Top 6 ways live chat customer service boosts performance

If your contact center isn't yet reaping the benefits of live chat for customer service, it's time to consider the reasons why you should.

The rise of the internet has led to the rise of the consumer, so customer experience is more important than ever. Live chat provides immediate access, so people visiting your website can get their queries answered as soon as possible.

What Is live chat?

Have you noticed the pop-ups that have been increasingly appearing on websites, offering help while you browse online? If so, you've probably come across live chat or chatbots.

The difference is simple: Live chat connects you to a real person while chatbots answer simple questions and escalate queries it's unable to answer.

What are the benefits of live chat customer service?

Live chat benefits customer service in the following ways.

1. Convert more leads

When your team engages visitors at the perfect point of the buying journey, you increase the likelihood of them making a purchase. People often have questions in their minds that prevent them from committing there and then and make a mental note to come back.

All too often, they never do — but if you've caught them at the perfect moment using live chat, you'll answer them and provide a positive experience that prompts them to convert.

2. Thwart shopping cart disconnection

All e-commerce operators understand the frustration of cart abandonment too well. One of the best ways to prevent leads from dropping off is by engaging them in a polite manner. Just like a shop assistant in a store, live chat lets your team help the people who are looking for assistance.

3. Trust and confidence

A customer service chat can be an uplifting experience for a website user who wasn't expecting such great support virtually. A well-trained live chat operative inspires trust and confidence in your brand, and an emotional connection is the biggest driver of brand loyalty, recommendations and repeat purchasing.

4. Reduce repetition

Your customer service agents are probably very familiar with how frustrated customers can't stand repetition and expect the person on the other end of the phone to already know their details. Live chat creates historical records and gathers data about every website visitor.

With the customer's details and previous chats close to hand, your team is better equipped to give consumers what they demand.

6. Flexibility

While brick-and-mortar stores close for business, a website is always open. Your customers aren't interested in what time zone you're in; if they want to contact your team concerning a matter of importance to them, they want to do it immediately. Live chat is the most cost-effective way to facilitate this.

If you're looking to implement a proactive method of customer service that makes customers feel more valued by your company, invest in live chat.

In addition to the many ways it boosts customer service, it enhances sales, productivity and customer retention.

Reap the benefits of 24/7 global support

With bases in Australia, Singapore, the Philippines, India, Romania, Costa Rica, the UK and the United States, 8x8 truly has global delivery capabilities. Start harnessing the power of live chat customer service today with our all-in-one cloud-based contact center for chat, video, phone and so much more.