Some conversations can’t wait.
Moreover, you may not realize the value in some conversations until you have them. The live chat movement, made possible by live chat software, helps create new opportunities by initiating dialogue with website visitors. This can translate to in-the-moment sales or upsells and stronger client relationships, in addition to the speedy resolution of issues that previously took tedious amounts of time.
The rise of live chat goes hand in hand with that of social networking communities. Both are empowering businesses to engage with customers and prospects from anywhere, at any time. This enables the timeliest of interactions and a deeper level of customer service for brands across the globe, by letting customer voices be heard and problems be answered from the convenience of their keyboards, at the sites they were already browsing.
Now that we’ve all tasted the sweet nectar of instant communications, there’s no going back to the time of “business hours” and on-hold muzak. Live chat — paired with the emergence of chatbots software, which further automates digital conversations — is fast becoming a standard feature of business websites, regardless of industry.
Do we dabble in live chat here at G2? You bet your booper.
What Is a Chatbot? Read our introductory guide on the G2 Learning Hub.
Studies show that phone, and even email, support are on the decline. The speed and convenience of live chat is only fitting for the swiping, scrolling times we inhabit. It also caters to our realistic schedules (read: all over the place). Whereas calling by phone is usually limited to certain waking hours, live chat allows us to make late-night queries when we actually have the time and desire to shop or resolve issues.It’s like sliding into your favorite brands’ DMs. Or, in some cases, your doctor’s or landlord’s.
The benefits are manifold for all parties involved. And until the next big breakthrough in customer service, live chat is expected to be the status quo for years to come.
Don’t just take our word for it. We’ve compiled some impressive statistics on the matter, which should serve as evidence of the space’s mass appeal and forward trajectory.
Check out some recent chatbot statistics that illustrate the rising technology's prevalence and impact.
Live chat is an unstoppable force in the customer support game, whether you run a gift shop or an insurance office, or fall anywhere in between. But there is more to customer service than simply plopping a chat window in the corner of your homepage. There is an art to grabbing your customers’ attention at the right time and with the right message, following through with the optimal playbook, and also staying out of the way of the user experience. But once you refine your technique, your chat window will become an indispensable part of your business.
If you’re looking for additional help in launching and managing your company’s live chat, consider working with a managed live chat provider, which can take the work off your plate and address your customers’ needs around the clock.
Zangre is a Senior Research Specialist who helped with spearheading G2 Crowd’s expansion into B2B Services. He studied journalism at the University of North Florida — which is still undefeated in football — and joined G2 Crowd in 2016 when there was only one other “Andrew.” He has enjoyed contributing to newspapers and online publications while pursuing music and comedy projects in his free time.
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