Key Takeaway: First of all, get a live chat system set up (customers think it’s very important!). Translation: happy customers are loyal customers. So how does this translate into growth for you? It’s pretty simple really: happy customers spend more and are more likely to become return customers. Or that, of all methods of customer service, live chat was found to have the highest satisfaction levels: It’s little wonder then that 79% of customers said that they prefer to use live chat because they “get their questions answered immediately.” Compare that with live chat, which boasts an average response time of just 37 seconds.
In fact, a SuperOffice survey found that the average company takes more than 12 hours to respond to handle a customer service request, with 62% failing to respond to customer service emails. Sure, we can usually call in or send an email, but both of these approaches have their drawbacks – namely, waiting on hold and lengthy email response times. Online, it’s (generally) a lot more difficult to get our questions answered. Back when we still visited bricks-and mortar-stores (remember those days?!), if we had a question, we’d just ask the nearest member of staff. Customer satisfaction stands at more than 80%, with the number of chat sessions increasing by 1.8x between 20.
#Happyfox chat woindows how to
This post, instead, will focus on how to get the most out of the tool you’ve already selected.) (Also, as a side note, I’m not going to review individual live chat providers here, as plenty of sites have already done so to great effect. Skip down a few sections if you’re ready to implement live chat and just want to find out how to utilize it to the best of its potential. So today, let’s take a look at why and how live chat can help you in your mission to growth hack your company. This says to me that there’s still tons of companies out there who either aren’t offering a live chat option on their website, or aren’t make proper use of their existing live chat function. …whereas businesses mistakenly believe that their customers would rather get in touch with them by phone: Two-fifths of customers cite live chat as their preferred support channel… Site visitors who use web chat are almost three times more likely to convert than those who don’t, while 51% of consumers are more likely to stay with (or buy again from) a company if it offers live chat support.
In other words, live chat isn’t just for the big dogs – it’s absolutely applicable to smaller sites too.Īnd live chat isn’t just about troubleshooting – it can have a major impact on your bottom line. Interestingly, it’s particularly popular on lower-traffic websites, with around one in seven sessions on sites receiving up to 5,000 visitors a month prompting a conversation via live chat. But it’s really taken off in the last couple years.Īccording to CCW, the number of website visits resulting in live chat sessions has markedly increased since 2015. In fact, it’s been around since the 1970s.
0 kommentar(er)
