Live Chat

Benefits of Live Chat for Customer Service

Martin Perez

Aug 13, 2020 • 3 min read

You can always improve your Customer Service.

After all, good customer service can have a significant effect on your business revenue.

And the better it is, the stronger its effects become.

Now, there are many ways in which you can improve your customer service offering at your company.

One easy and effective way to do so is to start offering customer service via live chat.

Today, we will go over the benefits of offering customer service via live chat.

How to Add a Live Chat to your Site

Before we get started, you might be wondering how to add a live chat to your website in the first place.

Lucky for you, it is actually easier and cheaper than you’d think.

We obviously recommend Moment as a live chat platform. Not only is it incredibly easy to install, but its live chat feature is also free to use.

All you have to do is create a free Moment account, go through the account setup and paste a short snippet of code on your website.

Want a more detailed guide on installing a free live chat on your website? Check out any of our guides below:

Benefits of Live Chat for Customer Service

Now, let’s get into the nitty-gritty of things. Here are the top benefits of using a live chat for customer service.

Customers prefer it

Yeah, that’s right.

Customers across multiple sectors prefer using live chat over other channels to communicate with businesses.

In fact, we’d go as far as saying that by not offering live chat on your website, some customers will just decide to not contact your business at all. Resulting in potential new sales and revenue.

Remember, you’d want to always make it as easy as possible for your customers to contact you.

It’s fast

One of the main advantages of live chat lies in the inherit fastness of the medium.

Live chat messages are usually shorter and result in shorter conversations. Unlike email, responses are not lost in spam folders and conversations do not go on for lengthy email chains.

Using live chat also results in slower response times for your team and shorter wait times for your customers.

These all amount to shorter resolution times for each customer inquiry, which in turn improves the overall customer experience.

It increases your support capacity

Unlike service via phone, live chat allows one customer service rep to communicate with and assist multiple users at the same time.

While one user is taking their time typing up a message about their issue, your rep can assist another user and ask them key questions to assist them.

This results in a higher number of inquiries solved in the same amount of time. In a larger scope, this also reduces the amount of customer service reps you would need to handle all incoming inquiries. Which in turn translates in reduced operational costs.

It generates lead data

Live chat applications can be setup to request key information from your customer before the chat session begins.

This can be used to collect valuable contact information from your user such as their email address before they even start communicating with your business.

As a result, just by offering live chat, you can start automatically building a valuable leads list for your business.

It generates support data

In the same vein, live chat tools automatically create an indexable and searchable database of customer issues and complaints.

Said database can be used to identify common issues, new issues and potential areas of product improvement.

Provides customers with a chat transcript

Live chat tools are able to automatically send chat transcripts to users after their conversations have ended.

Chat transcripts bring a bunch of different benefits on their own, we even wrote an entire article on the benefits of offering chat transcripts to users.

Some of these include lowering repeat inquiries from the same user, providing the user with a copy of any complicated instructions they might have been given and more.

Closing Thoughts

There are many more benefits of providing customer service via Live Chat.

And at the end of the day, they all improve your customer experience and can increase your customer revenue.

Will you get started with live chat today?