Improving customer service through managed live chat
Research shows 79% of customers prefer live chat for instant responses, and 37% chat outside business hours, making 24/7 availability essential for growth.
Did you know that 37% of live chats occur outside of standard business hours? Customer service is actually one of the most vital aspects to the success of any business, and never more so than in the aftermath of a global pandemic.
Businesses across the world employ a range of different tactics to help improve customer satisfaction. One of the most effective, yet simple, ways to do this is by enhancing lines of communication between your business and your current and prospective customers. And live chat is the ideal way of offering a high standard of customer service.
As companies have begun to reopen and resume service, communication is a key component in ensuring a successful recovery. Being able to offer customers an online channel where they can easily reach you can facilitate new business opportunities.
About live chat options for your business
Live chat (in one form or another) has been around for longer than you may think. However, over the past few years, it has experienced a huge resurgence in popularity within the business world. It presents a whole host of opportunities for a company, with one of the biggest benefits being its impact on customer service satisfaction levels.
For those that don’t have the adequate resources to man live chat conversations throughout the day (and into the evening), a fully managed live chat is the ideal solution to ensure each and every chat request is seen and replied to. So, how can this service truly benefit your business and what are the live chat customer service best practices?
Due to the always-on world in which we live, being able to contact a business instantly is simply an expectation for customers today. When it comes to providing great customer service, a live chat is really helpful because of the speed of response. This has been proven, too; according to 99firms, 79% of consumers prefer live chat because of how instantaneous the response rate is. Furthermore, HubSpot research found that customers will expect a response on a chat within 10 minutes, meaning timing is of the essence. Managed live chat customer service software ensures that each chat is captured quickly, ensuring that people don't become frustrated with their wait time and can gain prompt resolution to their queries. This can be hugely beneficial to businesses wanting to reduce the number of calls they're receiving and cut down on repeat queries.
Outsourcing your customer service live chat software to a professional agent guarantees that your current and prospective customers will be answered by trained, friendly and professional respondents at all times.
Take, for example, our Moneypenny PAs; each has been specifically chosen to complement your business based on your style and sector. Having someone you know and trust offers flexible support as and when you need it the most, ensuring no chat goes unanswered and every customer receives a great first impression.
The notion of '9-5' is an increasingly outdated one, especially in today's climate with so many businesses working remotely and adopting digital technologies to enhance their offering.
Expectations are changing and businesses who tune into this trend are reaping the rewards. In our experience of managing live chats, we've found that customers are far more likely to chat after hours than they are to call. In fact, 37% of live chats occur outside of typical business hours, and 15% happen during weekends.
Businesses who facilitate these extended hours, or even 24/7 with the support of Moneypenny, are seeing significant uplifts in the number and quality of leads they receive. Essentially, live chat increases ROI for your company, so it's certainly worth investing in.
A significant part of improving customer service lies in your knowledge of your customer and what they look for. Moneypenny's live chat customer service software can provide a great deal of insight into this through our Portal.
This includes frequently asked questions, the days and the times that prospective customers are browsing your website, and even how long they spend on your website before chatting. This data can be a rich source of information, helping you to structure your sales and marketing activity to better suit the needs of your customers.
With an average consumer satisfaction rating of 92%*, it is clear that effectively managed live chat can transform your customer service.
Speak to our team at Moneypenny today to try our outsourced live chat service and experience the amazing benefits for yourself. Contact us today on 866 202 0005.
What next?
With an average consumer satisfaction rating of 92%*, it is clear that for brilliant results, an effectively managed live chat customer service is the answer.
Speak to our team at Moneypenny today to start your journey of our outsourced live chat service and experience the amazing benefits for yourself. Contact us today on 877 691 7359. Meanwhile, ensure you head over to our blog for further insights on how live chat customer service software can benefit your business.
