Over the years, technological advancements have innovated business communication. This resulted in the birth of live chat, an essential functionality of a website. This support channel started as an alternative to email and phone call, but as time passes by, live chat statistics 2020 shows that it is one of the preferred communication channels of customers today. According to Forrester, more than 41% of customers expect live chat on websites.
The continuous success of the live chat made numerous businesses utilize it to meet the growing demands of their customers. This option provides clients with instant support and answers. With this, we looked into different resources to find out how live chat is accepted from the perspective of both businesses and consumers. Let’s take a look at the live chat statistics 2020 to verify its status and benefits it brings to businesses.
In terms of mobility, live chat has become one of the main channels. This is mainly because of the continuous advancement in the technology that made people use mobile devices more often.
Now, if you are wondering if implementing live chat on websites is ideal, the answer is definitely YES. 91% of customers globally want real-time assistance. Up to 21% of them prefer this channel as they can multitask while receiving the needed help from the agent.
The use of live chat is continuously becoming more prominent in various business industries all over the world. However, it seems to be growing more on websites related to retail and e-commerce. This is true especially today that the entire world is going through a crisis and almost every transaction is done through online purchases.
The benefits of live chat is not limited to these business industries. It is surely extended to many more, but they are some of the major beneficiaries.
One of the main reasons for its fast adoption is high web traffic. It means your website has a high number of visitors. Businesses must take advantage of it by offering instant and hassle-free customer support on their website.
Phone support is considered as the direct rival of live chat as they are both done in real-time. It has been one of the best mediums for years. But as time passes by, customers are becoming tired of the long queues. Because of this, many noticed the huge drop in the use of a phone answering support.
Remember that having a live chat feature is not enough. You also need to utilize it properly by providing a fast response time and helpful support team for your consumers.
With the help of these live chat statistics 2020, we can say that live chat support can definitely increase sales and boost conversion. Make the most out of it when you outsource live chat with one of the trusted companies in the industry.
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