Should You Hop on the Live Chat Train?

It’s no secret that customers are infamous for being impatient and demanding, as they have every right to be – when they are paying over their hard earned salaries in exchange for your services.

 

This means, that in order for them to select your service every time, you cannot afford to keep them waiting any longer, and you need to have an edge over the competition.

 

One way of doing that, is by making customers feel safe, knowing they are using a product or service to its full extent, and having the best tools to help them make the most out of it. This is where your customer service department comes in, and one of the ways through which your customer care reps make customers feel safe is by using live chat.

 

This new Salesforce infographic shows exactly what is it about live-chat that helps enforcing customers’ sense of safety and comfort with your product.

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Live Chat- The Time Is Now

Customer Chat is anticipated to grow exponentially in the near future. It is specifically estimated to grow a whopping 87% in the next 12-18 months alone. By being an early adopter, you can give your company that desired edge and stay ahead of the curve.

 

Agents – It’s Your Time to Shine!

The statistics are looking good for agents as well, where high performance service teams are actually 3.2x more likely than underperformers to rate customer-to-agent chat as outstanding or very good.

 

This is in addition to an overall benefit of cutting down the wait time significantly. When a customer enters a phone call after waiting 15 minutes on the line, they are already frustrated and looking to attack whomever picks up the call.

 

However, when a customer enters a chat, they are looking for immediate help and ready to cooperate when they find it.

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Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.
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