How a Live Chat Widget Transforms the Client-Customer Relationship

Business leaders understand the importance of establishing and maintaining strong customer relationships for sustainable success. They also understand the challenges involved in achieving this — most of which stem from fast-evolving consumer behavior.

To help alleviate many of these problems, companies are increasingly turning to live chat widgets. The reason? They’re fast, convenient, and cost-effective. Most importantly, customers are demanding them.

Your business can benefit from this technology too. Find out how this essential website feature is transforming client-customer relationships and driving business growth below.

3 ways chat apps improve customer relationships

1. Build trust

75% of people prefer live chat to other communication channels. When customers speak in numbers like these, it’s important to listen. If you can then follow it up by implementing the appropriate measures thereafter, your business will be perceived as attentive, available, and responsive. It’s a great way to establish trust, which delivers many useful benefits, including engagement, loyalty and advocacy.

Live chat also makes it easier to provide 24/7 support for your customers. It means customers can contact you at any time of day, from anywhere in the world, and receive immediate assistance. No excessive call charges amplified by lengthy wait times! That convenience further strengthens customer trust in your brand and helps to boost conversions.

2. Boost first-contact resolution

First contact resolution refers to the ability of your first point of contact to resolve any customer issues directly, without passing them on to another team member. It’s common knowledge that many customers pick up the phone and dial in for simple queries that don’t necessarily require telephone support. This is where live chat software really shines.

In addition to boosting first contact resolution, live chat also:

• Frees up more time for your telephone support team to deal with more complex issues.
• Increases the productivity of your customer service team while reducing staffing costs.
• Improves your speed of service, which boosts overall customer satisfaction.

And it’s also important to remember that increasing first-contact resolution requires excellent staff training. It ensures your first responders can quickly and effectively deal with a variety of issues. This in itself makes for much improved client-customer relationships that ultimately lead to a healthier bottom line.

3. Provide a better digital experience

In a world where consumers increasingly expect on-demand services, implementing chat support on your website is a great way to address this need. It gives customers the chance to instantly get in touch without even leaving your website. In fact, research has shown that customers who chat before making a purchase have a 40% higher conversion rate. If that doesn’t prove the correlation between an improved website experience and sales growth, nothing will.

To further enhance the digital experience, you can strategically add live chat software to uncommon web pages that aren’t your home page or product pages. Incorporating it onto 404 pages or deleted pages, for example, is a good tactic to reduce the number of people bouncing from your website. 

Instead, you can use proactive messaging via live chat to offer assistance before the visitor leaves. That helps you capture more leads for your funnel, where the sales and marketing team can then step in and build relationships accordingly.

Drive customer engagement with ChatSupport

And there you have it; three practical ways to transform your client-customer relationships with a live chat widget. By adding this feature to your website, you can build more trust with your customers, boost first-contact resolutions, and deliver improved digital experiences. This puts you in the best position to increase customer satisfaction and fulfil your business potential online.

Want to learn more about the benefits of chat software? Speak to a friendly member of our team today.