Why using Zendesk chat is important for your business
Reasons can vary but offering immediate support for either closing a sale or aiding a customer in need is paramount to improving the customer experience and driving in more revenue.
A few reasons you might want to consider using Live chat for your business can be found below.
Improve Customer Satisfaction
According to Zendesk’s Benchmark Report, Live chat has the highest satisfaction rate amongst all customer service channels. 92 percent of all chat support interactions result in a satisfied customer, hence why offering chat is so often coveted by successful customer service departments. It’s far faster than email support and benefits from the capability to quickly share educational materials, something that phone/voice support can’t do.
Increase Sales & Revenue
As potential customers scour a site for information on your product or service, having a chat representative available can be as effective as an extra Sales Development Rep. They can answer questions, navigate customers around your site, and funnel qualified leads to Sales. Customers are 3 times more likely to make a purchase when you reach out to them via live chat.
There are many examples like this but Le Tote, an apparel and accessory rental service that uses an automated trigger to open a chat when a customer lingers on the checkout page.This might also be your case. Helping customers who are actively in the buying process can clear up potential obstacles and increase conversions.
Reduce Support Costs
Live chat can make any agent more productive: it gives them the means to handle multiple conversations at once (something that’s definitely harder to do over the phone). The enhanced efficiency means more customers are supported faster, and that means a lower cost per contact. You can have multiple conversations at a time and support more customers.
Zendesk Chat was able to help Miinto, a fashion network, reduce their call volume by 40 percent. They enabled quick-click answers in their chats that could answer frequently asked questions with a single button click. Eventually, they were able to employ less staff to answer more of they customers’ inquiries.
Lower Cart Abandonment Rates
Shopping online is convenient, but not all customers are inclined to purchase whatever they put in their cart. In fact, most of them aren’t: 55 percent of shopping carts are abandoned by customers.
Live chat can give a representative the chance to close a sale that may have otherwise slipped by. They can provide more details about the products in the cart or suggest similar items to add-on. For eCommerce and online retail, it can be a very effective strategy.
Improve Response Rates
It’s no secret that customers don’t like to wait. Live chat allows for fast, real-time answers, meaning customers are more willing to engage with a rep via chat since it resolves their problem quickly. Faster responses mean faster resolution rates, and that means better agent productivity, reduced costs, and – you guessed it – more satisfied customers.
Closing thoughts
You can setup Chat either to be reactive, where your agents react to what your customers are inquiring about or proactive where a bot will take lead and make suggestions.
A reactive experience will be something like this
Customer: hey, do you have any discounts?
Agent: we do have discounts for Samsung phones and Nikon cameras.
A proactive experience will be something like this:
ChatBot: hi, do you want to find out more about our discounts?
Customer: erm, yes, sure, what do you have for me?
ChatBot: **goes bananas because it knows it has Samsung and Nikon discounts in the pipeline**
ChatBot: As a matter of fact we do, please see them below….
I hope the above gives a glimpse into what the conversation could be like and also my attempt at comedy 😅
Let’s remember:
Customers are 3 times more likely to make a purchase if they are assisted by a chat with an agent.
Enjoy your day 🙌
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