27 January 2015
Website Chat Software keeps customers loyal to brands
As website chat software usage grows in popularity in the UK, there is evidence not only that it is becoming the preferred method of communication for online users, but also that it is contributing to building brand loyalty.
Forrester Research has estimated that the overall cost to business of an average length chat session to a customer service representative is just under half that of an equivalent telephone conversation. The same research also estimates that, apart from being cheaper, website chat software gives businesses a 20% boost in customer/brand loyalty due to a positive experience for users.
One of the reasons for the positive scores attributed to website chat software as a communication model over telephone contact is because of the call wait times. The canned music often used by businesses is one of the biggest negative features of call centres for customers using them. Online chat software has a significant advantage in this respect with the ability to use pre-set chat prompts and messages. Similarly, as customer agents using website chat software can handle several open chats at the same time, not only are wait times reduced but more complex and impatient customers can be escalated or given priority.
This technical advantage helps to build a positive brand image for users online resulting in repeat visits and increased basket size for ecommerce sites.
Because of the responsive nature of online chat software, businesses can also react quickly in the event of bottlenecks, enabling more chat operators quickly to alleviate problems. Reacting in this way online users are more likely to experience zero wait times that do not often occur over the phone.
Clcik4Assistance’s website chat software is also highly customisable and can be adapted to your business’ look and feel – even to the extent of adding pictures of your staff where required.
Customising the chat window is another great step that can help convey your brand positively online
With staff also highly trained to navigate your website effectively – instantly pointing out products and features to customers wherever possible – the online chat software experience helps put your website ahead of your competitors.
To talk about your website chat software requirements, talk to one of our team by clicking here