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When a visitor to your website needs help, they want to connect with your company as easily and quickly as possible. In our world of instant connection, live chat is revolutionizing the business world. Through live chat, you can reach a web visitor in their moment of need before they move on to your competition.

HOW DOES LIVE CHAT CONVERT VISITORS?

  • 1

    Prompt Service.

    Your visitors want a quick response and live chat’s average wait time is two minutes versus ten hours via social media or twelve hours via email.

  • 2

    Availability.

    When a visitor needs help, they want to know help is readily accessible. 90% of customers said the “Live Chat” button gives them confidence that help is available if needed.

  • 3

    Satisfying expectations

    With the rise of live chat, 30% of visitors will expect the option for live chat to be available. Whether a visitor uses your live chat or not, meeting and exceeding visitors’ expectations is important for conversion.

HOW LOVED IS LIVE CHAT?

  • 42% of customers prefer live chat to connect with companies (23% prefer email, and 16% prefer social media.)
  • 73% of live chat users are happy with the live chat system and are more satisfied than any other communication channels such as email or phone.
  • 77% of global consumers have a more favorable view of brands which offer proactive customer service, like live chat.
  • As of 2015, 62% of customers expected live chat to be available on mobile devices, and if available, 82% would have used it. The numbers have steadily grown since then.

Clearly, the customers like live chat, so how many businesses are utilizing it? Only 9% of websites use live chat to provide real time support to their customers. With enormous potential to stand out from competition, live chat can revolutionize your customer service and jumpstart your conversion rate.

The Impact of Live Chat

  • Live chat is expected to grow 87% in the next 12-18 months.

  • 63% of customers are more likely to return to a website which offers live chat.

  • 77% of customers will not make a purchase on a website without live chat.

  • 53% of customers would prefer to use live chat for support instead of calling a company.

  • 62% of online shoppers want to access live chat from their mobile device.

  • Live Chat has provided 20% more conversion and ROI on the tool has been 300% or more.

Customer service is clearly important for the success of any business. 97% of global consumers say customer service is important in their choice of, and loyalty to, a brand. Since live chat builds connection and satisfaction with your customer base, this service is too important to be overlooked.

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