Español
What are the advantages of a Live Chat on my website? And a Click to Call?
Immediate customer service has gone from being an added value to being a differential value, which is why in recent years, large and small companies that operate on the web have invested a quantity of resources in improving omnichannel communication with their customers.
From social networks such as Facebook or Instagram, to instant messaging applications such as WhatsApp or Messenger, the inclusion of new communication channels has become increasingly important to provide an optimal user and consumer experience, and to have a strong advantage competitive in the market. An inspiring example is the Virgin Atlantic case with Robert Fransgaard, who shared an article (in English) of the magnificent experience of omnichannel care he received after fixing an incident.
The study of “El Comercio y sus Compras” by AIMC Marcas declared in 2014 that 74% of consumers express general dissatisfaction with slow and impractical customer service and 90% of those surveyed point out that the main cause of their disappointment with a brand has been having to contact them multiple times for the same reason.
In fact, 42% of respondents prefer to pay a little more for products and services to receive better customer service. In addition, some say they are “fed up with having to wait with the automatic telephone and not being able to speak to a natural person.”
At Livebeep we have this very clear. Omnichannel customer service support is not an advantage, but is an essential requirement in every online business and, since 2011, we have worked on improving onsite communication supports with which our customers communicate with their web users .
The most widespread channels are the email or the contact form, a telephone number indicated on the web or a section for questions and answers (or known as FAQs) and, to a lesser extent, we find the use of the Live Chat onsite, the networks social networks with active chat, Click to Call or intranets with Forums. We are talking about the fact that the most agile means of communication are not present in 70% of online businesses in Europe.
However, as a study by thechatshop.com shows, customer service support through Live Chat obtains the highest degree of satisfaction from web users, followed by the classic email.
Customer satisfaction served by Live Chat
This shows a clear trend that your customers increasingly demand immediate and effective attention to their problems. In fact, responses through Live Chat must have a maximum recommended waiting time of 3 seconds to receive a response. Even if the answer is “wait 1 minute”, but you must receive some kind of reply.
If you prefer closer contact with your customers, the voice option is always the right one. There is no more personalized treatment than that of a natural person who tries to solve a problem of your client and, in addition, can give him the deserved follow-up.
However, on multiple occasions, we find automatic operators, waiting times of more than 5 minutes or telephones indicated on the web to which they do not answer and the experience is very unpleasant. For this reason, there are alternative voice supports with the option of Call Request or Click to Call to avoid waiting times, outdated and inactive phones, and to avoid making a potential customer pay to call you because they have a question regarding a product.
It is estimated that including a Click to Call on your website generates around 40% more activity for your business, according to Fonvirtual.com, and reduces the rate of website and shopping cart abandonment. Additionally, nuisance calls are minimized and each call is logged in a database for further monitoring and optimization.
Alternative to attend with Click to Call voice
So the 3 main advantages of a Click to Call are:
It is free for your client, so the perception of the cost will be zero and they will not have any impediment to contact you for any questions. Additionally, you will generate a better image for being a more accessible company.
You will prevent your clients from being frustrated by waiting, since if you are busy or after hours, there will be an automatic notice so they can call again at another time.
You will have access to statistics and monitoring of each call that will help you analyze the effectiveness of the button and optimize the work of your operators.
And the 3 main advantages of a Live Chat are:
It is free for your client, so the perception of the cost will be zero and they will not have any impediment to contact you for any questions. Additionally, you will generate a better image for being a more accessible company.
You will prevent your clients from being frustrated by waiting, since if you are busy or after hours, there will be an automatic notice so they can call again at another time.
You will have access to statistics and monitoring of each call that will help you analyze the effectiveness of the button and optimize the work of your operators.
And the 3 main advantages of a Live Chat are:
Immediate contact with your client and easy access to support, since it always appears in a visible part of your Home and the button is present on all the pages you configure on your website.
A less formal support than email, which generates more closeness in the deal and a closer relationship with your customers.
Efficiency for your company, since each operator can be chatting with more than 2 clients at the same time. In addition, it is a very economical support and the maintenance cost is minimal.
At Livebeep we have integrated both supports in the same place to maximize the number of contacts with your clients and web users.
