an increase in interactions. While some of that may be customers who switch to using chat instead of email/phone support,