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How does live chat reduce costs in customer support?

Better customer service is, the more benefits your business gains

Source: Commbo

Increase Revenue

Every business choice is based on revenue. Profitability reigns supreme, whether it is on day one or day 1000.

A company’s income can be increased simply by focusing on strong customer service.

While it’s more difficult to demonstrate a direct link between customer service and income, some customer experience statistics can help. If you measure a few customer-related KPIs while also tracking revenue, you’ll notice an obvious link.

Happy customers improve business reputation

Positive public perception leads to increased growth. In business, reputation is really important. Your devoted clients will undoubtedly assist you in establishing a positive reputation.

Word-of-mouth is the most effective strategy to build a business over time.

There are always the most viral social media efforts. Customers that receive excellent customer service are more likely to recommend your product or service to others.

Reduces churn

Churn is a simple way to measure how satisfied you are. When customers are dissatisfied, they leave.

People will forgive you if you can create a smooth customer service experience.

Rather than pushing them right into the enemy’s arms, concentrate on providing exceptional customer service to keep them from leaving.

Push Retention

Maintaining client satisfaction leads to more consistent revenue and more accurate forecasting. It establishes a firm foundation for your entire organization when you master not only getting clients but also retaining them.

Good customer service is cited by the majority of customers as a motivation to stay with a company.

Your one-of-a-kind product or service may draw people in, but customer service is what maintains them in today’s world.

How a live chat boosts your customer service in a professional way?

  • You are overloaded in handling all the activities related to supporting customers?
  • Your support team is not working efficiently with traditional channels? 

Live chat will help you make a new revolution! But surprisingly, it costs very little!

As usual, while you want to save money, you don’t want to sacrifice the quality of the customer experience. This is where live chat comes in.

Live chat can help you save money without making the customer experience worse. 

So, here’s why you should use the live chat in your cost-cutting strategy:

Real-time communication provides quick solutions

Receiving a call from a customer and directing them through a step-by-step process can eat up labor costs in the traditional customer care process.

You can dramatically reduce resolution times by using live chat. Agents can simply share links, screen photos, videos, and articles, rather than spending time explaining things in great detail. Not only that, but your representative may handle multiple chats at once, lowering the number of agents required to provide customer service.

The same is true for email support; no more tedious back-and-forth with customers, attempting to explain.

Make conversation become easier with co-browsing

When you combine co-browsing with live chat, you get an even more advanced service. All of the steps involved in providing customer service via live chat will go beyond conventional screen-sharing. Co-browsing allows agents to not only watch but also manage their customers’ displays while ensuring security, allowing them to provide exceptional customer support. This saves time by allowing you to resolve customer issues in one session rather than having to go back and forth.

Reduce fixed costs

Other support channels’ maintenance costs are fixed, although they can sometimes skyrocket.

The maintenance cost of live chat, on the other hand, is inexpensive, and if you purchase the software for an enterprise or premium plan with a larger number of agents, it is quite affordable. If you buy a package for a longer period of time, you may be able to lower your annual cost.

Routing allows for cost savings

When consumers require assistance, your agents may be required to transmit the problem from one expert to another, possibly over the phone or verbally, increasing the cost and duration of the process. Instead, providing a solution at the initial point of contact improves the customer experience.

With live chat, support staff needn’t do that from the beginning every time, which saves money. Even if the conversation is transferred, the next agent will have access to the previous chat in order to assist with a solution. You can even create a rule that directs a specific query to a specific agent based on the inquiry’s type.

Organizations can benefit from live chat systems by increasing productivity and lowering costs. 

Follow the live chat trend with Chative

With the positive sides of using Live Chat mentioned above, we can’t deny the great benefits it brings to both business and customers. 

Look for an innovative messaging solution but reduce costs for your business? Make your website outstanding from other competitors and attract more visitors with Chative live chat.

Visit the Chative website right here: https://chative.io and share with us your feelings.

The live chat market is blooming in the digital era

Source: HappyFox Blog

In this fast-paced digital era, customers look for convenience and quick results. Hence, adapting to this dynamic environment and providing prompt solutions set you apart from your competitors. Most research in the industry shows customers appreciate timely and accessible support, especially live chat – 73% satisfaction levels for any customer service channel (source Comm100). 

Despite the fact that the live chat market has constantly grown since its inception, we are still seeing waves of growth.

  • A typical company currently deals with 978 chats per month (a number rising year-on-year)
  • From 2017 to 2023, the market will increase at a CAGR of 7.5%.
  • During the online client journey, 93% of consumers believe that real-time assistance is beneficial.
  • With 42% of clients preferring live chat to email or social media, it has become the most popular online communication method.
  • According to 79% of firms, integrating live chat has improved customer loyalty, sales, and revenue.

avatar + Kate Tran
Kate Tran

Kate Tran is a story-teller and a marketer at Chative. Her passion is to bring knowledge of chatbot trends to everyone. Despite of her busy schedule, she always makes time to read novels at the weekend.

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