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5 reasons why live chat will enhance your customer service offering

Today’s customer expects a higher quality of service than ever before

It’s important for businesses to provide a variety of ways for customers to communicate with them – providing options that suit individual needs increases the chances of delivering a memorable customer service experience.

As a leading provider of Live Chat services, we have done a lot of research on the use and success of this fantastic bit of software for companies of all sizes, across multiple industries. Based on this research and our experience, we’ve determined the top 5 reasons why live chat will improve customer service for your business:

1. Availability around the clock, across the globe

A 24-hour live chat option allows consumers to communicate with a business at a time that suits them. This is especially important for those customers who are unable to get in touch during regular office hours.

24-hour availability also means that international clients can get the same level of support as those in the UK, no matter their time zone. This is a major differentiator, setting you apart from the competition and improving service for existing customers.

2. The most responsive channel

According to our recent study, the average response time on live chat is 2 minutes – exceptionally fast compared to the 2 hours for returning a phone call, 10 for social media and 17 for email.

Many professionals in regulated industries (like law firms and financial advisors) have strict SLA’s which require them to respond to client calls, letters and emails within 24 hours of receipt. Whether you have an official turnaround time for responses to customer communications in your business, or simply want to offer the best service you can, live chat will allow you to engage with website visitors faster than any other channel.

3. A better customer experience

At 73%, live chat has the highest satisfaction levels of any customer service channel*. This is a statistic you simply cannot ignore and reason enough to consider adding live chat to your sales and marketing strategy.

4. The ideal solution for those who can’t or won’t call

Live chat offers a no-barriers solution for the modern consumer who primarily communicates online or via text. Moreover, it allows real-time conversations that can’t be overheard – perfect for those looking to get answers quickly and discretely while in the office or a public space.

5. More sales, fewer abandoned carts

Live chat increases online purchases by 35%*. With this real-time communication channel, businesses that sell their products and services online will vastly improve their website ROI (and overall sales figures).

One reason for the success of live chat for eCommerce businesses is that customers never need to leave the site – or even product page – to get answers to their queries. This prevents abandoned carts and engages those passive consumers who might otherwise be distracted and forget about the products they were interested in.

Start your free trial today

With Moneypenny’s outsourced Live Chat service, you’ll have the ability to manage chats yourself with the addition of real people based in our UK headquarters who will respond to chats on your behalf either 24/7, out of hours or just when your own team are unavailable.

Try it free for one week, with no set-up costs or ongoing commitment. Join the #LiveChatRevolution, call us on 0333 202 1005 to get started.

*Source: Live Chat Revolution whitepaper

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