Very useful article, Steven! Since working with SuperOffice, he has led the growth of the blog from 0 to 3 million visits per year. After reading this post it has given me so much more clarity, especially the stats. Thanks for sharing these statistics! The reason for this increased adoption is because m ore than half of all customers prefer to chat with someone in real-time and online, rather than call a company for support.
Thanks in advance. Live chat always creates a great impact on every customer and live chat support is now trending in every firm to get more customers. To keep your customers happy, create alerts so that a chat is automatically ased to a free agent if unanswered within 30 seconds. Enjoy this post?
One of the most popular ways to use live chat is for customer support. Adding to this, a study by AMA found that live chat can be used effectively throughout the customer journeyincluding an improvement in:. Awesome post - would you mind if we use some of your statistics on our website? Who answers the "live chat? Live chat will surely help you to grow your business at international level!
By allowing your customers to speak with you in real time through live chat, not only are you meeting their growing demands, but you also gain a competitive advantage.
Thanks for these observations. I work for a very unique chat company here in Missouri. Quick responses mean happy customers and a reduced burden on your customer success team. Great article Steven! I am curious to know the stats of companies using chat bots to provide customer support or sales.
So, make a decision to use live chat on your website based on your traffic and your expenses to support it! Great article! So, if you want to improve customer satisfaction rates, you need to respond quickly to live chat requests.
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Back to articles. In fact, just by having live chat available on your website can have a ificant impact on sales. Forrester's Raising the Bar report found that 1 in 5 customers are willing to stop using a product or service for slow response times via online chat.
Customers appreciate a company that saves them time. In this article, we share what a customer engagement platform CEP is, how you and your orga…. Hey Steven, I agree!
Traditional customer service skills like a positive attitude and good communication are …. I am now curious to further know your insights about chat bot integration with chat widget.
Live chat is so useful and beneficial from the customer point of view as well. One way to improve customer satisfaction is to send a follow up after the chat has ended that includes a transcript of the chat session. You can connect with Steven on LinkedIn and Twitter. It is a super informative article.
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Thrive - a new and original content series deed to help you grow! In addition to phone andit was seen as an optional customer service offering. Stats are really encouraging. Another benefit for using chat is that you can respond to multiple customers at once. Sharing with my clients. This voice of customer data can be extremely powerful.
Steven Macdonald is a digital marketer based in Tallinn, Estonia. Thanks a ton for sharing, Steven. This article is informative, well-written and very interesting. You can share it on Twitter here! By using live chat, your customers can get answers to their questions in two minutes. For phone and support, you can only respond to one customer at a time, but with live chat, you can respond to as many as 6 customers at once!
All you need to do is copy and paste a line of code onto your website your web developer can do this tooand you can be up and running in minutes.
Thanks for the info and write up. The fastest response time for a chat during our study was 7! Well, the average response time for s is 12 hours. I have truly enjoyed reading your own points of view on live chat! And unlike other lists, these live chat stats are always kept up to date. View all articles by Steven MacDonald.
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Not only does this deliver a poor customer experience, but it is not in line with customer expectations. For companies that do use live chat, what you should do is treat it as you would a phone call and never let a chat go unanswered. A new breed of B2B buyer is forcing companies to adapt and digitally transform their business in order to meet their growing expectations.
The good news is that companies that do use chat to communicate with their customers see numerous benefitsincluding increased sales, satisfaction and service. Thanks for sharing, Steven! And fast. No problem, Ian. The only thing I ask in return is that you link back to the content where you found the statistics.
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Loved your research, shared it with my colleagues and use it when I'm talking to prospective clients. Hey Steven Great article. And when you can deliver on their expectations, they will remain happy customers for a very long time. If you are not available, provide an option for customers that allows them to contact you byshould they initiate a chat a standard feature in most chat applications.
Appreciate if you can share some thoughts. There are several ways to do this, but the easiest way is to simply listen to what your customers want. Thanks again! Great question, Len. If you have na in-house support team, then you can respond to live chat requests. And what they want is live chat. Live Chat will be here for the long-haul and businesses should pick up on it as soon as possible!. Another way to improve satisfaction rates is to ask for feedback from customers and the best time to do this is after the chat has ended — allowing the customer to give immediate feedback based on their experience.
So, you'd better be ready to meet them! Live chat is a great way to grow your business. Since launching SuperOffice Chat inwe've helped thousands of companies use chat to communicate with their customers. Great stats, Steven! Customer experience is driving change in so many companies. You could be increasing sales and helping B2B buyers in the time it takes to boil the kettle!
If you outsource, then someone else can be responsible. I have always made the mistake of underestimating a live chat feature on a website. For a growing business it's difficult to have enough support staff to respond to live chats within minutes.
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The main benefit is that it allows your customers to get an instant response to the questions they need answering. It's also given us access to data and insight on how business and consumers rate, feel and respond to live chat tools.
The average wait time, in terms of how long it takes for a company to acknowledge a live chat message is 2 minutes and 40 seconds. Very Informative article and statistics! If a customer has a question, they are now more likely to visit your website and try to engage with a member of your team via live chat.