Live chat is an indivisible part of many online services. In recent years, its use has greatly increased. This trend is valid for countries all around the world. But why is it so? Studies show that 51 percent of online customers are likely to buy a product or service while 48 percent are likely to return after purchasing something, all thanks to powerful and engaging live chat software. Its availability alone is the reason nearly 41 percent of customers have trust in a specific company.
Some countries where live chat is practically mandatory for good customer satisfaction are Mexico, Canada, Malaysia, and Australia. Live chat is also very popular among young users, as four out of five under the age of 25 have used it before.
Users from the US think it solves problems and concerns quickly. And the proof for all this is in the growth rate of live chat use. In 2009, nearly 38 percent of customers used it, but in 2012 it reached 50, and it is expected to reach 82 percent by 2018.
Businesses simply adore live chat. It is five times less expensive than using standard phone support and, when used in conjunction, chat also reduces the phone call volumes.
The Customer Satisfaction Rate
It is obvious that customers are more satisfied when live chat is available a website. 92 percent of them agree that a site should have its own live chat, while 85 think forums are a great addition. Support over social platforms such as Facebook and Twitter is also very important. 84 and 77 percent of people, respectively, agree on that.Some countries where live chat is practically mandatory for good customer satisfaction are Mexico, Canada, Malaysia, and Australia. Live chat is also very popular among young users, as four out of five under the age of 25 have used it before.
The Rise of Live Chat as an Online Tool
Live chat offers some serious benefits. 79 percent of online users prefer it because it is fast and provides immediate services. No other communication channel has such immediacy, as the average response time for live chat is exactly 23 seconds.Users from the US think it solves problems and concerns quickly. And the proof for all this is in the growth rate of live chat use. In 2009, nearly 38 percent of customers used it, but in 2012 it reached 50, and it is expected to reach 82 percent by 2018.
Businesses simply adore live chat. It is five times less expensive than using standard phone support and, when used in conjunction, chat also reduces the phone call volumes.