Live chat has become the preferred method of communication for many customers wanting to contact brands with questions or needing support. This method ensures customers get timely feedback from the support team rather than waiting for an email response. In 2017, the live chat software market was predicted to reach $987.3 million by 2023, so it’s natural for customer service teams across all industries to feel the need to adopt this channel of communication.
Offering current customers a live chat option and real-time response to queries can minimize bounce rates and support costs for organizations while enhancing the customer’s experience. Sixty-three percent of customers say they are more likely to return to a website that has a live chat feature – which speaks volumes for its benefits.