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Is live chat better than email support?

by Rinku,on Dec 21,2020

Live chat has not missed to branch out into the future ,bringing extra value with its marketing instruments ,such as visitor tracking and analytics ,to what used to be used to be simply customer service tools. Live chats are more comfortable for asking small information and its quicker too than email. Customers no need to wait for longer with live chat sometimes they have to wait for emails response.

Greater Interactivity

Your website is the most important place where you introduce your brand to the customer and explain the benefits of your service. So it is very important to engage users from the website and create a relationship with them by making their experience personal, memorable and satisfying. Live chat is a great help at this point allowing you to encourage communication in many different ways from displaying a visible and attractive live chat graphics to greeting users on your website with proactive chat to offering targeted help.

Increased sales

Especially if you are retail or an ecommerce business, employing live chat for your website should be your first rule of thumb. With this tool you can significantly shorten the sales process by offering instant solutions to customer queries, prevent customers from abandoning shopping carts mid-transaction, increase transaction values with up-sell and cross-sell opportunities while the customer is actively shopping online.

Higher efficiency and better ROI

Enabling support agents to serve several customers simultaneously and copy-paste scripted answers live chat allows extra space for multi-tasking, which provides for the increase of the company’s overall operational efficiency and maximization of return on investment. That is without mentioning the fact the actual cost of a chat session is only a fraction of that of a phone call.

Better targeting through market analysis

Most if not all chat providers these days offer some sort of analytics and real-time visitor monitoring, giving you access to a lot of data, such as visitor location, where they came from to your website, the keywords they used in the search engine, their navigation history though your website, which pages they stayed at the longest etc. etc. This information combined with the ability to collect additional user details through asking them to fill out a custom pre-chat form, is a great data pool for market analysis, allowing you to understand who your customers are, what their needs are, and optimize your business development plan and sales process.

Increased customer satisfaction and recognition of the brand

Proving a quality live support by demonstrating expertise in your field of operation, showing respect and care for customers the company gets a rare opportunity to connect with users on a deeper emotional level and convert random visitors into customers and existing customers into the fans of the brand, fans who will stay loyal to the company through tough and hard times and will spread the good word around.

These were a few key points to help you support your argumentation on whether you need to get a live chat for your business in addition to the traditional phone and email support tools. The best way to figure something out is, as always, the method of trial and error. So we recommend you giving it a try and see if it fits into your business model and bring actual benefits.

Is live chat better than email support?

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