Live Chat: What else delivers nearly x20 payback?
When it comes to return on investment, the figures for Live Chat are worth shouting about: For every dollar you spend, you could earn close to 20. The proof is out there.
Turn defence into attack
Live Chat is one of the jewels in the crown of customer engagement and can smooth out the bumps when customers need to contact you. Customers get frustrated when they are forced to call the contact center. Live Chat is a great engagement channel for your customers when they want a faster alternative to both voice and email.
But it's not just about improving the customer experience. Live Chat also boosts your bottom line. It's an excellent way to lead customers by the hand towards greater engagement and sales. The stats speak for themselves ...
Solving a costly problem
Live Chat can sometimes be viewed as an expensive gimmick or a nice-to-have. Maybe some companies believe their websites and apps are so slick and intuitive that everyone finds them effortless? But this attitude can border on arrogance ... and prove costly.
In reality, many shoppers wobble and waver during the purchasing process — perhaps a lot more than we realize. Forbes reported that 83% of online shoppers need assistance to complete an order. Other research found that 77% of customers won’t make a purchase if there’s no Live Chat support. In other words, companies may be losing vast numbers of potential customers ... without even realizing what's happening right now.
However, if you see customers struggle - and offer to help - then everything changes.
From its own research among organizations using advanced Live Chat services, Eckoh discovered that customers are three times more likely to make a purchase when you reach out with a Live Chat. For example, if a customer is stuck on the checkout page, you can automatically trigger a Chat and help them to complete their purchase. Live Chat software will read their behavior during their website journey and intervene at make-or-break moments like these.
Rapid and rewarding ROI
Live Chat isn't just about saving the sale. You can boost basket values too. Analysis of Eckoh’s Experience Portal customers found that consumers who took advantage of Live Chat tended to spend 30% more on average than those shoppers who served themselves. Consumers revealed that this was because of the direct and personal nature of the contact.
People come back for more too. According to ATG research, 62% of consumers reported being more likely to purchase from a site again and 38% said they had made their purchase due to the Live Chat session itself.
Live Chat saves money for companies: Agents can handle multiple Live Chats simultaneously, call queues can disappear and the cost per interaction reduces.
What's more, the payback can be astounding. Over a 12-month period, organizations that used Eckoh's Live Chat services earned nearly 20 times their investment from sales through Live Chat.
Ready to get started?
If you're wondering why sales revenue isn't growing fast enough from your contact center, then begin a conversation within your company about deploying Live Chat. With a cloud-based service, it's simple to get started — and can transform a company's fortunes very quickly.
Download your free copy of the Customer Engagement eBook for expert advice and insights on Live Chat and other powerful tools for improving the customer experience and your bottom line.
To find out more about Eckoh Live Chat and other tools available via the Eckoh Experience Portal that can enhance your contact center why not give us a call on 01442 458460 or email us at firstname.lastname@example.org.
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