Live chat software The services first appeared in the early 2000s, but struggled to gain traction at first as customers were more comfortable speaking directly to a representative.
However, the technology has developed rapidly since then and many businesses have adopted this form of communication in an effort to achieve 24/7 customer support with faster response times.
Years of waiting for hours to be connected to a Customer service the team should now be firmly behind us.
What is Live Chat?
Live chat lets customers reach you the moment they have questions or issues they can’t resolve. This SMS type service is generally preferred to sending emails to a specific support team because it is not known when you will get a response to your query.
Live chat support is a way for customers to have real-time, round-trip conversations with support agents who have the information you need to resolve issues you’re having with a service.
According to Technical Jury75% of people prefer live chat over any other channel and 63% of millennials prefer to have their basic customer support questions answered via live chat.
For Web hosting and website builder services, for example, we regularly use live chat support to find out if the hosting service offers any features not mentioned on their website. And we usually get a response within minutes.
Why do you need live chat support for your website
If you have a website that offers any type of service and you have already tried a support software solution, integrating live chat software will help your customers get the answers they need fast.
Live chat does not replace human customer service support teams, but rather helps support them as your business begins to grow and demand for your services increases.
Some of the best live chat support services delete customers’ name and email address when chat disconnects. As a result, your customer support team is able to send email follow-ups, which could lead to a sale if the needs are met.
Live chat support also increases your website conversion rates. According to Econsultancy, 73% of customers were satisfied with their live chat experience, outpacing all other channels, including email and phone. In short, using live chat support software helps you quickly answer questions from your potential customers and convert them into paying customers.
Setting up a live chat feature might seem like a tedious process, but with the software on the market today, it’s a lot faster than you might think.
How to set up a live chat feature on your website
Each live chat software comes with its own set of instructions to follow. Some only require you to copy and paste a line of code into the backend of your website.
Others take the form of WordPress plugins which allow you to manage your chats directly in your WordPress website administration dashboard, which eliminates the need to log into another software tool.
Live chat software solution Live agent, for example, simply asks for your full name, email address, and company name to generate a live chat solution for you. Once there, you are presented with options to add users, log in to an email account, upload your company logo, add a chat button, and more.
Artificial intelligence empowers your live chat support team to work with chatbot services that can help guide your customers to the most appropriate solution to their queries. These chatbots collect information from customers or ask customers questions to help get the big picture and provide appropriate answers.
Using a chatbot can be useful when there is no one on the customer support team to answer a customer’s question.
Most live chat software solutions have five easy steps to follow to set up live chat on your website, which includes creating an account, setting up your live support chat, customizing it for s ensure it is unique to your business, adding the HTML to your website, and finally, recording and managing incoming chats.
Boost your business with live chat
If you’ve been dancing around the idea of integrating live chat support into your website, the aforementioned benefits should help you reach a conclusion much faster.
Some of the best live chat support software solutions even offer free plans or 30-day free trials so you can test them out on your website and see if it’s something you really need.
So that you don’t get overwhelmed with customer questions that can’t be answered by a simple FAQ page on your website, live chat support is here to show your customers that you’re ready to go the extra mile. to make sure they are getting the help they need, which contributes to overall customer satisfaction.
If your business has a smaller team, live chat support can also help you deliver great customer service without putting too much strain on your business, which, in turn, will improve your business. productivity and boost sales.
Some live chat solutions even offer video capabilities that allow your support team to deliver face-to-face online service, for higher satisfaction rates across your entire business channel.