Successfully reported this slideshow.
Create Customer Evangelists through Live Chat Support Software
What could be better for a business than its zealous fans e...
representative easily and the problem at hand is solved immediately. “Voice has the highest satisfaction
rating (69%), whi...
Upcoming SlideShare
Loading in …5
×

Create customer evangelists through live chat support software

4,694 views

Published on

What could be better for a business than its zealous fans enthusiastically recommending it? However, it’s something that ensues only after a great service experience which, in the digital world, can be easily provided through live chat support software. Live chat support service can turn customers into ardent enthusiasts of a brand by simply offering great customer service.

Published in: Technology
  • Be the first to comment

Create customer evangelists through live chat support software

  1. 1. Create Customer Evangelists through Live Chat Support Software What could be better for a business than its zealous fans enthusiastically recommending it? However, it’s something that ensues only after a great service experience which, in the digital world, can be easily provided through live chat support software. Live chat support service can turn customers into ardent enthusiasts of a brand by simply offering great customer service. As much as the internet drives growth and sales for e-businesses, customers too are constantly raising the stakes for better service. Empowered customers’ demand for speed, agility not to mention their heightened scrutiny has made businesses more susceptible to collapse as it’s only up to them to decide who survives and who perishes. That is why evangelists have never been so significant than they are now. To put it simply, evangelism is all about customers having a positive service experience and then feeling compelled to talk about it. Turning one-way publicizing of your business into several promotional conversations isn’t easy. And it’s even harder to acquire when the interaction is all the way digital. Nevertheless, companies can use live chat support software to create evangelists by providing great service experience. With live chat support service, service reps engage the customers by being guiding and helpful without coming across utterly recalcitrant or controlling. Various researches have successfully established the legitimacy and power of customer evangelism as to how referrals and word-of-mouth can be beneficial to businesses in the long run. Some of the statistics are given below. • 55% of the consumers recommend a company because of its customer service. (RightNow Technologies) • 92% of people strongly rely on recommendations from friends and family and consumer opinions expressed online more than any forms of advertising or marketing. (Nielsen) • 77% of customers are more prone to make a new purchase when recommended of referred by friends or family. (Nielsen) • Referred customers have a 37% higher retention rate. (Deloitte) • Brand advocates spend 2x more than average customers on favorite brands. (Zuberance) • Marketing-induced consumer-to-consumer word of mouth generates more than 2X the sales of paid advertising. (McKinsey Quarterly, April 2010) Nevertheless, in practice, everything boils down to providing great customer experience in the first place. E-businesses can start by integrating live chat support software into their websites. Live chat lets company reps engage with customers directly and are available for real-time contact 24/7. It’s the instant problem solving characteristic of this software that creates a great experience and consequently the evangelists. According to Forrester Research, live assistance (i.e. assistance through telephone and live chat) yielded the highest satisfaction ratings as the customers are able to connect with a service
  2. 2. representative easily and the problem at hand is solved immediately. “Voice has the highest satisfaction rating (69%), which is closely followed by chat (63%),” says the report. The Internet and technology are two of the most important things that could whittle the future of a business. And those who do not have incredibly helpful tool like live chat support service can already be down for the count.

×