Unless you’ve been living in a cave, you will have noticed the rise of live chat software in recent years. Those little boxes in the right-hand corner of a website, with their promise of immediate connection to an agent, are popping up on more and more pages across the globe.
And it’s a trend that’s expected to grow. Industry reports predict customer chat to grow 87% in the next 12-18 months – a staggering upsurge, by any standards.
But this massive growth in live chat popularity begs the simple question: why? What is the lure of that little rectangular box on a website? Here, we outline the 3 fundamental reasons your customers are using live chat software.
Consumer empowerment means that your customers no longer stand for having their time wasted. Month on month, customer expectations about when and how they communicate with brands are getting higher.
Your customers don’t want to sit on hold. They don’t want to be ignored on social media. They don’t want to wait days or even weeks for an email response. What they want is for you to be there for them precisely when they need support – immediately and in real-time.
It’s live chat software that enables the immediacy that customers crave. With its satisfying single-click connection to a company employee, live chat gives busy customers instant attention, speedy service and rapid resolutions.
Live chat software is singularly convenient. Compare it to the telephone, where customers have to take time out of their day to sit on a call – unable to go about their daily business.
Or compare it to email, where customers must first uncover the relevant email address, then type out a subject line and a formal message with introductory greeting, main message and closing sign-off. (All without the guarantee of a response.)
Customers are choosing live chat software because it is accessible and unobtrusive. While browsing a website, chat is the low-barrier option – easy to find and offering no channel disruption or interruptions to the normal day.
We’re all talking less, and typing more. Starting with the likes of MSN and now progressing to channels such as WhatsApp, Messenger and iMessage, messaging apps are taking over the way we communicate.
Live chat software offers familiarity. Echoing the informal, instant chatting we’re accustomed to through our modern mobile apps, live chat at once creates a more appealing environment for customers.
Simply put: live chat software feels user-friendly and on-trend. Rather than a disused, odious communication channel, chat is a more casual continuation of the everyday messages we type out to our friends and family.
Your customers have spoken. They demand a chat option – for its speed, its convenience and its familiarity. Start your free trial of WhosOn live chat software today.