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Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.
An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an survey found that 63% were more likely to return to a website that offers live chat.
The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.
A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points.
Website designer Cory Miller of i Themes regularly uses Provide Support for his business, and he has noticed increased opportunities for upselling products.
A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following: “Many online consumers want help from a live person while they are shopping online; in fact, 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.” An online chat system provides customers immediate access to help.
Wait times are often much less than a call center, and customers can easily multi-task while waiting.
The report by E-Marketer found: “Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat.
A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.” If you aren’t convinced that live chat is for your business, check out this study conducted by Bold Chat.