And more comfortable customers tend to buy more and remain loyal.
Why add live chat to your website?Īdding live chat to your website allows you to meet your customers where they’re most comfortable having a conversation. This enables service teams to scale up and continue to provide great service-without a ballooning headcount. The asynchronous nature of messaging eases the pressure on service agents because customers can handle other things (like walking the dog or shopping) while they wait on an agent’s response. Live chat software and messaging provide all three. In their time of need, customers expect convenience, speed, and personalization from support teams. (Source: Zendesk Customer Experience Trends 2021) 58 percent on Facebook Messenger and Twitter direct messages.From 2020 to 2021, support ticket volume jumped: And that growth is spread across a variety of channels. Nearly a third of customers messaged a company for the first time in 2020-74 percent of whom say they plan to continue.
And in the past year, customers have flocked to messaging and live chat apps to request service. Businesses should be wherever their customers are, especially when those customers need help.
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