Live chat is driving a shift in communication preferences. In a 2018 survey, 71% of companies expect, in terms of popularity, live chat to be the most popular customer service communication channel by 2021. Today businesses are rapidly adopting live chat to connect with visitors in real-time (87%), increase sales and conversions (61%), track visitors (45%), and provide the support that’s convenient for consumers to use (43%).
The takeaway? If you don’t already have it, live chat needs to be on your TO DO LIST.
However, implementing chat is one thing. Making it work for your business is another.
That’s why you need to choose the right partner when it comes to outsourcing your live chat. Based on the statistics, here are five reasons why your choice of partner can make a significant business to your results.
42% of businesses think customers prefer phone support
While 79% of consumers favor live chat for its ability to provide an instant response, only 58% of businesses feel the same way. If you’re tech/SEO/chat partner isn’t on the same page as the stats, you may be leaving money on the table.
53% of adults won’t complete an online purchase if they don’t find answers right away
A visitor is about to make a purchase, but they have a question. If they can’t find an answer quickly, they’re not going to pick up the phone. They’ll bounce to your competitor. That means your chat has to be fast and accurate.
21% of live chat requests are unanswered
While the average response time is 48 seconds, an analysis of 1,000 websites found that over one-fifth of chat requests never received any response from an agent! Choosing an outsourcer that’s committed to adhering to SLAs and has the records to prove it is key to ensuring your customers get the support they expect.
About the author
Kelly Grainger is the Founder and President of CreoLogic Design Inc., a leading website and SEO company based in Edmonton, Canada. Leveraging 20-years’ experience, Kelly’s focus is on helping local companies take advantage of digital transformation to enhance services and create competitive differentiation.