Why use chat?

Chat is an effective way to interact with your customers and often times will help to provide your business organization the flexibility to provide quick and convenient answers. today’s consumers are leading a multitasking lifestyle and do not have the available time to sit on a phone waiting to reach a customer service representative with a quick question. In addition, a majority of millennials primary mode of communication is via chat apps, SMS, and social messaging platforms. Our customer behavior is shifting to multi-mode communication.

In the past five years, live chat has increased to 58% (Forrester). As businesses want to grow and evolve, we need to adapt to our customer’s behaviors. A recent study conducted by Forrester Research found that 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. This impacts not only your customer base, but also your business’s bottom line.

In a traditional call center model, phone support can be quite costly from labor to carrier costs. With Chat, you eliminate the carrier costs and your agents can now handle multiple customers allowing greater efficiencies and productivity within your organization. The end result is the ability for an organization to cut their overall costs by 35% to 50% by incorporating chat into your platform.

Implementing chat allows your organization to improve your customer experience while simultaneously reducing your cost.