27 January 2015 | 4542 views

Website Chat Software keeps customers loyal to brands

Website Chat Software keeps customers loyal to brands

As website chat software usage grows in popularity in the UK, there is evidence not only that it is becoming the preferred method of communication for online users, but also that it is contributing to building brand loyalty. 

Forrester Research has estimated that the overall cost to business of an average length chat session to a customer service representative is just under half that of an equivalent telephone conversation.  The same research also estimates that, apart from being cheaper, website chat software gives businesses a 20% boost in customer/brand loyalty due to a positive experience for users.

One of the reasons for the positive scores attributed to website chat software as a communication model over telephone contact is because of the call wait times.  The canned music often used by businesses is one of the biggest negative features of call centres for customers using them.  Online chat software has a significant advantage in this respect with the ability to use pre-set chat prompts and messages.  Similarly, as customer agents using website chat software can handle several open chats at the same time, not only are wait times reduced but more complex and impatient customers can be escalated or given priority. 

This technical advantage helps to build a positive brand image for users online resulting in repeat visits and increased basket size for ecommerce sites.  

 

Because of the responsive nature of online chat software, businesses can also react quickly in the event of bottlenecks, enabling more chat operators quickly to alleviate problems.  Reacting in this way online users are more likely to experience zero wait times that do not often occur over the phone.

Clcik4Assistance’s website chat software is also highly customisable and can be adapted to your business’ look and feel – even to the extent of adding pictures of your staff where required. 

Customising the chat window is another great step that can help convey your brand positively online 

 

With staff also highly trained to navigate your website effectively – instantly pointing out products and features to customers wherever possible – the online chat software experience helps put your website ahead of your competitors.

To talk about your website chat software requirements, talk to one of our team by clicking here

Popular Blogs

6 Sep 2016

Salford City Council and Their Journey with Live Chat

Salford City is a city and metropolitan borough. Home to 218,000 residents and has been established since 29th March 1926, including the towns of Eccles, Swinton and Walkden. Salford is said to be a great place for tourists, with a range of activities on offer and some great spots for vacationers!

Read more
17 Nov 2016

Card One Banking’s Success with Live Chat on Website

Card One Banking is an independent company that has provided current accounts and payment services since 2007. 

Read more
5 Aug 2016

How to Add Live Chat to my Website? Use a Live Chat Plug-in

This article is part of a series that explains the various aspects when you are considering live chat for your website.  Whether your website has been built by your own developers, an outsourced development company, or you’re using a 3rd party solution such as WordPress at some point you will need to add a chat window plug-in.If your looking to add live support chat to your website, visit this link add live support chat to your website

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!