Customer service is a vital part of any business. When customers need help or want to give feedback, customer service proves to be a vital communication tool between company and consumer. Generally, companies offer a phone number and an email address to direct customer inquiries and requests for help. Some companies will also provide submission forms on their website that automatically route to a customer service inbox.

LiveChat is a relatively new addition to the world of customer service. Instead of having to make a phone call and sit on hold for minutes (and sometimes hours), or send an email and wait days for a response, LiveChat provides customers an instant way to get solutions to their customer service issues. Customers simply click a “LiveChat” link on a company website, and a chat box/room opens, giving them near instant access to a customer service representative.

Still need convincing that LiveChat is vital to your business? Check out our top five reasons for adding a LiveChat option to your customer service arsenal:

In this day of texting and messaging, picking up a phone is inconvenient. Many customers will procrastinate for days on end and will loathe having to make a phone call to the customer service department of any company. Phone calls often mean long hold times and confusing “push this button” options. By the time a customer reaches a live person, they are often frustrated and annoyed by the whole process. While email is convenient, response times can be slow and if a customer has additional questions beyond the first reply email, they again have to wait 1 to 2 days for any sort of response.

LiveChat eliminates the frustration of a phone call, and allows customers to talk to a customer service representative in real time. Customers don’t have to sit on hold and they don’t have to wait 1 to 2 days for answers to their questions.

LiveChat is a cost-efficient way of providing excellent customer service. With LiveChat, customer service employees can handle multiple chats at once, thereby reducing employee costs. Employees also do not have to spend long hours on the phone, reducing the cost of phone expenses.

Consumers look favorably upon companies that offer LiveChat services. As mentioned above, customers become very frustrated with more typical customer service methods. Companies who add LiveChat are giving customers are another mechanism to make their complaints and thoughts heard. This can engender positive thoughts about the company, as the customer sees that the company cares about giving their customers a voice.

The instantaneous nature of LiveChat can boost company sales. In situations where customers are using LiveChat to get answers about a product or a sales process, a customer service rep can help them decide on a purchase or walk them through a sale in real time. This is an incredibly convenient service, and gives customer service reps an opportunity to “upsell,” as well. Also, customers generally find LiveChat to be a more pleasant experience than a phone call, and may offer repeat business or buy more in a single transaction because of the goodwill generated.

Companies who offer a LiveChat option have an advantage over their market competitors. As mentioned above, LiveChat tends to increase a consumer’s good will towards a company. LiveChat gives customers immediate answers and allows them to offer immediate feedback. The ability to be heard by a company can generate goodwill between the consumer and company, and create a “repeat customer” relationship. Want to get a leg up on your competitors? Offer a LiveChat option. It’s an easy add-on to any customer service program, but still being underutilized in the market.

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