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Why Live-Chat Customer Support Is a Business Must

Customers of today are spoiled for choice. One unfortunate experience with a company, and they won't take much time to switch to a competitor.
It doesn't matter which industry your business is in or how fast it's scaling up. If you don't focus on customer service from the start, you will bleed revenue.
Here are a few statistics highlighting the importance of customer service:
  • 73% of customers say excellent customer service influences their brand loyalties.
  • 95% of customers discuss their bad experiences with others; and, as we know, word of mouth travels fast.
  • 89% of businesses will compete majorly on customer experience in the future.
Customers who get their queries or complaints resolved from businesses via social media spend 20-40% more on those businesses. However, 62% of customers are more likely to repurchase from a company that offers live-chat support.
That's right: 62%.
In the last couple of years, live-chat has emerged as a powerful platform for resolving customer issues. A 2010 Forrester study found that customers say having their questions answered by a live person on chat, in the middle of a purchase, is one of the most important features offered by any website. That remains unchanged even after a decade.
Let's take a look at how delivering live-chat support to customers makes all the difference.

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