Online shopping is great! It’s so convenient to be able to sit at home in your underwear and do all your shopping without leaving your couch. This is why online shopping is on the rise. However, this trend presents online retailers with some challenges that must be addressed. One of the most pressing is how to keep costs down while also increasing customer satisfaction. Just in case you were unaware – a dissatisfied customer will tell between 9-15 people about their bad experience (White House Office of Consumer Affairs). So, if you’re not focusing on improving customer satisfaction levels then you’re making a big mistake.
Remember, if an online customer isn’t satisfied with your company, your products, or your website, they can move to a competitor with the click of a button. In fact, 96% of unhappy customers don’t complain and 91% of those that are unhappy simply go elsewhere and never come back (1st Financial Training Services).
The chance of losing a customer to a competitor is greatest when your customer has an issue and needs your assistance. This is the point in time where you have the opportunity to build your brand as a responsive and concerned vendor who values your client. And, a happy customer who gets their issue resolved expeditiously will tell about 4-6 people about their experience (White House Office of Consumer Affairs).
Here are 3 reasons why providing live chat tech support is essential in helping you to be responsive to online customer needs and increasing customer satisfaction while also reducing online support costs:
1. Live Chat Is Expected
Forrester Research did a study that found that 44% of online consumers believe that the ability to have questions answered by a live person is the most important feature that a website can offer. Providing live chat tech support is what online consumers want and expect. So if you want to show your online customers that you care about them and that you are responsive to their needs then providing this type of functionality should be a no-brainer.
2. Live Chat Is Efficient
Offering live chat tech support empowers you to reduce support representative time on the phone. It allows each support representative to be able to handle multiple customer inquiries simultaneously and to handle each interaction more completely, consistently, and quicker.
3. Live Chat Is Fast
Put yourself in the shoes of your customer. You have an issue and you need someone to help you. If the only option for contacting a live person is to pick up the phone and go through an automated call system and then sit on hold or email someone and wait 24 hours for a response you’re going to get pissed. But by offering live chat you provide a more immediate alternative that customers will appreciate.
If you are concerned with customer satisfaction, customer loyalty, and support productivity then you just can’t deny the value that live chat tech support provides.