Chat Support Software: The Pros of Providing Customer Support via Chat

Customer support has changed drastically over the last few years.

And we’re not talking only about technology changes, but also changes in customer expectations.

Customers do not want to sit on hold during a phone call or be transferred back and forth between departments just to solve a simple but frustrating issue.

However, newer technologies can be the solution when adapting your customer support efforts to new customer demands.

One of these technologies is chat support software.

In fact, we believe that providing customer support via live chat can improve your business and increase your revenue in several ways.

Here are 5 pros of providing customer support via live chat.

Your Customers Want it

It’s no secret that live chat support is growing in popularity.

But did you know that most of your customers prefer it over other communication methods?

Specially younger demographics, around 60% of them prefer having their questions answered via live chat.

Therefore, by not having a live chat on your site, a large set of users is unable to contact you and are moving on to other websites or competitors.

It’s faster and cheaper than other channels

Due to its brief and quick nature, live chat conversations are faster than phone calls or emails.

In fact, it allows for effective multitasking as one rep can attend to multiple chat conversations at the same time, unlike when dealing with phone calls.

As a result, live chat support will save your customer support reps valuable time that only adds up over the long run. Therefore, providing support via live chat can save you money this way.

Keep in mind that chat is also cheap and easy to implement. For example, you will not have to pay fees to your phone service provider for call redirections, on-hold features, etc.

On the other hand, many live chat providers let you install a live chat on your site for free.

It results in happier customers ( and increases your revenue)

What’s better than a regular customer? A happy one.

One way to turn customers into happy customers is to provide them with fast and efficient customer support. And if you’ve been paying attention to this article, you’ll already know that this is what live chat support is all about.

In fact, providing good customer support can increase your revenue and the value of your company.

After all, customers will happily pay extra for a product or service if it comes with exceptional customer service or support.

It will increase the efficiency of your staff and reduce turnover

We’ve already touched on how providing customer support via chat can help your team to be more efficient and faster.

However, the key component here is what happens after the fact. By providing better and faster support, customers are more likely to be happy. This then turns into a positive brand image for your company and a more positive workspace for your employees.

Consider that most employees do not like working for companies with a bad reputation or facing criticism and you can see how delighting your customers will snowball into a more loyal workforce.

This process reduces turnover and saves you money in the long run (because turnover is very expensive!).

It can be a sales channel

You do not have to think far into the future to see how offering live chat support can increase your business revenue.

In fact, it is estimated that adding a live chat to your site can increase your conversion rate by 20%.

That’s a lot of new customers and revenue, especially if you manage to turn them into repeat customers.

Just make sure to train your customer support staff on how to identify scenarios where a user or customer might be eligible for an upsell.

Closing thoughts

The harsh truth is that by not using chat support software on your website, you are leaving money on the table.

Not only does it benefit your customers and employees, but it can also have a direct and positive impact on your business revenue.

Curious about how to get started? Check out our guide on how to add a live chat to your website.

Happy Chatting! 💬