Let’s cut right to the chase. Customer service is the key to success in the professional services industry.
When you’re selling an intangible product, the experience you deliver holds a lot of weight. You may have the best solution to the problem at hand, but will a client want to work with you if they don’t feel like a priority? Probably not.
While you, a mere mortal, can only do so much in a day, customer service tools like live chat support can provide a direct outlet of communication between your company and potential or established clients. They offer prompt responses, speedy solutions, easy interaction, and less pressure to pick up the phone and talk to a live person — something most modern customers aren’t too keen on doing.
That’s probably why live chat has become a favorite feature among clients, with 41% of clients preferring live chat over all other communication platforms. This was followed by telephone (32%), email (23%), and social media (3%).
Let’s see how live chat has changed the customer service game, and how you can get more live chats on your site.
In a stunning turn of events, live chat offers the highest satisfaction rate at 92%, according to a study performed by Zendesk. Yes, take a minute to digest the information because it truly is a shocking number. Voice came in second at 88%, followed by email (85%) and online forms (85%), and social media.
This makes perfect sense if you think about it. Unlike other forms of communication, live chat offers immediate responses and real-time solutions. It’s a great platform for handling inquiries of any difficulty without having to pass the client from one customer representative to the next (a drawback of phone support). Plus, clients can get the answers they’re looking for without disrupting what they’re currently doing.
Probably the biggest advantage of live chat support is that it’s fast! The 2020 COMM100 Live Chat Benchmark Report states that 46 seconds is the average wait time for a customer to connect with a live agent. In a world where people are always pushing to get things finished quickly, this is a small miracle!
But remember: it’s quality over quantity. Even if you have a mile-long queue, don’t rush to resolve issues quickly just to get to the next person in line. Taking the time to find an appropriate, long-lasting solution is always the way to go — and most clients agree! The 2020 COMM100 Live Chat Benchmark Report also found that higher wait times corresponded to higher customer satisfaction rates. Clients are happier to wait an extra minute for a more correct answer.
Regular business hours? That’s a thing of the past.
Nowadays, 51% of clients want to have 24/7 access to you and your services, whether that’s first in the morning or last thing at night.
Does that mean you have to live in your office in anticipation of client calls? No! Live chats can do that for you.
We know you want to be part of the 79% of companies that saw increased sales, revenue, and customer loyalty as a result of implementing live chat support on their site… I mean, who doesn’t?
The real trick is getting live chat support to do the heavy lifting for you. How do you bring in more live chats? What are the best practices? All these questions and more are answered for you in our latest whitepaper, Top 3 Ways to Get Live Chats for the Professional Services Industry!
Let’s take your customer service to the next level together. Download the whitepaper today to get started.
About the Author:
Kejsi Prifti is a Senior Content Creator at 1SEO by day and a rom-com junkie by night. She can often be found singing off-key in her car, baking just about edible desserts, spending time with her cats, and generally marching to the beat of her own drum.
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