This is a very intriguing question, and there is no clear-cut answer to this. A good deal of the time, the purchase decision is already made well ahead of the customer’s purchase. Brand loyalty is a significant factor to consider when we look at the factors influencing a purchase being made.

Every business should do its best to ensure brand locality in customers. Any company that successfully retains its customers and brings them back for more purchases will see a many-fold increase in profits generated. Keeping a customer is much more efficient than getting a new customer. There are many ways that businesses can get and increase customer loyalty. Here we are looking at digital communication channels and how they can promote customer loyalty; mainly focussing on Live Chat communication as a mode of digital communication and how it encourages customer loyalty and satisfaction.

As most business owners already have figured out, customer loyalty is linked closely with customer satisfaction. In simple words, a satisfied customer will buy from you and stay with you, whereas an unsatisfied customer will leave and not buy from you. It takes just one bad experience for a customer to never do business with you again. This makes having an accessible mode of communication for customers to reach you critically as no customer will wait and expect solutions through emails and phone calls etc. They require immediate contact with the business and want assurance that their issues are essential for the company and will be taken care of properly.

According to Parature, 12 positive customer service interactions are needed to compensate for a negative one, working out to a 1200% increase in efforts to retain a customer.

According to McKinsey’s research, 70% of customers base their purchases on their experience and how they are treated.

According to Comm100, Live Chat has the highest customer satisfaction rate of 71% against email and phone calls at only 62% and 45%, respectively.

Now the critical question is, how do you keep your customers satisfied? You find out what they need, and provide support promptly. This is an essential requirement to achieving and maintaining customer satisfaction. The key to this success is proper communication between the business and the customer.

Importance of Communication

The traditional methods of communication used by businesses are websites, newsletters, and social media. However, these are primarily one-sided communication. Projecting your company goals and showcasing your corporate vision is less effective than listening to your customer and addressing their issues. Asking questions of customers and going through their answers is an outdated model of communication with your customers. A customer rarely gets the right questions when the company is asking; they get the best and most relevant question when they are looking for a product or browsing the web trying to learn more about something they need.

Live Chat Services are a relatively new mode of communication or a forum where the customer can initiate the contact and modify the queries as they work out the answers through communication with the Live Chat Agent attending to them.

How Do You Build Customer Loyalty Through Live Chat?

Live chat is a means for website visitors to communicate with the company in real-time. It is an additional means for the customer to get in touch with your company. It’s popularity is increasing almost daily as the benefits become apparent to both the customers and the businesses.

Live chat is the first point of contact between the business and the customers, and it can potentially lead to a lifetime relationship between the business and the customer. A positive outcome of the initial contact promotes customer interaction. However, in today’s world when instantaneous gratification is expected, even a 30-second delay can lead to losing the customer, so you need to have a live chat adequately staffed and ready to interact with the customers.

An effective live chat tool needs to be easily located on the website and should ideally respond to the customer within a short period of time. LiveChat Agent does not make the customer wait. Any customer coming to a website we are covering gets an almost instantaneous response from our agents. No query is left unanswered when you have our agents covering your chat. Our chat agents can attend up to 5 chats efficiently at a time, and this ensures that every customer coming to our sites and asking a query gets his answer almost instantaneously.

Evenings and weekends are the times when Live Chat queries are at the maximum. The customers usually start browsing during the times they are free, and they will ask questions as they come across them. The ideal time to answer their queries is when they are online. A proper answer when they are online can make the difference between a sale and no sale. The customer is satisfied when we give them the correct answers to their queries. This further makes them lean more towards purchasing as they are confident that they can get any help regarding their purchase while on the website itself.

When customers discover a Live Chat function on your website, they will make use of it. However, improving the user experience on Live Chat is not easy; it comes with its requirements. If these requirements are not met, the product’s value is lost, which will be counterproductive. When you integrate Live Chat into your customer service, you give your online visitors and customers more value. Is it worthwhile having a Live Chat to retain customers? Yes, when appropriately utilised, a live chat is the best way to get your customers the required level of support that they need to ensure that they not only spend time on your website but also spend money on it to purchase your products.

Why LiveChat Agent?

LiveChat Agent is a fully managed live chat service. We offer the human touch while dealing with your customers. Our agents are fully trained to interact with your website visitors and address their queries so that they are converted to loyal customers and are willing to buy from your business. We build trust with the website visitors, collect their needs and required data, and provide them the necessary level of support to ensure that they are motivated to buy from your website.

The best aspect is that LiveChat Agent is always available to chat with your visitors and clients on your website, 24 hours a day, seven days a week. Aside from that, the team is available to answer their questions and assist consumers in finding what they’re looking for. You can never go wrong with LiveChat Agent for your business.

To learn more about optimising customer service for your website visit us at https://www.livechatagent.com.au/ or give Tracey a call at 1800 332 428.

Also Read: How Live Chat Services Can Support Your Marketing Campaign

• Author Details

Author Details

Tracey Horey

CEO of Live Chat Agent

Tracey Horey is a 20 year veteran of the Automotive industry and has been writing Automotive content and helping Dealerships optimise their digital space for over 15 years. Her experience working with various sized dealerships and her passion for exploring and understanding new tools for the auto industry has given her an in depth understanding of the challenges all dealerships face in a changing landscape.

accounts@livechatagent.com.au

1800 332 428