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In today's fast-paced digital world, live chat software has emerged as a powerful tool for improving customer service and engagement. By enabling real-time communication, businesses can provide immediate assistance, resolve queries, and build stronger relationships with their customers. According to Forbes, 79% of businesses report that "providing live chat has had a positive effect on sales, revenue, and customer loyalty."
In this article, we will explore the benefits of live chat software for customer service, discuss key features to look for, delve into best practices for implementation and usage, and showcase case studies of successful live chatbot implementations.
Live chat software offers numerous advantages that enhance the customer service experience. Some key benefits include:
Instantaneous Support: Live chat enables real-time interactions, allowing customers to receive immediate assistance, leading to faster query resolution and improved customer satisfaction. Statistics show that most problems are resolved in 42 seconds via live chat software.
Customers can engage with support agents or chatbots from anywhere, at any time, using their preferred devices, making it a convenient communication channel. According to Invesp, 73% of customers find live chat to be the most satisfying way of communicating with a business whereas 63% of consumers are more likely to return to a website that offers live chat.
Live chat software enables agents to access customer information and history, allowing for personalized interactions and tailored assistance based on individual needs.
Both customers and agents can multitask during live chat sessions, enabling efficient handling of multiple inquiries simultaneously, resulting in shorter wait times and increased agent productivity. According to Invesp, one of the reasons 51% of customers favor live chat is their ability to multitask while reaching out to a company via live chat.
When selecting live chat software, it's crucial to consider the following key features to ensure an optimal customer experience:
The software should provide instant messaging capabilities, allowing customers to connect with support agents or chatbots seamlessly. According to Tidio, about 41% of customers say they prefer real-time customer service via live chat over other methods, such as email or phone support.
Look for software that offers customizable chat widgets that can be integrated into your website or mobile app, maintaining brand consistency.
Ensure the software supports intelligent chat routing, directing customers to the most appropriate agent or chatbot based on predefined criteria, such as skill level or availability.
Look for the ability to initiate proactive chat invitations based on customer behavior, such as time spent on a particular page or specific actions taken.
The software should allow customers to share files or images during the chat session, facilitating clearer communication and efficient issue resolution.
To maximize the benefits of live chat software, consider the following best practices:
Provide comprehensive training to agents to ensure they are proficient in using the software and equipped to handle customer inquiries effectively.
Aim for prompt response times to ensure customers feel valued and receive timely assistance. Set service level agreements (SLAs) to guide response time targets. According to Hubspot, "90% of customers rate an "immediate" response as important or very important when they have a customer service question. 60% of customers define "immediate" as 10 minutes or less."
Integrate chatbots to handle basic inquiries and provide instant responses, freeing up human agents to focus on more complex issues that require human intervention. According to Zendesk, 69% of customers say they’re willing to interact with a bot on simple issues, a 23% increase from the previous year.
Regularly analyze chat transcripts, customer feedback, and performance metrics to identify areas for improvement and refine your live chat strategies.
OneHash is the only software that gives live chat support for ERP solutions. Embrace the power of live chat with OneHash and deliver exceptional customer service in this digital age.