It’s no secret that people love convenience when it comes to customer service.
That’s why live chat is fast becoming people’s first choice for handling customer service queries. People expect immediate and effective solutions to their problems, and managed live chat has become a valuable tool for businesses looking to meet these demands.
Live chat provides real-time customer support while enhancing engagement and satisfaction, helping brands create happy customers willing to shop with them again.
Below, Bizik, the UK’s favourite managed live chat provider, will tell you why managed live chat is crucial for customer retention and how it can strengthen customer relationships.
1. Instant support meets customers’ expectations
Customers today expect instant responses. In fact, according to research by Software Advice, the main reason customers prefer live chat to other customer communication methods, like contact forms and email, is the fact they can get an instant response.
When customers know they will get their questions answered quickly, they are more likely to contact you and continue to do business with your brand.
2. Personalised interactions improve the customer experience
Managed live chat lets agents tailor and personalise interactions, thanks to live chat’s in-built capability to record customer data and context from previous conversations.
This approach helps agents form a connection with customers, which prevents customers from getting frustrated by having to repeat their information over and over.
Personalised customer service is linked to higher satisfaction and retention rates. Customers are more likely to stay with brands that know their preferences and needs, reinforcing loyalty over time.
3. Real-time problem-solving is more efficient
With live chat, customers can receive answers, guidance, and follow-up assistance in one session. This frictionless, efficient experience is essential for customer retention, as quick and easy problem resolution reduces customers’ frustration.
A positive support experience makes customers more likely to continue engaging with your brand, safe in the knowledge it won’t take up too much of their time.
4. 24/7 availability means support at a time that suits the customer
Though customer service lines have traditionally only been open during 9-5 working hours, customer needs and expectations are changing. As customers typically work during these hours, they are too busy to shop or follow up on issues. People appreciate when they can handle their issues at a time that suits them, which often turns out to be in the evenings or on the weekends.
Managed live chat allows businesses to offer 24/7 support, which is also accommodating for customers in different time zones. This around-the-clock availability demonstrates a business’s commitment to customer service and signals to customers that support is there whenever needed. This can improve customer loyalty, as it aligns with customer expectations of immediate, uninterrupted support.
5. Managed live chat collects valuable customer feedback
Live chat allows businesses to gather real-time feedback on products, services, and support quality. Companies can uncover customer pain points and preferences by analysing chat transcripts, allowing them to improve their offering continuously.
Listening to customers and acting on their feedback helps businesses meet their needs and expectations. Customers who feel heard and valued are likelier to remain loyal to a brand.
6. Live chat boosts conversion rates
Managed live chat can help businesses increase sales by assisting prospective customers in real time, answering questions, resolving concerns, and guiding them toward purchasing decisions. According to Software Advice, live chat can increase a company’s conversion rate by 3.84%.
Customers receiving support during their purchasing journey are likelier to become loyal. Positive experiences set the tone for a long-term relationship, leading to higher customer retention rates.
7. Proactive engagement reduces customer churn
Live chat agents can proactively contact customers and offer assistance before encountering issues. For example, an agent could check in with a customer on a website for an extended period, offering help before frustration sets in.
Proactive engagement helps address issues early, which reduces the risk of customer churn. Customers who feel supported without asking for it are more likely to stay loyal to a brand, seeing it as attentive and customer-centric.
Conclusion: start using live chat to drive your customer retention
Managed live chat offers a direct, real-time line of communication that customers expect and appreciate. By offering prompt responses, personalised interactions, and proactive engagement, managed live chat enhances the customer experience, ultimately leading to higher retention rates.
Are you looking to build a live chat service into your customer operations? Look no further than the UK’s most trusted provider, Bizik. They will give your business a reliable, customer-focused live chat solution supported by their team of highly experienced agents whose expertise helps foster loyalty and retention. Get in touch to book your seven-day free trial today.