4 reasons why consumers are interested in Live Chat

Aly Osama.

By Aly Osama

4 min read
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Live chat is important. It is also preferable over other methods of communication as it allows customers to receive immediate answers to their questions. With businesses nowadays being available on all major chatting platforms, we must ask the question: are consumers aware of the importance of live chat? And how interested are they in using it to reach businesses?

The beginnings of Live Chat and Customer Support

The origins of live chat can be traced back 50 years ago. Chat platforms - as we know them today - did not start to grow until the 1980s. A decade later, in 1996, email and live chat support emerged. Another decade later, following the boom of instant messaging services, like AIM and MSN, businesses started adopting software to allow customers to message them. During the 2010s, smartphones helped introduce even more mobile and speedier platforms, such as BBM, WhatsApp, Facebook Messenger, and iMessage. Somewhere in the middle, chatbots entered the conversation, and omnichannel was born.

The importance of Live Chat to customers

Live chat has many benefits compared to other online forms of communication. It is a lot more convenient for customers who are looking for a quick solution. It also offers transparency and privacy, which mean a great deal to the average digital consumer. And most importantly, it does not take away from the human connection that customers are seeking through their communications. So, how much of modern consumers are interested in chatting with a business for any reason?

In 2020, statistics showed that 73% of customers reported live chat as the most satisfying way of communicating with a business. This came as a result of several factors, such as:

  • Providing better information than email.
  • Allowing the user to multitask while chatting with customer support.
  • Eliminating phone calls and waiting times.
  • Providing fast and efficient customer care.

Additionally, live chat ranked highest in consumer satisfaction at a rate of 92 percent. More importantly, 63 percent of consumers who used live chat on a website have said that they are likely to return to that site. These numbers and more are solid indicators of the power of live chat and its importance to consumers. Customer engagement will remain important if it constitutes a positive experience for the customer.

Here is what consumers are saying regarding live chat and how it can remain interesting to them and their preferences:

  1. Consumers say a business needs to be available 24/7.
  2. They also don’t like hold times at all.
  3. Customers feel satisfied when they use live chat.

Why introduce Live Chat to your business?

Live chat is expected to continue to grow by as much as 87 percent in the next 12-18 months. That fact alone empowers businesses. Here is a look at how deploying live chat and chatbots in your business communication can be beneficial:

1. Faster responses mean more leads

By utilizing 24/7 support, you are ensuring that no lead will get left behind. With their queries cared for in no time, new customers will turn into loyal customers, and you will harness all opportunities for business growth.

2. Chatbot deployment improves efficiency and reduces cost

Round the clock availability does not have to mean agents should spend all night talking to customers. Thanks to chatbots, you can reduce the quantity of agents on shift along with operational costs.

3. Live support elevates the customer’s journey

Just like store shoppers like to ask questions before buying, online shoppers as well like to receive assistance which helps them take the decision to purchase. Moreover, returning for after sales services and support is made easier online.

4. Chat helps you retain customer data

Customers are more likely to trust you with their information through chat. It is quick and efficient. That way, you can maintain updated customer databases and ensure a seamless experience for them.

Using omnichannel solutions such as live chat, chatbots, and WhatsApp Business Solution are not only helpful, but also essential for the modern consumer.

Want to know more about how CPaaS can benefit your business? Get in touch with our sales team today.

CEQUENS can help

CEQUENS is a global Communication-Platform-as-a-Service (CPaaS) provider that aims to bridge communication gaps in a communication-driven world.

Powered by innovation and guided by a cloud-first and mobile-first approach, CEQUENS provides omnichannel communication services and APIs that enable businesses to communicate with their customer base worldwide.

CEQUENS proprietary, PCI/DSS compliant Communication Platform leverages the latest cloud technologies and features a comprehensive portfolio of services that are industry-focused, agile, scalable, and cost-effective.

As an Endeavor Entrepreneur and GSMA Associate Member, CEQUENS plays a pivotal role in transforming business communication.


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