How to improve your customers' experience with an online chat service?
Posted: Sun Dec 15, 2024 9:02 am
It is not easy to talk about the role of an online chat service, but we will try to do so in this article:
Chat service allows customers to receive fast and instant support, simplifying routine tasks and offering a solid knowledge base. This, as you can imagine, is a major business advantage. According to a survey conducted by Forrester, it states that “of all self-service channels, customers make the most frequent use of knowledge bases.”
It enables organizations to connect with customers and respond to queries instantly – in fact, McKinsey data predicts that “three-quarters of online customers expect help within five minutes . ”
Online chats are the 'preferred' communication channel among kenya phone number data millennials: Comm100 data shows that millennials prefer to talk to someone when they need information.
They have a higher satisfaction rate: According to one report , customer satisfaction rates for chat are generally higher than all other support channels, likely due to the speed and nature of the conversation.
Clearly, chat services are driving the customer service space, making the customer experience fast, accurate, and seamless. Now that we understand what the benefits of using a chat service are, let’s look at how you can use it to your business advantage.
1 7 Ways to Leverage Your Chat Software to Improve Customer Experience
1.1 1. Offer real-time support
1.2 2. Offer a community-oriented experience
1.3 3. Converting website visitors into leads
1.4 4. Integration between the chat service with CRM and databases
1.5 5. Increase satisfaction and foster loyalty
1.6 6. Increase credibility and trust
1.7 7. Increase user retention.
2 Final Considerations
2.0.1 Translated by Micheli.
7 Ways to Leverage Your Chat Software to Improve Customer Experience1. Offer real-time support
“The majority (66%) of adults believe that valuing their time is the most important thing a company can do to provide them with a good online customer experience.” – Forrester
As mentioned above, one of the biggest advantages of using chat services is that they offer 24×7 and instant support. You can take a look at Modcloth’s live chat functionality, as consumers can chat one-on-one with a ‘Modcloth lawyer’ (which gives it a personal touch) and get all their questions answered quickly:
Fountain
But what can you do if you have a lot of customers and you can't serve them instantly? Take Nike's chat service for example, which offers fast customer support:
Fountain
The system asks if the customer is waiting for any product to speed up support and send them to a human operator if necessary.
Another interesting example to consider is Nikon's chat service, which helps resolve basic issues and offers ongoing CX:
Fountain
2. Offer a community-oriented experience
Would you believe it if we said that a chat system could be used to personalize the customer service experience? Sephora’s use case in this regard is worth mentioning:
Fountain
The brand cleverly integrates a ‘collaborative live chat’ into its website to create a sense of ‘community’ where shoppers can chat with each other. As one French startup, TokyWoky, has noted: “customers who interact with each other are four times more likely to buy.” Need we say more?
3. Convert website visitors into leads
Imagine this scenario for a second: a new customer arrives at your website and is immediately greeted by a quality, friendly and informative chat system, like American Eagle's Aerie:
Chat service allows customers to receive fast and instant support, simplifying routine tasks and offering a solid knowledge base. This, as you can imagine, is a major business advantage. According to a survey conducted by Forrester, it states that “of all self-service channels, customers make the most frequent use of knowledge bases.”
It enables organizations to connect with customers and respond to queries instantly – in fact, McKinsey data predicts that “three-quarters of online customers expect help within five minutes . ”
Online chats are the 'preferred' communication channel among kenya phone number data millennials: Comm100 data shows that millennials prefer to talk to someone when they need information.
They have a higher satisfaction rate: According to one report , customer satisfaction rates for chat are generally higher than all other support channels, likely due to the speed and nature of the conversation.
Clearly, chat services are driving the customer service space, making the customer experience fast, accurate, and seamless. Now that we understand what the benefits of using a chat service are, let’s look at how you can use it to your business advantage.
1 7 Ways to Leverage Your Chat Software to Improve Customer Experience
1.1 1. Offer real-time support
1.2 2. Offer a community-oriented experience
1.3 3. Converting website visitors into leads
1.4 4. Integration between the chat service with CRM and databases
1.5 5. Increase satisfaction and foster loyalty
1.6 6. Increase credibility and trust
1.7 7. Increase user retention.
2 Final Considerations
2.0.1 Translated by Micheli.
7 Ways to Leverage Your Chat Software to Improve Customer Experience1. Offer real-time support
“The majority (66%) of adults believe that valuing their time is the most important thing a company can do to provide them with a good online customer experience.” – Forrester
As mentioned above, one of the biggest advantages of using chat services is that they offer 24×7 and instant support. You can take a look at Modcloth’s live chat functionality, as consumers can chat one-on-one with a ‘Modcloth lawyer’ (which gives it a personal touch) and get all their questions answered quickly:
Fountain
But what can you do if you have a lot of customers and you can't serve them instantly? Take Nike's chat service for example, which offers fast customer support:
Fountain
The system asks if the customer is waiting for any product to speed up support and send them to a human operator if necessary.
Another interesting example to consider is Nikon's chat service, which helps resolve basic issues and offers ongoing CX:
Fountain
2. Offer a community-oriented experience
Would you believe it if we said that a chat system could be used to personalize the customer service experience? Sephora’s use case in this regard is worth mentioning:
Fountain
The brand cleverly integrates a ‘collaborative live chat’ into its website to create a sense of ‘community’ where shoppers can chat with each other. As one French startup, TokyWoky, has noted: “customers who interact with each other are four times more likely to buy.” Need we say more?
3. Convert website visitors into leads
Imagine this scenario for a second: a new customer arrives at your website and is immediately greeted by a quality, friendly and informative chat system, like American Eagle's Aerie: