People today are increasingly choosing live chat. Online, the need for quick and personal contact is growing, especially among millennials. Live chat not only improves the customer experience, it also increases employee productivity. Time to integrate chat into your call center.

Response speed

Customers today choose live chat more than they did a few years ago. The response speed is many times faster than e-mail and this way the phone remains available for other things, be it work or private. It is also an ideal way for home workers to ask a quick question while working. Waiting for a response is perceived as less annoying with chat, and if the quality of the answer is the same as you get through other channels, why not use it? Millennials in particular rarely call. Whether it’s text, WhatsApp or Facebook Messenger, millennials prefer communication that is mobile and instant, so they can respond immediately and on the go.

Some impressive numbers

• 75% of people prefer live chat to any other channel.
• 51% of customers want companies to be available 24/7.
• 63% of millennials prefer that their basic customer support questions be answered via live chat.
• The global live chat software market is expected to grow to $987 million by 2023.
• The average customer satisfaction rate when using live chat service in the technology industry is over 87%.

Productivity

Not behind every chat box is a flesh-and-blood person. Today, live chat can also be supplemented by chatbots and even AI chatbots. Linked to up-to-date knowledge base articles, an organization can provide the right information to its customers very efficiently and instantly. That way you can help even more customers, reduce wait times and increase customer satisfaction. Then your employee can pick up those questions where human contact is really needed.

Inspired?

Do you want a call center that is ready for the future? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your organization. Want to get acquainted first? Stay informed by signing up for our newsletter.