How are you currently communicating with your customers?
If calling, emailing, or submitting a form on your website are the only means for your customers to reach you, you need to get with the times and make some changes.
Offering live chat on your website is a better way to provide customer service.
According to studies, 73% of consumers say live chat is their most preferred method of communication.
This ranked highest compared to other methods. In fact, 61% of consumers said they preferred email, 48% preferred social media and only 44% preferred phone.
Furthermore, live chat had a 92% satisfaction rating.
This was also the highest satisfaction rating compared to other forms of customer support.
It’s clear your company needs to have this feature on your website. But how do you implement it? You’ve got two choices: chatbots or live chat representatives.
Chatbots are computer-generated responses. They allow customers to receive answers to their questions via AI software.
Experts predict that by 2020, 85% of consumers will be able to manage their relationships with brands without human interaction.
And 80% of businesses are either currently using AI or planning to use AI for customer service in the next two years. Further, 45% of customers say they prefer chatbots for customer service inquiries.
With this technology on the rise, you need to have marketing skills to survive in the age of AI.