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8 Reasons Why You Should Use Live Chat in Your Business


Customers nowadays expect businesses to provide efficient, real-time assistance. They do, however, value a personalized experience with a human touch, and they may require assistance when making a purchase. Live chat is the answer for many brands to these customer needs. According to the Comm100 Live Chat Benchmark Report for 2021, customer satisfaction with live chat reached an all-time high of 85 percent, indicating that the channel’s efficacy and popularity among customers are growing year after year. Here are eight reasons why live chat is critical to your company’s success.

  1. Taking Care of Customer Preferences

While voice is a typical customer service channel, some customers dislike talking on the phone or find it annoying. According to a study conducted by Aspect Software in 2018, 59 percent of customers avoid calling brands for as long as possible, citing reasons such as unprepared agents and long wait times. Customers who prefer to communicate with brands via non-voice channels can use live chat to do so.

Live chat has a conversational style that allows agents to detect a customer’s tone and respond in the most appropriate language. For example, an agent might express compassion to an irritated customer or use a lighter tone with a satisfied customer. Customer preferences such as the desire for fast assistance, tailored support, convenience, multitasking, and record keeping, can be met.

  1. Getting in touch with Customers who are already Using Live Chat

Your company can create more seamless and meaningful customer experiences by meeting already active customers. Rather than convincing customers to like a channel, your company can use live chat to integrate it into their daily communications. According to a Kayako survey from 2021, 41% of customers prefer live chat support. As a result, many customers expect brands to interact with them through this channel.

  1. Conversion rates are Higher

Customers navigating your website and looking to purchase will benefit significantly from live chat. When customers have questions about product recommendations, the checkout process, or other issues, providing prompt, proactive support can help you close the deal. Customers who engage in live chat are 2.8 times more likely to convert, according to a Forrester report from 2016. Furthermore, according to a 2015 Software Advice study, millennials prefer live chat to other traditional channels for customer service. Because millennials have significant purchasing power and are loyal to brands that provide exceptional customer service, reaching out to them via live chat is essential for increasing sales.

Chat solution for business boosts sales by enabling you to interact with clients in real-time and providing them with the information they require to make a purchase. You may help customers make informed decisions about products and services by offering assistance and answering inquiries, which increases the likelihood of a sale.

  1. Providing real-time resolutions in a faster and more efficient manner

Customers don’t want to waste time, and live chat allows them to get answers quickly and in real time. For customers who require quick responses, channels such as phone and email may be too slow by using pop-up chat windows to assist customers as they navigate your website. If a customer has an urgent question, it can reduce waiting for a response through other channels.

When agents work remotely from different time zones and serve more customers quickly, it can help a company offer longer customer service hours. Customer satisfaction improves when questions are promptly answered. Customers can get assistance and support right away, rather than waiting for an email or phone contact. This real-time support help to increase customer satisfaction while decreasing frustration.

  1. Customer service that is tailored to Your Needs

Live chat can provide more personalized service when combined with a CRM. During a customer interaction, agents will have immediate access to the customer’s entire history, including previous purchases and service interactions, and will be able to provide personalized recommendations. Updates can be made in real-time, ensuring that all customer interactions are up to date. Customers are more satisfied when they don’t have to repeat information.

  1. The first contact resolution has Improved

Agents can use live chat to incorporate visual features into a conversation, increasing the likelihood of a first contact resolution. To better support customers, agents may share screenshots, photos, and videos such as tutorials. Weblinks can also help with payment processes. The more information the customer has, the more likely you will provide a complete solution on the first contact.

  1. Maintenance and Operating Costs are Reduced

Operating live chat channels is less expensive than operating voice channels. As a result, companies benefit from lower customer support costs when using this channel. It can be set up quickly and easily, and can also be integrated into a cloud-based omnichannel solution. Agents are more efficient with their time, which reduces human resource costs. Because agents can handle more conversations at once, fewer support agents are required in total. This decreases staffing costs and can help businesses save money.

It can lead to higher customer satisfaction and lower customer churn. This can eventually lead to cost savings by reducing the requirement to acquire new consumers. It also lowered infrastructure expenses because it can be integrated into a company’s existing website or app, eliminating the need to invest in new infrastructure to support it, and saving organizations money on hardware and software expenditures.

  1. Customer Satisfaction Increases as Agent Productivity Rises

Agents can manage multiple customer interactions simultaneously using the live chat channel. Agents who have been appropriately trained to use this channel can handle many simple customer requests at once. As a result of the increased productivity, more customers are served more quickly, resulting in higher satisfaction.

Customers can also multitask while receiving assistance, increasing their productivity. Instead of being tied up on the phone, customers can continue working on other duties while waiting for a representative to answer. Saving and reviewing live chat sessions can help businesses find areas for development and measure customer satisfaction levels over time.


Amit Singh - Founder & CEO

Amit has over two decades of expertise in product development, team building and scaling, and leading software architecture and operations. Amit had firsthand experience with IT pain and frustration while running his prior business and was determined to solve it with ACMA. In developing solutions, he is steadfastly dedicated to establishing a culture based on diversity, inclusion, and ethics. He promotes critical thinking from all walks of life and viewpoints.

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