Why You Should Make Live Chat a Priority In 2016

Authored by Kayla Brehm

Published on December 21, 2015


There’s never been a better time to be a customer, and it’s only going to get better. In 2016, 89% of companies plan to compete primarily on the basis of customer experience, meaning that companies are more committed than ever to make sure that each customer interaction is the best it can be. How are they planning on winning you over?  With live chat.

We learned earlier this year that live chat has the highest customer satisfaction rating out of all customer service channels. When customers are shopping online, the last thing they want is to pick up a phone to get help only to be put on hold for twenty minutes.

So what makes live chat stand out?



Live chat is the fastest and most efficient customer service channel. According to Software Advice, 60% of consumers dislike waiting on hold for even one minute. Live chat is a direct route to a customer service agent and the answers that the customer needs.

Bonus: No wait times!

With skill-based routing, inquiries through live chat go directly to the agent most qualified to handle the issue.



Customers want customer service where they’re shopping at that time. If they’re in store, they look to a retail associate for their answers. If they’re online, live chat is the easiest route to speak to an agent.

“Consumers hate changing channels. If someone shopping online has a question, they want it answered online. When shopping online, 49% of consumers prefer to ask their questions via live chat.” (source)

Switching channels will become even easier in 2016, with more and more customer service teams investigating mobile technology capabilities.


Millennials love it

Millennials are one of the most brand-loyal generations shopping today, with 60% saying that they are often or always loyal to brands they currently purchase. Increase your customer satisfaction by offering a channel that they want- live chat.

Earlier this year Software Advice released a study showing that Millennials prefer live chat over traditional channels. We live in a microwave society that places importance on instant gratification. Live chat delivers.

“Live chat is an added convenience, especially for those who are used to texting and instant messaging. It provides instant gratification (during business hours) that email service sometimes cannot. It’s also a helpful solution for those who prefer not to call to ask their questions for whatever reason.” (Source)

Be there for your customers when, and how they want you. Including live chat in your customer service strategy will give you a competitive advantage, help your bottom line, and turn your customers into brand enthusiasts.



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