As part of our 24/7 commitment to your customers, live chat lets you provide service around the clock—with a personal touch. Customers browsing a webpage are pleasantly surprised to have a live chat pop up, inviting them to ask questions about your products or services.
Consumers appreciate the convenience of online chat. Chat is there to help if they become confused or have a question, and having this feature on your site can be the difference between customers bouncing off the site or completing the transaction.
A live chat feature gives websites a competitive edge. These days, live chat is an integral component of an effective omnichannel system.
Live Chat Benefits
The 2019 annual report from BoldChat highlights the importance of live chat:
- 63% of consumers who used live chat on a website are likely to return to that site.
- 79% of consumers prefer live chats because they offer instant responses.
- Live chat has the highest consumer satisfaction rate at 92%.
Unlike a phone call, where an agent can only handle one call at a time, chat allows more customers to be served at once, reducing the number of agents required at any given time.
When you partner with Aureon, we do all the heavy lifting to incorporate the chat tool and corresponding interface with your site and then provide the professional agents to respond to chat inquiries with the superior service your customers expect.
Live chat is simple to use for agents and customers alike. It allows clear communication, has short wait times, and leads to easier navigation as direct links can be clicked and shared. Plus, chat makes it easy for an agent to recommend additional products or services that fit the customer, allowing increased opportunities for upselling.
Given the high customer satisfaction levels, the convenience of chat, and the cost savings it provides, live chat is essential for any organization serious about customer service.