Businesses are always striving to find a cost-effective customer service solution, so live chat offers real-time services to the customers and thus, it saves money. And by live-chat, customers can have their purchase-related queries answered right on time.
Just like some banks do, it connects them instantly with an agent. There are no hiccups. No need to dial a number and press several buttons before you can talk to an agent.
Do you also know that, live chat allows customers to multi-task. This is perhaps the biggest benefit. Over 51% of customers like live chat because it allows them to multitask. Even if they have to wait for a few minutes, they can continue with what they are doing instead of staring at the screen. And by the way, the wait time is negligible. Since they can multi-task, therefore, even they have to wait for a few good minutes, they don’t mind.
And for future purposes, the conversation can be saved. It’s easier to guide a user through text instead of voice. Links can be shared easily through live chat for easy access.
You can as well answer your customer queries instantly. An email, on the other hand, has to be replied several times before the issue is resolved and it might take a few days in the process.