The world is changing drastically, online customers now expect a more instant and personalized connection with companies. Today, customers expect to get real-time responses with solutions to their problems.

This is where live chat comes in. It is proven to be the preferred means of communication as it provides customers with instant attention when compared to phone calls and emails. The instant communication capability helps in boosting engagement, a concept known as “speed to lead”.

When it comes to managed live chat service, the future increasingly relies on AI and automation. Therefore, it is expected that a rise in hybrid chat models, which is a combination of human chat agents and AI chatbots will be seen in the future. This hybrid chat model offers a more efficient and enhanced customer experience

The Current State of Managed Live Chat Services

Managed live chat services have been allowing businesses to meet customer satisfaction and loyalty. Customers now expect businesses to offer live support as part of their service suite. This expectation is driven by the need for instant responses, bookings, and resolving queries.

Today, live chat stands out for exceptional customer service, building brand loyalty, customer relationships and driving sales. Here are some key trends in managed live chat services:

  • Real-Time Engagement: Customers now expect instant answers to their questions. With chat agents ready to assist in real time, businesses can address customer concerns promptly. It helps in improving customer satisfaction and increasing the chances of converting inquiries into sales.
  • Widespread adoption across industries: Managed Live chat services are spreading from retail and e-commerce to finance, healthcare, and beyond. The widespread adoption shows the value of real-time support. Industries with complex products or services, where customers often need immediate assistance to make informed decisions need live chat services the most.
  • Lead generation: Rather than waiting for customers to seek help, chat agents can initiate conversations or provide assistance based on user behavior. This approach helps in guiding customers through the buying process but also as a lead generation tool. By capturing and qualifying leads, businesses can increase conversion rates and grow their customer base.
  • Insights and Performance Monitoring: Businesses require access to detailed analytics that track customer satisfaction, chat performance, customer behavior, and agent efficiency. These insights allow companies to improve their strategies, identify customer common issues, and make decisions to improve service quality. Performance monitoring also helps in development and training, ensuring chat agents deliver top-notch service.
  • Multilingual Support: Global businesses need multilingual support to cater to a wider customer base. It helps companies to operate in international markets, as it allows consistent and accessible support to customers regardless of language barriers.

 

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Key Benefits of Managed Live Chat Services

Managed live chat agents provide a better overall experience, whether or not they are talking to a bot or a human. There are multiple benefits of adding managed live chat to your website, but what are they exactly?

1. Instant Customer Support

If customers are confused and cannot find the information they are looking for, you will lose business. Managed chat services allow instant resolution with the “first contact.” For example, as many as 5 live chats can be managed by a live agent at once.

Live chat is way quicker than traditional phone support which allows users to find personalized answers to their specific answers within seconds.

2. Increased ROI

Live chat allows for an increase (Return on Investment). The average live chat response time is around 22 seconds, unlike emails or phone calls which take an average of 10-12 hours to gauge a response. The lack of response from phone or email can increase bounce rates.

Almost 63% of customers who use live chat are likely to return, allowing your company for long-term returning customers. Moreover, visitors who converse through live chat and have a positive experience are likely to buy or convert on your website. When it comes to live chat, your ROI will improve considerably.

3. Available 24/7

People visit websites at different times of the day. That is one of the main benefits of a website – always open! Today’s customers expect immediate responses, regardless of the time zone or hour, making 24/7 availability essential for any business. For companies with a global customer base, this expectation becomes even more critical.

Managed live chat services ensure that your business is always available to address customer needs, providing seamless support across different regions and time zones. This round-the-clock accessibility not only enhances the overall customer experience but also ensures that no query goes unanswered, helping your business build trust and loyalty worldwide.

Chatbots vs. Managed Live Chat – Which one do you need?

Live chat for business offers numerous benefits, but what type of live chat is suitable for you? Both services are meant to help increase sales, engagement, and overall customer experience.

Chatbots are powered by Artificial Intelligence (AI) or Natural Language Processing (NLP) to provide answers to common questions.

Managed live chat is helpful if your service or product is complicated, it is also great for building rapport with visitors. For example, if you own a car dealership or a real estate agent, visitors will likely want as much information as possible before booking an appointment or visit.

The complexity is different when it comes to buying any online service or answering common queries.

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Conclusion

Managed live chat service is an indispensable tool for businesses to meet customer expectations. Whether your business operates on a global scale or serves a niche market, managed live chat will help build stronger customer relationships.

Businesses can make informed decisions about their customer support strategies to improve user experience and achieve long-term success. Investing in live chat service is a strategic decision that can directly impact the bottom line of your business.

Don’t just keep up with the competition – lead the way. Opt for managed live chat for your business today. Unlock the true potential of your business and boost sales. The future of exceptional customer support is here, and it’s time to make it work for you.

Contact LiveAdmins at (877) 771-6067 for a free Live Chat trial.