Why Live Chat agents are super-heroes

When customers are about to abandon your website and hate the idea of calling your contact center, then it's time to throw them a lifeline. Overwhelming research suggests that Live Help is a powerful way to save sales and delight customers.

Just give me a break!

Everyday life is sprinkled with 'lucky breaks'. Maybe you're late for a big meeting in the city - and the perfect parking spot suddenly comes free, right outside the building? Perhaps your car breaks down but the mechanic arrives in only five minutes and you're back on the road? Or maybe your seat on a punishing long-haul flight gets upgraded to business class for free?

Things were looking grim and then everything changed in a second. We feel relief, delight and gratitude ... telling our friends what happened.

With Live Chat, it's also possible to rescue customers in the nick of time from gloom and frustration — and win their heartfelt appreciation, loyalty and greater business in the process.

Here's how it can happen:

  • Just when confused customers are about to quit your website in frustration because they can't locate something, your Live Chat agents pop up to save the day.
  • Shoppers are about to abandon their carts because they can't find an answer to a shipping question ... and your team intervenes heroically to save the sale.
  • Just when customers dread the prospect of calling your contact center and waiting on the line for an eternity, your online agents answer their query right away.
  • When writing an email and waiting for a response seems the only option for customers, your friendly Live Chat agents appear — and gets it all sorted in seconds.

Great experiences
For customers, Live Chat can be breath of fresh air and transform their experience.

In fact, Live Chat is prized by customers the world over. In the US, 71% of consumers have used Live Chat according to Forrester, while an ATG Global Consumer Trend study found that overall 90% of people consider Live Chat helpful.

For some, the big appeal is extra convenience. For others, it's about something more human, according to one Forrester report: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.”

Either way, it's clear that Live Chat is one of the jewels in the crown of customer engagement.

Customers 'get it' instinctively
It's easy to convince customers to use Live Chat ... you're pushing on an open door.

As an engagement channel, it's familiar, easy, fast and spontaneous. For customers, it feels like they are texting with a friend — not a distant, slow and impersonal organisation. Researchers have found that 79% of customers say that they prefer Live Chat because of the immediacy it provides.

Live Chat can take off quickly. When BMW launched Live Chat with Eckoh in the UK, as an end-to-end buying solution for its cars, their agents handled an astonishing 15,000 Chats within two months.

Live Chat can be highly scalable too, as agents can handle multiple sessions simultaneously.

Crucially, customers value the experience — and reward it too. Researchers found 63% of customers said they were more likely to return to a website that offers Live Chat over one that doesn’t.span class="redactor-invisible-space">

Customer engagement success
If you're wondering what’s holding back your customer engagement today, then consider Live Chat.

It's a killer channel for engagement that delivers a superb customer experience.

Many companies realize this and are investing heavily. In fact, Live Chat's presence as a customer engagement channel will account for 10% of all interactions this year, according to Gartner forecasts.

The question is: Will you be part of the conversation?

Adopting Live Chat can be easier and more affordable than many organizations realize. It has an ultra-fast payback too. See how Live Chat can fit into a successful strategy for your contact center by downloading your copy of the Customer Engagement eBook.

This free guide points the way towards greater customer satisfaction, sales and profitability using Live Help and other important engagement tools.

To find out more about Eckoh Live Chat and other tools available via the Eckoh Experience Portal that can enhance your contact centre why not give us a call on 01442 458460 or email us at tellmemore@eckoh.com.

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Posted by eckoh at 3:48 PM on Jul 24, 2018


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