A Look at Why Live Chat Improves Engagement

At CES International on January 9th, during a keynote session, Salesforce’s CEO Marc Benioff noted that customer service is “the new marketing.”  Ultimately, if you take care of your customers, their good will shall take care of you.  At SnapEngage, we believe that live customer support chat is the best way to take care of your customers.

One of the first benefits that comes with live customer support is that the support is, by definition well live.  One of the advantages to going to a physical store in the real world is that a customer knows he or she will have someone there to whom they may ask questions. It is one of the downsides to e-commerce that customers are often lost at sea should they need more information. With live customer support, then, the customer has the option to get that assistance if they need it.

Hide and seek is fun, just not with customers
A game best played with kids, not your customers! Image: Luis Miguel Bugallo Sanchez

The immediacy of that assistance is important.  Sure, a customer can send an e-mail with all of their questions, but while they wait for a reply, they may decide to take their business elsewhere.  In a live chat window, however, the customer knows that the question is being considered and will be answered soon. Hide and seek is fun, but not when it comes to supporting your customers!

What’s more, it is cost effective.  Cheaper than other live methods like the telephone, and frankly a lot better.  If it’s the difference between a chat window on a screen and holding a phone up to their sweaty ear while being reassured that “your call is very important to us,” most won’t choose the latter.

And that’s where “the new marketing” kicks in.  Frankly, there is a lot of indication that customers prefer this form of live customer support.  In an article on MoneyCrashers, they point out how they prefer the “7 Benefits of Life Online Customer Service Chat.”

  • They get any agreements in writing (which is also a benefit to the business, knowing exactly what has been promised)
  • They get to appear to remain calm, even if frustrated (reducing stress all around)
  • They can see that they are communicating clearly (and the business can see that they are doing the same)
  • They feel free to call for someone else
  • They save time by not being on hold or repeating the same information over and over again
  • They get to maintain their privacy, since they don’t have to worry about being overheard on the phone at work
Image: Flickr CC ABCArchives
I like the sound of that!
Image: Flickr CC ABCArchives

And as the business offering these benefits to customers, that great customer service blossoms into great marketing.  Client loyalty grows, as does customer confidence. That is awesome Word of Mouth Marketing!

According to WOMMA (Word of Mouth Marketing Association) people were 55% more likely to recommend a brand or a service if they had a great customer service experience.

If you’re looking to get this road to great customer service started, please don’t hesitate to contact us.