Why Live Chat Is Important for Seamless Customer Experience?


Tarulika jain
By Tarulika jain | October 13, 2020 3:53 pm  | 3-min read
Live Chat - Appy Pie

Let us suppose every member of your customer support team is busy handling customers’ queries and there are still many calls left unattended for the day. But what if not even a single visitor left unanswered by your support team? To your utter surprise, a live chat box on your business website can solve all your problems related to customer handling.

Live chat enables online messaging conversations for your customer support team with website visitors in real-time. Customers do not have to wait for a long duration to get their queries answered as live chat can help in immediate response. In this blog, we will learn more about the benefits of live chat for businesses and how it can be set up. Before moving further, let us have a look at the infographic.

Appy Pie - Live Chat

Why Is Live Chat Important?

Live chat has become a successful medium to initiate conversations with first-time website visitors, interact with customers who have returned and answer the complex queries of existing users. For the growth of any business, customers must be kept at utmost priority. Live chat can treat the way in which customers must be treated. Let us explore other vital reasons that create the necessity of live chat in every business.

  • Improved Convenience
  • For seamless customer experience, your customer support team needs to be available for them on time. Live chat service resolves customers query immediately and saves them from the stress of waiting for hours or days to get a response. Live chat gives greater convenience to users for quickly reaching the support team to clear their doubts.

  • Enhanced Efficiency
  • Most Live chat services enable support representatives to answer more than one user at a time, thereby increasing the productivity of the support teams. Even without handling multiple chats at a time, live chat allows time-saving transitions from one query to another. Also, language barriers, audio quality, etc. daily roadblocks that come with customer calls can be avoided with live chat.

  • Highly Cost-Effective
  • According to a research survey by Forrester, live chat customer service is 17-20% less expensive than phone call support service. Live chat helps in handling maximum customer queries. It is a highly cost-effective solution and can be easily integrated with your business website on the app and above that, it can help in generating more revenue for your business. Live chat enables visitors to instantly access support teams and sales staff and increase the opportunities to turn them into regular clients.

  • Better Response System
  • In most larger companies, live chat is integrated with a combination of human representatives and AI-based conversational chatbots for support processes. Such chatbots easily integrate with the website and resolve simple user queries and redirect the chat to a representative in case of complex problems. In this way, users’ relationships with your brand can be easily strengthened.

    For making your chatbots, you can choose Appy Pie Chatbot Builder. You can make and integrate your chatbot without even coding a single line.

  • Increase Troubleshooting Efficiency
  • Customers always expect an immediate reply either with a phone call customer care system or live chat. Live chat has the potential to maintain a fluid conversation while the representative searches for the best answer for various customer queries. It gives time to the customer support team to read and comprehend the problems and effectively troubleshoot them. With screen sharing capability and URL sharing facility in the chat box, queries get solved easily.

  • Improved Customer Service
  • As per the eDigital Customer Service Benchmark survey of 2000 consumers, live chat has the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support. Live chat quickly answers consumer queries and helps in building customer loyalty. Thereby, with a hassle-free instant support mechanism, Live chat improves customer service.

Thus, live chat is a modern and highly affordable way to increase revenues, turning leads into clients and retaining customers for a longer time.

How To Set Up Live Chat On Website?

Setting up a live chat with your website and app is not at all a difficult task. You can choose Appy Pie Live Chat to create a live chat window for your customers’ seamless experience. Without even coding a single line, you can easily create a live chat service with a three-step process.

Step 1: Sign up with Appy Pie Live Chat

You must have your official business email ID to start with Appy Pie Live chat set up. In the first step, you have to have to sign up to live chat with your business email ID.

Step 2: Personalize Live Chat Window

Appy Pie gives you the creative freedom to design your live chat window. You can also customize the chat window by adding your company logo and applying the color palette of your desired theme to make the chat box as impressive as you can for your customers.

Step 3: Copy The Chat Code

In this final setup, you have to copy the chat code from open source Live Chat builder and paste it in your website HTML. And you are good to go. Before going live to customers, you can check the live chat service with your internal team.

With Appy Pie Live Chat, you can easily interact with your visitors, engage with your potential clients, and can quickly convert them to your customers. With its real-time monitoring feature, it gives the power to monitor chats, report, and analyze the necessary results in real-time.

Summing Up

Undoubtedly, live chat offers better brand interactions and plenty of opportunities to make your users feel valuable. Implementing a live chat into your business does not only improve your customer service system but gives the added advantage to analyze the chats and strive for better marketing strategies. Live chat is a worthy investment for your business!

Let us know in the comment section below if you find live chat service effective for your business!

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Tarulika jain
About The Author

Tarulika, is a content writer who is amused by the world full of innovative technologies. Her observations poke her pen to curate the piece of writing which is combination of insights and surprises. She loves to read everything from poetry to fiction novels.

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