4 Reasons to Provide Chat Support on Your Website

Published by Roma Gonzales on

4 Reasons to Provide Chat Support on Your Website

By 2021, 2.14 billion people worldwide are expected to shop and buy through the internet. With the ease of going through stores with literally just the palm of our hands, it’s understandable why global commerce is embracing live chat support. With more and more businesses extending their reach to the online market, how are you going to set yourself apart? Some companies have already turned to web chat support, and enjoy the following benefits.

1. Chat Support Improves Customer Experience

Of the 2000 respondents in this research, web chat earned the highest customer satisfaction rating at 73%. Email and phone only rated 61% and 44% respectively.

Chat support is swiftly gaining popularity. About 90% of consumers say they feel more secure when the service is offered and 63% are more likely to use the site again.

They don’t have to pick up the phone and dial a customer hotline. Web chat is convenient and fast, especially when it’s live. While scrolling through an online store, they can communicate their queries to a real person and get their answers almost immediately. In addition, consumers can do this while multitasking at home or in their office.

2. Increase in Sales

An easy-to-reach customer support via web chat inspires confidence and builds trust among clients. They will unlikely leave their shopping carts. Eventually, they become invested in purchasing products from you. Once you quickly provide answers to their questions, they feel rewarded. Customers’ pain points, in short, are immediately resolved.

Take for instance US-based Nationwide Mutual Insurance. By implementing a proactive chat solution, they reported capturing 30% to 40% of previously abandoning customers.

One survey claims that 33% of clients said their purchases were completed because of the chats they had with customer service.

By engaging with a customer through web chat, not only can you help them find answers to their questions. You can also promote other products, make recommendations, or directly inform them of current and upcoming special offers and promos.

When your customers know they can trust you, they will repetitively use and recommend your service or products to their friends, family, and colleagues. And, this results in greater revenue growth.

3. Competitive Edge Over Competition

Of the 90 Websites (30 in travel, 30 in retail, and 30 in financial services) that participated in this study, only 14 provided chat support.

Between you and your competitors, having a live chat service means attracting and retaining customers. In fact, 44% of online shoppers claim that having their queries addressed mid-purchase is one of the most valuable features of a website.

4. More Savings

The International Customer Management Institute (ICMI) estimates that the cost per agent-assisted contact is around six dollars. If you included IVR and AI-assisted contacts on top of voice calls, chat, and email, then the cost might be around three dollars.

Meanwhile, for a help desk team, the average cost per ticket is $15.56. Depending on your team’s performance, the cost per ticket may range from $2.93 to $46.69. With the average cost per minute of service desk handle time at $1.60, a help desk agent must take 10 minutes or less to resolve the customer’s issue to remain efficient.

Moreover, if best practices are followed, cost per web chat session will be around $8-$10 on average. Based on the figures, chat support is more expensive than email support and cheaper than phone support. Thus, web support may be the best of the three. It can be done in real time, and it’s personal and fast.

Chat Support Benefits Your Bottom Line

The best part is that a single support agent can handle two or more clients at one time! This means, depending on the type and scale of your business, you’ll need a smaller team of agents for web chat support than when you have phone-based customer service.

Moreover, there’s no need to train your agents in English pronunciation or for accent neutralization! Instead, you can teach them how to automate their replies using macros. It will cut down the time it takes to respond and improve the clarity and brevity of their messages. Also, you can redirect more resources into other areas of your business or add improvements to your facilities.

A live chat support service makes it easy for you to adapt to the growing demands for speed and convenience in the digital world. It’s easy, fast, and personal. It allows you to communicate with a real person without having to dial the telephone or drop what you are currently doing.

In time, most commercial websites will inevitably integrate online chat support into their customer service strategy. But for now, it remains a unique advantage that your business is wise to invest in.