At the same time, customer demands are increasing, and businesses need to meet them. One of the common drivers of this growth is digitalization, with many companies introducing tools to automate their operations and improve efficiency. By 2022, about 85% of businesses are expected to opt for live chat support.ĭespite having been around for a while, web chat customer service has only gained traction in the last decade. Live chat costs companies 15-33% less compared to phone support.Live chat improves conversion rates by 3.84% (Software Advice).Customers who use live chat, spend up to 60% more per purchase than those who don’t.The global live chat market is projected to reach $987.3 million by 2023.Millennials are 20% more likely to use live chat.Around 73% of customers find live chat the most satisfactory form of communication with a company. Live chat is the number one service choice for shoppers between 18 and 49 years old.About 69% of shoppers in the US prefer live chat to chatbot support.Here’s what you need to know to figure out how to go about it. But to give your audience a high-quality experience, you need to find a perfect balance and harness the power of technological advancements just right. Live chat statistics show that this form of communication has become a top customer choice. If you are not there to meet their demands, they will just leave. While until recently it was enough to list your call center number and social media icons on your website, which no longer cuts it -customers demand real-time communication, and more often than not, they want it online. The advancement of technology has brought about a massive shift in customer behavior.
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