Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone source: Econsultancy
Live chat is more satisfactory than any other customer support channel. We bet you knew this somewhere at the back of your head but never knew this for a fact. In fact, according to Forrester’s Research, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.
How to make Live chat work for you?
LiveChat Inc - one of the major providers of Live chat support, produced a stellar report highlighting several important aspects of Live chat support. The statistics highlighted by this report is a good gauge to boost your Live chat service efficiency:
Increase Avg. Customer Satisfaction
This stat defines how many chats are rated as positive by the users. LiveChat reported a slight raise of 1.45% in customer satisfaction (87.05% from 85.6%) since last year. The raise indicates more and more companies are investing in improving their customer satisfaction. Thailand, Netherlands, Australia and United States, all reported a very high customer satisfaction rate of above 90% each.
Decrease Avg. Response Time
LiveChat denotes this metric as Average first response time. The average response time specifies the time duration for which a customer has to wait to get an answer. The average reported was 1.03 minutes which is faster by 7 seconds. That might not sound like much but every second matters when you’re a business online.
40% of people abandon a website that takes more than 3 seconds to load
Now imagine what happens when your customer support fails to answer within 30 seconds of each customer query. Live chat is all about instant gratification and if for some reason an agitated customer is not getting answers in time, it hampers your brand’s overall experience.
Optimize chat length as per niche
This metric denotes how long does a chat last averagely. The average was noted as 16.15 minutes by LiveChat Inc, which is 2 minutes & 5 seconds more than in 2012. Whether you should try to increase this time or not depends on your niche. Stats show that companies with approximately 5 minute chat duration have almost same satisfaction rate as companies with over 30 minutes of chat duration. An apparel industry may perhaps only need to answer simple questions like that related to fabric or shipping, whereas one related to web hosting might have to explain things over a longer duration.
Increase number of chats
LiveChat Inc noted that the average number of chats made by a company has bumped by a huge margin of 70% to 1751. Evidently, consumers find live chats more preferable compared to other forms of support. LiveChat Inc also stated that more the number of chats a company got, more satisfied its customers were.
So, how can you get more chats?
BoldChat, another live chat provider published an interesting report in 2012. Although slightly dated, the report features some really interesting points on how users can increase chances of getting more chats.
BoldChat’s research stated that incentives like Free Shipping or Discounts are enticing to get users involved in live chats. In fact, a 66% user approval proves, even a promise of ‘Approximate wait times’ would be promising to bag more chats.
Live chats are increasingly being deployed or tested by more and more business today. Every week more than 15 million people make a purchase from their smartphones only and 77% online shoppers claim they want to contact a real person before buying.
So if your online store doesn’t have a decent (if not dedicated) Live chat support yet, you are missing out on a big whale here.