Discover why it is worth investing in this service channel

Customer service is, without a doubt, one of the most important sectors for every type of business, regardless of the market niche. After all, it is necessary to manage customer relationships and provide an exclusive experience so that they feel valued as consumers and can trust your business. It is with the aim of optimizing customer service in the digital environment that more and more businesses are investing in solutions to increase the chances of retention and boost the conversion of visitors to their pages, differences that are reinforced by the resources and functionalities of online chat. Today, we will present what makes online chat stand out among other service channels in this medium and why it is worth investing and working with this solution in your own business. How online chat impacts your business Service speed Visitor monitoring and proactive approach Convenient for the mobile consumer It's time to invest in online chat How online chat impacts your business When we talk about customer service, it is common for email and telephone to be the first means of communication that come to mind, especially as they are already widely used in the market and have proven their efficiency.

However, with regard to the modern consumer's Colombia Mobile Number List satisfaction index in relation to the service channels offered, online chat stands out by pleasing at least 73% of consumers served, while in e-mail, this index drops to 51% and in phone, only 44% are happy with the services provided, as shown in this survey by Invesp – a North American company that offers solutions for optimizing conversion rates. Furthermore, their study also states that customers are 63% more likely to return to business pages that offer online chat and, after a customer service session with a representative from their team, customers spend up to 60% more compared to customers not served by this channel. Taking these numbers into consideration, it is easy to understand why more and more companies are investing in this service channel, as well as why visitors today expect to find this communication option on their page. But you must be curious to know what reasons support these statements, right? Let's talk about the features of online chat and compare them to other options for assistance. Service speed Response time is one of the most critical metrics when optimizing your customer service, and can make all the difference during the interaction between company and consumer. Your customers don't want to wait to receive answers and solutions to their questions and problems.



It is important to consider that, while browsing your page, your customers know that they can check out competitors' offers in just a few clicks. This is exactly why speed of service increases your chances of retention and, consequently, helps to generate more business opportunities. Also according to Invesp numbers, 79% of consumers point to the possibility of chatting in real time with their team as the main differentiator of chat. Compared to other channels, online chat has the lowest average response time, at 2 minutes and 40 seconds , as shown in a survey carried out by Super Office. Visitor monitoring and proactive approach In addition to serving as a communication platform present within your business page, the best online chat solutions on the market also offer features designed to revolutionize consumers' perception of your services. With a professional chat, you will be able to monitor visitors on your page in real time and, from there, approach them with personalized messages through proactive invitations . These messages are sent automatically from the chat window pop-up while the customer is browsing your page. This way, instead of maintaining a reactive positioning, where consumers must seek out your service channels whenever they need assistance, you can take the initiative and call them for a conversation with your representatives. This feature can also be used to publicize special promotions, draw attention to new categories or new products, or even help visitors navigate your page. Convenient for the mobile consumer Today, more than 52% of online traffic happens through mobile devices, such as smartphones and tablets.