What is Live Support?
Live support is the act of providing assistance to a user or customer in real time. This can be done over a variety of different channels, from phone call to live chat. In such an interaction a support agent is tasked to assist and help solve any and all inquiries.
Learn more about live support.
5 Benefits of Live Support
In today’s digital world, live support has become an important part of any business. According to statistics, 77% of customers won’t make a purchase if there’s no live chat support. And on the other side, 79% of customers say that they prefer live support because of the immediacy it provides.
So you can see how important live support is. Now, let’s check some benefits:
Increase conversions and generate leads
Research by eMarketer says that 35% more people made a purchase online after using live support.
When visitors land on your website and stay longer than usual, they will probably have some questions. Live support lets you answer them immediately which is what makes it so powerful. And the fact that you have a real person who can help you. That immediate answer can turn visitors into customers, which leads to positive customer experience. So, it is obvious that live chat is very effective when it comes to generate leads and increase conversions.
Increase customer satisfaction
If you want to increase customer satisfaction, live chat is a great opportunity for that. You can provide an excellent customer experience which leads to satisfied and happy customers.
As shown in the picture below, live chat has the highest satisfaction levels for any customer service channel, according to eDigital’s customer service benchmark.
Picture 1. Customer satisfaction ratings
Improves customer retention
Definition from Shopify says: „Customer retention is the collection of activities a business uses to increase the number of repeat customers and to increase the profitability of each existing customer.“
So, it is one of the most effective ways to grow a business. And you know why? Because those visitors you turned into customers will most likely want to make more purchases in the future. That’s why it is important to nurture a relationship with your customers. And with live support that is even easier. Providing a high level of service leads to a better relationship with customers and leads to increased customer retention.
Discover customer pain points
A pain point is when a customer has a specific issue that has not been solved.
With traditional support systems, such as phone calls or email, it can be difficult to find out the pain points of your customers. But with live support it is different. Since administrators have access to all chat histories, they can be searched and filtered to quickly learn customer pain points.
So, it is obvious that one of the greatest benefits of live support is that it can directly address all customers issues and resolve them.
Builds long-term relationships
If you want your business to keep growing, then building a long-term relationship with them is inevitable. Live support helps businesses to keep those relationships. Even more, when your existing customers see that you offer excellent customer support, they will pay you 25% more and will stick to your brand.
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