To provide the highest level of customer support, live chat is a must-have tool to have in your portfolio. By providing swift answers to customers’ requests, live chat results in greater conversions, leading to a higher net profit. The study revealed that live chat contributed between 20% and 30% to the conversion rate.
Simply put, live chat is the gateway to customer loyalty. Consumer psychology is the subject of major investments by the big players in online shopping. Below are some studies showing consumer preference for live chat and how it influences the buying decision of people.
1. Live Chat is Quick and Offer Human Touch:
Live chat is more popular than any other communication channel, like phone calls and e-mail, with a 92% satisfaction rate. What does live chat mean to customers? Well, here is some insight for you. People dislike waiting for a response, and automated responses are even worse. Customers love the seamless, friendly interaction that comes with live chatting.
According to J. D. Power, a highly trusted online resource devoted to consumer studies, showed online shoppers prefer live chat service to traditional phone support. The following are a few findings that they made:
Almost 40% preferred live chat for resolving disputes and concerns when shopping online. Using the chat feature led to improved customer satisfaction overall.
2. Customers find Online Chat Useful:
A study by American Trends Global Consumer Research found that more than 87% of consumers said live chat made shopping online more convenient.
The features of products can sometimes confuse people. This is where online chat is helpful and prove an invaluable guide for the shopper. Live chat makes customers feel heard, and this makes them more comfortable in doing business with you. Customer satisfaction is enhanced by fast response times and a personal touch.
3. Live Chat Boosts Sales and Conversions:
More than six out of ten consumers responded to an emarketer.com study that said they would return to websites that provide live chat services. Instant reply to customers could mean more:
- Better conversion percentages
- The frequency of purchases is also higher for customers who chat online.
A survey by Qualtrics found that more than half of consumers find live chat more useful than email. Almost three-quarters of consumer’s report finding quick answers useful in impacting their shopping behavior.
In addition, live chat enables customers to build stronger relationships because it is a more private and interactive form of correspondence. As these partnerships grow, customer loyalty grows, bringing in more revenues for the company.
4. Live Chat Is Affordable:
Your website will be cost-effective if it has a live chat feature. Email and phone generate a much lower profit than online marketing. When consumers receive high-quality service and all their questions are promptly resolved, they are more likely to follow through.
Additionally, live chats are cheaper than a call center. Unlike customer service departments, where one representative can focus on one customer at a time, a representative can converse with several customers concurrently.
5. Customers Are Eager to Buy More Directly:
The Marketing Powers study found that individuals who used online messaging were twice as likely to make purchases. This is because of the impact created by a powerful and productive process that involves human interaction. The graph of chat support is observing an upward trend; this highlights how live chat support has influenced the buying decision of people.
6. The Use Of Live Chat Is On The Rise:
According to a report by Online Retail Group, the number of Americans using virtual chat to interact with sellers was shown to have grown by 50%. This mode of instant messaging is financially viable than other means. The study revealed that customers believed they received swift answers to their requests and endorse the effectiveness of the real-time communication method is responsive and simple to use.
7. Loyalty and Repeat Buyers:
E-Digital Research study measures the impact of online chat. Customers found instant replying services are more successful in enabling customers to shop and place orders simultaneously. Over 70% said they were satisfied with the service and would use the site again.
About 27% of customers found it beneficial when representatives guided them through the website and helped them complete their orders. Live instant messaging scores you more bonus stars than other digital contact points, such as phone and email support.
Get On Top of Things With Live Chat:
Embedding live chat into your helpdesk channel isn’t a choice anymore, it’s a prerequisite in the quest to keep customers satisfied and gain their trust. Demonstrating to your clientele, that you value their business, and are available to assist them throughout the sales funnel, will guarantee that they not only purchase your products but will also ensure they will come back.
