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Online Customer Engagement 3 Key Benefits of Live Chat for Customer

Businesses sometimes worry: “How can I add live chat support ? I don’t have enough agents!”

The busy holidays can make or break your brand’s reputation. Did you know that 74% of people say that customer service around holiday time is the worst it is all year? Did you know that 91% of people surveyed feel that businesses should be better prepared for the holiday rush? To make matter worse, only about 20% of people feel bad for being rude to customer service representatives over the holidays.

Businesses are engaging with more and more customers through online channels. Now, more than ever, businesses need to fully support the online customer experience and provide them with quality online support. In addition to phone, email, self-service, and video customer support channels, live chat is a great tool for online customer support that can lead to happier customers, increased conversions, and a reduction in service costs. But should your business use live chat for support? Here are three benefits to consider:

eCommerce is a growing reality and, as the number of people buying online increases, the necessity of providing good customer support to online shoppers is more and more a strategic issue.

Social Media and Mobile Internet have given customers the impression that they can get what they want, when they want. This affects the way online interactions should be managed: quality and price are not anymore the only aspects customers care about, but also speed, customization and support.