Why is Live Chat Popular Among Customers and Business Owners?

Posted by - Tom Allen on the 23rd September 2020

This isn’t the first article where we’ve discussed live chat. And it’s definitely not going to be our last. For this one on live chat, we want to explore with you why live chat is popular among customers and business owners. What makes it tick so many boxes for consumers which ultimately gives a business a lot of reasons to use it?

As you can see in our previous articles, live chat is a service that is close to our hearts at Cymphony and something we like to keep you updated with and informed of before making what might be one of the best customer acquisition decisions you’ve ever made.

The reason we wanted to do this article on why live chat is popular among customers and business owners is that we always want to ensure that our valued customers have a digital channel of communication open to them to allow new business opportunities for a low cost, no matter the time of the day, month, or year.

If by the end of this article you’re wanting to find out more information on how live chat can benefit your business and become a popular tool with your website visitors and customers, please contact a regularly trained and experienced member of the team to discuss a tailored approach for you.

So, let’s start the article off with a quick background on live chat by asking an obvious question that you might be wondering…

What is Live Chat?

Live chat is the most recent invention in the world of customer service and it’s all the rage at the moment in a time where communication is key yet distance is, unfortunately, king.

The transportation industry, for example, reports a 93.2% live chat customer satisfaction rate according to Forbes, and all the biggest companies have started using it.

For example, you can now use the Amazon live chat to find out all there is to know about ordering online, or the Hermes live chat for easy tracking of your deliveries.

So what is all the hype about?

Well, what do you do when you need to speak to a company directly?

Perhaps you pick up the phone and prepare for the inevitably long wait on hold and the five minutes of key pressing that gets you to the right department.

Maybe you’ll send them an email, knowing that it will be a good few days before you get a response, if you get one at all that is.

Now, there is finally an option that is far more effective and fast becoming the saviour of customer service- live chat.

You might be reading this wondering ‘how does live chat work?’ If this is the case, here’s a bit of detail for you on the basics. 

Usually, if a company has a live chat option you’ll first come into contact with it when it pops up on the homepage of their website.

You’ll see a text box asking you an opening question such as ‘How can I help you today?’

From there you’ll be able to have a conversation with a real customer service advisor, via your keyboard.

Next thing, you’re chatting with a real person getting all your questions answered all while being on your sofa and not having to pick up the phone to speak to anyone at 9 pm at night.

Handy, right?

The convenience of live chat

Convenient Way to Contact a Company  

Live chat is an easy and convenient way to contact a company directly, especially due to COVID-19 and companies increasingly moving to digital and remote operations.

Most of us are tied to our mobile phones or laptops all day, every day whether we’re at work or home, therefore, there’s rarely a time when we wouldn’t be able to access a website. 

You can’t always get a phone signal to make a call, you don’t always remember your password for your email account, and if you’re already visiting a website to find an email address why not cut out the middle man and chat on there? 

Another way in which live chat is the most convenient communication service is the fact that responses from a live chat operator will be fast. Some providers may have a slight delay but it’s incomparable to the amount of time you’d usually spend on hold or waiting for an email back. 

If the company uses a specialist live chat provider they can even guarantee an immediate response. So when you’re in a rush and need a specific answer without going round the houses, live chat is your best bet.

Live chat is modernising customer service by allowing you to reclaim your time while enabling your business to offer the opportunity to each and every person who visits your website to chat with your brand.

Ease of Use 

How many times have you thought ‘I can’t be bothered’ when it comes to making a phone call?

How many times have you put off dialing the number that’s been sitting on your to-do list for days?

And how often do you have those days where you’d quite happily avoid human interaction altogether?

We all have them, and this is one of the main reasons why live chat is so successful. It’s minimum effort for maximum gain; simply type out your questions and receive direct answers from a real person in return.

Sometimes an efficient service that allows you to get on with your day can have a more positive effect on your state of mind than a telephone call. 

Easy to use live chat

Why Is Live Chat So Popular Amongst Business Owners?

Business owners, maybe such as yourself, who are in the know are well aware of the many benefits that a live chat service has, from the ease of use and convenience that it offers to the efficiency and anonymity.

It’s likely you also know that happy customers mean increasing business, making live chat one of the best investments you can make for your business in these increasingly digital times.

It is a well-known fact that customer service has a huge impact on the success of a business. In fact, according to HubSpot 93% of customers are likely to make repeat purchases with companies that offer excellent customer service.

You can’t argue with that!

Is Live Chat the Best Option for Your Company?

If you didn’t understand the hype around live chat before, you certainly will now.

What more could you want from customer service that’s fast, effective and convenient?

So many companies are unaware of the importance of perfecting their customer service, and the huge impact this can have on the success of their business.

Don’t disappear into the crowd of companies trying to make it, stand out by investing in the heart of your business, and watch your customer base grow and flourish as a result.

No matter what size your company is or what stage it is at in its development, a live chat service can only boost its success by ensuring that your customers are being looked after and that you’re making the most of every lead.

You don’t need to worry about hiring someone to answer the chats that come through at all hours of the day.

That’s where companies such as Cymphony come in to be able to answer your website messages 24/7 as you can outsource your live chat.  

This means you can have every conversation request, or chat message received, answered in record time and handled with perfection, allowing you to focus on your favourite aspects of business ownership.

We even gave an overview of how to add live chat to your website in our article ‘What is live chat? Everything you need to know‘ to ensure that you’ve got every bit of information to get started.

Do you need live chat for your business?

You should now have an idea of why businesses are increasingly moving to digital communication channels such as live chat and how it can benefit a business such as yours with it being as popular as it currently is.

And not just externally or customer-facing on the website either, look at the success of instant messaging and video conferencing platforms such as Teams, Skype, and Zoom since the pandemic begun. We’re moving into an increasingly digital economy and if you’re not using communication channels such as live chat already, it’s likely you and your business are missing out on some low cost, high reward business.

Of course, what we haven’t discussed in this article is how live chat can help your business specifically or why it’s likely it will be just as popular with your customers and your business.

If you are keen to discuss how live chat can add value to your business and increase your leads, please get in touch with a regularly trained and experienced team member of Cymphony today.