標題: Want to increase customer satisfaction, can't ignore live chat [打印本頁] 作者: Afrkafif123 時間: 2023-3-4 16:32 標題: Want to increase customer satisfaction, can't ignore live chat In modern e-commerce, live chat online support software is a useful tool to support customers. Live chat not only saves abandoned carts spectacularly, but also contributes to "scoring" towards improving customer satisfaction.
How does live chat affect customer satisfaction?
Customer satisfaction is the key factor for any company to survive and develop. With the information technology revolution, customers have more information and become more “demanding” for support. One of the leading customer support tools today is live chat. According to research, 92% of customers are satisfied when using live chat service compared to other means of communication such as phone, email or social network. Live chat is a simple and effective way to provide timely and complete customer support, creating extremely convenient two-way interaction, leading to increased customer satisfaction.
Use live chat to increase customer satisfaction
Live chat is a great tool to improve customer satisfaction
In a study, Forrester Research found that 44% of online customers said that one of the most important characteristics a sales website should possess is that there is always a real person willing to answer their questions between them. shopping process. Live chat support is integrated in many online business websites and customers even expect it to be available on the phone interface. Here are the factors that make live chat a powerful tool to improve customer satisfaction:
Respond quickly with personalized support
Personalized live chat support allows you to customize interactions with potential Job Function Email List customers. It will be important to know what customers think at the time of interaction and what problems may arise with the product or service. This is considered a "task" that requires a lot of time and effort if done with other tools, however, live chat "solves" the problem easily. Customers can share their views or suggestions with the company more effectively through live chat customer service , making them feel more respected, plus a sense of satisfaction throughout the process. shopping.
Using live chat helps you respond quickly to customers
Using live chat helps you respond quickly to customers
Identify customer “pain points”
A pain point is an unresolved problem a customer has for a company, or something they need but aren't getting. Usually, the bigger the problem, the bigger the profit opportunity. With the help of live chat, it will be very easy for you to uncover any problems or needs that customers may have for your company. When problems are effectively identified, you will solve them with the best resources at hand, leading to enhanced positive experiences and customer satisfaction.
Increase customer convenience
Customers prefer live chat over other support tools for many reasons, of which the most important factor is time. Among those who prefer to use live chat, 79% say they get their questions resolved quickly and 46% say it's the most effective means of communication.
The accessibility of live chat support makes it easier for customers to communicate with the company in real time, especially when they need to find solutions to their problems. Quick response, saving time is the outstanding advantage of live chat compared to other support services.
Plus, customers can share feedback with the live chat operator at the end of the chat. This gives them the feeling that they are contributing something valuable and meaningful to the company. In the long term, customers will see themselves as part of the company, bringing them closer and accompanying the brand.
