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Does Live Chat Support Help Sales or Only Increase Complaints?
Why your live support system might fail
Live chat support has become a crucial part of customer support. Today, a majority of customers prefer online conversations in real time as a way of communicating with companies. So it is mandatory to do it the right way as the trend continues to grow.
According to a study by FurstPerson, 77% of customers won’t make a purchase if a website doesn’t have a live chat option.
With customers’ evolving needs, customer support initiatives must also evolve to meet the expectations of customers who now expect immediate and appropriate responses to their queries. That’s why live chat support is customers’ most preferred medium of communication these days.
Although the benefits of using live chat support are endless, there are, however, some factors that can make the company vulnerable. Customers have the liberty to make the chat public in case of any inconvenience, which can cause grave damage to the company’s reputation. Therefore, it is crucial to focus on the reasons that can lead to failure of your live chat support.
Slow Response Time
An instant response is one of the primary reasons people use live chat. Slow response time defies the sole purpose of live chat and adds to customer frustration. Companies that fail to deliver spontaneous replies fail to meet customers’ expectations.
Raising the Bar report by Forrester states that one in every five customers is willing to stop using a product or service due to slow response times via online chat.
An infinite number of potential customers is lost due to the long gap between replies. Each one reflects lost revenue, which can never be earned again. To retain customers, companies need to respond quickly to their customers’ queries. Always remember that customers give value in return to the respect they receive.
