Jason Grills


5 Reasons Your Support Really Needs Live Chat

Customer support is a crucial part of every company. Many businesses commit the mistake of focusing on achieving high sales numbers, without offering appropriate support to their clients. The big problem is that acquiring a new customer is much more expensive than keeping one. Therefore, in order to grow a community around your business, it is best to focus on offering outstanding support to your clients.

If you are already offering customer support, it is important to pay attention to how your customers are behaving. Some signs are clear indicators that you should improve your performance, that is, implement a live chat software on your website. Let’s take a look at some of the indicators.

Customer support is struggling

Once you start your business, managing customer support might not be that demanding. However, as the number of customers increases, offering equally good services becomes more challenging. If you notice that there are too many customer support requests for your current team, you should take a step to resolve the issue.

Having customers wait for longer periods of time to have their issues resolved is something they are not going to love, especially if there is a faster alternative that your competition is using. Therefore, if you notice your team is struggling, you should seriously consider implementing a live chat tool. It is a perfect way to help your team do more with ease.

A customer support agent can simultaneously handle up to 5 people. This will improve your customer support team’s performance significantly. Once you implement a live chat software tool, you can expect your team to become much more efficient and productive.

Low customer satisfaction

Make sure to ask your customers to leave feedback about your customer service. Once you notice that something is not right and people are becoming less satisfied, start addressing the reported problems.

Customer satisfaction should be your number one priority. This metric is the direct representation of whether you can expect that clients are going to come back to your business in the future. The lower the customer satisfaction is, the higher the chance that they will move to another business.

Implementing live support software will help you improve customer satisfaction more easily. Customers now expect to have their issues resolved immediately. That makes live chat the perfect tool for achieving this goal.

Your phone is not ringing

Pay attention to your target audience’s behavior. If you have a phone line in your customer support, yet you are targeting younger generations, you are in the wrong place. Pay attention to how often your phone rings and how often you get customer emails. If you notice your phone is not ringing as much as you thought it would, it is time to take action.

Millennial seek a resolution to their problems online. They simply think that the phone is a waste of time, and they want to get in touch with you via direct messaging.

Live chat is perfect for meeting your target audience’s expectations because it is much easier to use for both the customers and your business.

You have surpassed your budget

Every company has a set budget for the customer support team. At one point, to meet the demand, it is necessary to expand the customer support team greatly. If you have a tight budget, your customer support is going to suffer. Therefore, it is a much better resolution to evaluate when this is about to happen and invest in a live chat tool.

The power of live chat software lies in its ability to provide help to multiple customers simultaneously. Practically, taking this step is going to let you stay within your budget but the effect is going to be a much better performance of the customer support team. That is five times better performance.

Therefore, the moment you notice that you are going to exceed your customer support budget, move on to using advanced tools such as live chat. It will bring you better results for the money invested.

Poor sale and conversion rates

If you are running an eCommerce store, your primary concern is going to get enough traffic. But, once the traffic is there, it is time to focus on additional optimization to get as many conversions as possible.

One of the indicators that you are not doing all that you could is low conversion rate. There are plenty of options you can take to improve these statistics, but the main problem is the lack of information on the purchase page. Even though you provide plenty of information, there might always be a thing or two a customer would ask, and if they don’t have this option, they will move on to a shop that provides this option.

In low sale and conversion rates numbers, the best solution is to implement a live chat software on the purchase pages. The moment a customer requires assistance with making the right decision, they easily reach out to one of your customer representatives and acquire the information they need.

Over time, taking this step is going to result in higher conversion rates. Furthermore, you are going to stay ahead of the competition, bringing in more customers to your online store.

Therefore, pay attention to two important analytics, conversion rates and percentage of abandoned shopping carts. This data is a clear indicator of whether you should add live chat to your online shop.

Summing up

If you notice any of these 5 signs appear in your business, it is time to take a step ahead and upgrade your customer support service. The moment you do that, you are going to witness a vast increase in sales, but more importantly, great improvement in customer satisfaction. Doing this will put you on the path of stable business growth.

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