Benefits Live Chat Brings to Your Business Communications – There are numerous channels of business communications – from email and social media to voice and video calls. So should you bother adding live chat to the mix?
In short, yes.
Real-time chat messaging is one of the most ubiquitous methods of communication in 2022. According to Statista, 3 billion people worldwide used it every day in 2021. By 2025, that number will rise to 3.5 billion.
Here are five key benefits that live chat brings to yourbusiness communications.
Faster Response Times
To start with, real-time chat allows you to respond almost immediately to any queries by (potential) customers.
In 2022, speed is of the essence. According to research by HubSpot, almost two thirds of customers expect a response in under 10 minutes.
Live chat helps you meet this expectation and consequently boosts customer satisfaction.
Increased Conversions and Engagement
Another big advantage of live chat is that it offers a low threshold for customers to start engaging with a business. As a result, it can instantly increase conversions.
Say a customer is looking at your website and is interested in a product or service. Still, they have a few remaining doubts and questions that aren’t answered in your copy.
But the live chat icon is right there. They’re only one click away from interacting with one of your company reps and getting all the information they need.
Fewer Repetitions for Customers
Especially when it comes to customer service, repetitiveness can be a major contributor to a negative customer experience.
If a customer has an issue, they’re often faced with the necessity of giving an explanation to multiple agents via phone or email. This can easily become grating.
Live chat offers the benefit that it’s already transcribed and can easily be filed away for future reference.
If a customer then reaches out to follow up on an issue they’re having, all your agent needs to do is pull up the previous chat to be in the know and help your customer as efficiently as possible.
Better Internal Communication
In addition to customer communication, you can also harness live chat for internal communication.
Since your team members are no doubt used to using apps like WhatsApp, Facebook Messenger, or Telegram, adding live chat to your business communications is a breeze.
It will give you a secure and fast line for internal comms that allows your team members to interact seamlessly and with maximum efficiency.
More Detailed Analytics Insights
Finally, live chat also has a major advantage that it can give you in-depth analytics insights. You can deploy various algorithms to parse recorded chats in order to unearth patterns in customer behaviour, agent performance, and problem resolution strategies.
Real-time chat brings several major advantages to businesses, increasing customer satisfaction and boosting conversions.
However, in practice, integrating chat APIs into your apps often opens up a range of other real-time communication possibilities. For example, QuickBlox, a prominent chat API provider, also allows you to add video chat and group video conferencing. These solutions transcend industries, covering niches from ecommerce over education to healthcare.