How does web chat enhance a customer experience ?

Every business owner wants to have a stronger digital presence after the recent pandemic. Customer service and customer experience are the backbones of any online business. Implementing live chat support is one of the most important steps towards claiming all the benefits for your business as well as your customers.

Webchat is one of the most dynamic mediums to directly communicate with your customers. According to a report, 73% of customers prefer live web chat as compared to 61% for emails and 44% for phones. According to another report, 63% of customers return to businesses that offer live chat support. Live chat is a far better medium for interaction as compared to phone calls and emails. Webchats are comparatively cheaper and easy to manage along with many other benefits that make it far better than the other two platforms.

Businesses that implement web chat can convert ordinary web visitors into customers that add value and profit. Read this article from start to finish to know how you can use webchat to convert visitors into revenue.

What is WebChat?

Webchat that is also known as live chat is a tool that allows customers who visit a website to directly communicate to the customer support team through chat. This way the customer support team can address and answer all customer queries in real-time.

Benefits of Using Web Chat

According to a survey report by Market Insider 80% of customers from the US pay more so that they can have a better customer experience. Webchat is all about providing the best customer experience by answering customer queries and resolving issues in real-time. By perfectly implementing webchat business owners in the US and other European countries can outgrow their competitors.

Here are some other important benefits of using webchat:

Webchat allows customer service communication through live chat software. This allows customer support representatives to answer queries quicker than chat, email, or phone calls. Providing immediate answers to customer queries enhances the brand experience.
Web chat allows businesses to provide real-time assistance to customers who have a query in mind about a service or a product they want to buy. Once their query or confusion is resolved they can easily make a purchase hence increasing the conversion rate.
Customers prefer live chat and not having live chat support can demotivate the customers. In today’s world not having webchat ready and working can do more harm than good.
Webchat boost customer satisfaction and customer loyalty as this customer service channel increases customer engagement with a business owner or representative.
Customers expect a live chat service to be operational as most customers love live chat because it enables them to get assistance right away without any delay or barrier.

5 Amazing Ways Web Chat Can Enhance Customer Experience

Web Chat Can Enhance Customer Experience

1) A Lot Easier to Use and Manage

Most business owners love using web chat as all the details are so easy to comprehend understand and then respond to. Phone calls make it hard to note down and understand important details from customers. Emails are very hard to manage as they require referencing and management that wastes a lot of time. On the other hand, live chat technology allows the customer support representative to see the customer query along with complete chat history and then respond to it without any hassle.

Webchat also allows customer support agents to share links and documents with customers during conversations. The customer can then easily reference the provided information that helps resolve their queries in no time.

Unlike emails live chat conversations allow a conversational chat style that saves time. It saves time as there is no need for recalling previous conversations or adding unnecessary details.

You just have to make sure your web chat supports conversation-based interactions, which means the customers should be continuous. Business owners also need to make sure that conversations don’t time out very quickly. Having a record of all the previous chat interactions can help the chat support representative to quickly understand what the customer needs and then respond accordingly. We recommend TrustAnalytica as this modern tool can help manage chat interaction like no other tool.

At the end of the chat session, sending the transcript of the chat to the customer through email can make it easy for the customer to reference all the information.

2) Increase Conversions and ROI

According to a survey report by Forrester, website visitors who use chat conversation are 2.8x more likely to convert. This stat suggests that providing real-time immediate solution to customer queries help boost conversion rates by a fair margin. Webchat enhances the overall customer experience by converting ordinary website visitors into revenue.

It also helps shorten the sales cycle as customer support agents can proactively engage the customers when they are stuck somewhere. Hence improving the chance of sales and an increased conversion rate. The ready and waiting live chat support allows customers to connect in real-time which reduces the website bounce rate. This helps the website rank up in the SERP and attract more customers.

3) Answer Common Queries with Canned Responses/ ChatBots

Unlike phone calls that can be missed and emails that take too much time to respond to; webchat can be programmed to provide canned responses to frequently asked questions. Thanks to modern technology, artificial intelligence-based chatbots can quickly and effectively respond to customer queries that are not so common. Chatbots learn how to respond to different customer queries through deep learning algorithms, this allows business owners to respond to customer queries in real-time without even hiring an agent.

Here is how to use canned responses to enhance customer experience:

Canned responses should sound genuine and natural to the customers.
Canned replies should build trust and satisfaction between a customer and the company. These canned responses should also match the brand’s voice.
Personalize the canned responses as much as possible so that the customer should never be able to tell the difference between a chatbot and a real support agent.

4) Resolve issues correctly

One of the most notable benefits of web chat is that it helps customer support agents to resolve customer issues in real time. Unlike phone conversations and emails live chat support is by far the fastest tool that offers great customer service. As a customer having an immediate response to a query through webchat encourages you to trust the online service provider.

Satisfied customers provide good customer feedback which is the key to building a brand’s reputation. Here are some pro-tips on how you can offer live chat support to enhance customer experience:

For personalized solutions use face-to-face video chat so that the online customer would be able to your online organization.
Use chatbots or canned responses while your customer support agents are busy elsewhere.

Customers tend to have a positive impression of the organization that respond to them in real-time and professionally respond to their queries,

5) Curate insights from existing customers

Customer queries and questions can help business owners see what’s lacking in their website and then make changes to their website based on customer queries. For instance, if many customers are having some trouble with the order form and they are contacting the support agent through webchat then there is definitely something wrong with the order form. Using customer feedback to resolve website problems can also enhance customer experience by a big margin.

In conclusion, webchat is one of the most important modern tools to enhance the online customer experience. Webchat tool is not only cheap and easy to use but it also helps organizations build a brand image by providing real-time support to everyone. The online web chat tool is a must-have thing as many websites can’t even survive without webchat.