Customer service is changing . People are busy and can’t to waste time by calling. New channels of customer service, like live chat, is just another way to help your clients out. Not to mention, it’s quickly becoming the most desired method of contact. Especially among those of the millennials.
It’s quick and informative. I was recently browsing a website and came across a website that had live chat. I was able to quickly ask the chat agent some questions and after being satisfied with the answers given, I bought their produce. Lets take a closer look at 4 different reasons you need to implement live chat.
Millennials Prefer Live Chat
Millennials, those born from 1980-2000, have money to spend. There are 80 million of them in the US alone. These 80 million are spending over 600 billion dollars each year. It is expected that by 2020 Millennials will be spending over 1.4 trillion dollars and will contribute to 30% of annual retail sales. With a percentage that high, millennials cannot be ignored.
Recently surveyed consumers to learn more about their preferences towards live chat. They found that millennials prefer live chat.When presented with the choice of phoning or using live chat, over 60% of millennials preferred to use live chat when wanting to ask a question. They found that when surveying millennials, live chat was their preferred channel because of two main reasons: no hold times and convenience. Almost 40% of Millennials said they liked the no hold times and nearly 30% sited convenience.
Could you be driving away millennials from your store simply because you don’t have live chat?
Live chat has the highest satisfaction levels of any customer service channel, with 73%, compared with 61% for email and 44% for phone.
Live chat allows customers to chat with an actual person, right now, without having to pick up the phone or wait for a reply. Many of the highest rated companies using live chat allow consumers to remain anonymous, which makes people feel more comfortable talking openly about their question or complaint. They also provide an answer or resolution immediately. Due to this immediate response people expect an immediate response whether by phone or email.
Live chat allows for a problem to be dealt with and solved in a timely manner. Which in turn leaves customers feeling satisfied with the response.
Another Means of Communication
Imagine you’re in a store and you have a question or complaint. But instead of asking a sales associate they make you either call or write an email. You then have to wait for a rep on the phone or an approximate 12-24 hrs for an email. Sounds ridiculous doesn’t it? Chances are you’ll get fed up and go to a store that doesn’t do this. So why are merchants doing this to their online customers? There are many individuals of all ages starting to appreciate and use live chat just as much as millennials.
Merchants often forget that for the generations that didn’t grow up on computers, the internet can seem like a scary, intimidating place. That’s why being able to easily ask a question without any added effort is so appealing. Not to mention it creates a great user experience.
What merchant doesn’t want to see their revenue increase? A study conducted revealed that around 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
Over the last few years ChartifyMe noticed that their phone orders were decreasing, while their website kept seeing traffic increase. While their team worked to optimize their site in terms of structure, usability and design as well as offers to consumers, they found there was still something missing. For a more personal feel, they turned to live chat.
Since implementing live chat agents, their team has worked with their solution provider to continually optimize the experience for customers. Not only has live chat and online engagement yielded for the majority online orders across desktop, tablet and smartphone devices but they’ve also gained some incredibly valuable insights.
- Over 90% of live chat engagement occurs prior to the user reaching the cart, proving that live chat and online engagement will help move potential customers through the conversion funnel
- During testing of the quick reply option on the tablet audience, the team discovered that response times from the customer were over 70% faster, facilitating a better experience.
While their stats and feedback have been great, ChartifyMe says they plan to continue to test and improve their live chat in 2017. The evidence is there. If you’re looking for a way to increase your conversion rates, try testing out live chat agents.