79% of businesses say that offering live chat has had a positive effect on sales, revenue, and customer loyalty.
Why should your website be offering live chat?
41% of consumers prefer instant, personal live chat support over any other support channel.
42% of businesses think consumers prefer phone support causing them to invest in the wrong support channels.
Live chat is the only support channel that results in consumers sharing positive experiences more than negative ones.
51% of consumers are more likely to stay with or buy again from a company if they offer live chat support.
29% of consumers experience frustration with scripted, impersonal responses with 35% of them indicating it is the most frustrating part of being a consumer.
How should your organization be using text and video based live chat on your website?
Answering Pre-sale Questions
“Do you have this item in stock?”
“What time do you close?”
“Do you provide commercial services?”
Offer Support
“Here’s a link to the manual.”
“Let me check your service status for you.”
“Have you tries turning it off and back on again?”
Manage Appointments
“What days are you available?”
“Please pickup your item at 3 PM.”
“Yes, I can help you reschedule that appointment.”
