Regardless of what services or products your business provides or what your mission statement is, the reality is that every successful business perfects one key thing to keep growing and scaling: customer service. The customer is what bolsters the business, and continued customer satisfaction is critical to maintaining profitably and developing a solid reputation in your industry. One tool that has proved invaluable for businesses in maintaining quality customer service is live chat. Let’s take a closer look at the benefits offered by live chat, how live chat supports modern businesses, and a few examples that illustrate why it’s becoming a staple in customer service.
What Are the Benefits of Live Chat?
Most consumers don’t want to talk on the phone unless they absolutely have to, such as is the case with individuals who need to solve an issue only a live agent can solve. Powered partially by AI, with the questions fielded by live chat agents once customers have identified their queries, live chat software offers a host of benefits like reducing the workload and strain your phone customer service team is facing, helping customers get help and answers faster, and increasing sales as well as reducing abandoned carts by having someone there who is willing to guide customers and ask them any necessary questions.
Of course, live chat doesn’t just benefit the customer. Live chat also improves productivity, is more cost-effective, and can foster better communication and collaboration. But how does this work?
Modern Live Chat Software Is Extremely Versatile
Modern live chat software is designed to cater to the needs of customer service teams. This means not only providing organizations with the technology needed to communicate with customers seamlessly but also integrations with popular CRMs and other popular business software, central dashboards that simplify communication and project management, and more. Put simply, no matter how your business runs, there’s a live chat software solution out there that’s designed for your organization’s needs.
Does Emphasizing Live Chat in Your Customer Support Approach Work?
With the above in mind, it’s always important to take a closer look at this switch to certain systems and tools to ensure that these changes will give your organization the support you’re looking for. After all, until there’s proof, these benefits may be entirely theoretical if there’s not enough adoption to back up how or if it works.
The good news is that there’s ample proof out there that live chat can transform business operations. One excellent example is HubSpot, a company whose customer support team leveraged a popular live chat solution and saved $2.3 million due to reduced annual headcount, boosted their productivity 1.6 times what it was, and generated $38 million in annual revenue since 2019 through leads. Other case studies worth looking into include Coinstop and Quick Heal.
Live chat is the future of customer service, and embracing it now can mean embracing the many organizational benefits offered by live chat solutions. Use the above as an incentive to leverage live chat in your organization now and find a live chat software solution that works best for your customer service team’s needs.