How many times have you tried to obtain the answers you needed online but gave up in the middle of a purchase? There are an estimated two-thirds of abandoned carts according to a study. Fortunately, live chat can assist in converting such clients by offering prompt customer care during the peak of purchasing intent. Live chat statistics that demonstrate how useful these tools can be for your business and customer service team are provided in this article.

Utilizing live chat capabilities on their websites helps businesses offer a better customer experience, increase the effectiveness of their customer care staff, and realize greater increases in revenue and client retention.

Additionally, its popularity has recently skyrocketed and is still rising. Even if your website doesn’t support live chat, there’s a decent possibility that one of your competitors does as 85% of businesses are expected to use it by 2022.

Live chat statistics and strategies for businesses

Live chat features, according to 79% of firms, have a favorable effect on sales, revenue, and client loyalty

This fact emphasizes how live chat is beneficial for both businesses and customers. Make sure the investment in new technology is worthwhile before spending the time training your customer service staff on how to utilize it.

If you’re still not persuaded, consider the fact that brands that use the RumbleTalk chat widget generated an average of $20k+ in 2021 from chat-based engagements.

Customers prefer live chat over all other contact methods

Despite being present since the 1970s, live chat is becoming more and more popular. And quickly.

In fact, in the following 12 to 18 months, live chat usage is predicted to increase by as much as 87%. Chat growth has climbed by as much as 150 percent in some businesses.

More than half of all clients prefer to speak with someone in real-time and online instead of calling a company for help, which is the reason for this rising adoption.

The way businesses communicate with their customers has altered as a result of this kind of instant communication.

Live chat is replacing other digital channels as well, not simply phone support!

According to J.D. Power, live chat has surpassed email and social media or forums as the preferred digital contact method for online customers. A startling 42% of customers prefer live chat over email and just 23% favor it over social media or forums.

Moreover, 46% of customers prefer live chat over email and social media combined, making it the most popular digital contact channel for online shoppers.

66% of customers say they want a quick response to their questions

A support team’s reaction should be immediate if it takes longer than ten minutes, according to nearly two-thirds of buyers. Since many consumers are accustomed to traditional phone help, this typically yields an immediate resolution to the issue.

This figure should also alert your customer success team to the need for prompt responses while offering live chat assistance or to set up an automated message that will be sent to the customer as soon as a team member is available.

Certain live chat programs allow you to offer a self-service option as well. It can divert up to 30% of tickets while giving your clients quick solutions whenever they need them. Here’s a sample from HubSpot.

Increasing client satisfaction ratings with live chat

The good news is that by promptly responding, you will raise customer satisfaction levels in general.

82% of customers reported being satisfied with their live chat experience, according to Comm100, compared to only 61% of email users and a concerning 44% of phone users.

Happy customers and a lighter workload for your customer success team result from prompt responses.

And the simple explanation for this is that your clients detest waiting!

In actuality, it’s one of the primary causes of their failure to conduct business with you.

Therefore, you must answer live chat requests as soon as possible if you want to increase client satisfaction ratings.

Sadly, the majority of businesses don’t.

When it comes to how long it takes a business to respond to a live chat message, the average wait time is 2 minutes and 40 seconds. That is almost as lengthy as the typical phone support wait times.

Clients say they prefer using real-time online chat for communication

There is no doubt that live chat help is replacing traditional phone support. Live chat is winning over phone assistance, but users are also less likely to use other digital contact channels now. Only 23% of consumers say they prefer email for support communications. 16% say forums and social media (Facebook, Instagram, Twitter, etc.) are their top choices.

According to SuperOffice, customers are more likely to go to your business’ website and try to interact with a live chat representative if they have a question. However, the key lesson here is that various customers have various support requirements.

To meet clients where they are without having to keep 15 separate tabs open, it’s critical to select a solution that unifies your support operation across all channels.

Did these chat statistics convince you?

If you’ve read the chat statistics, any firm now needs to have a virtual events chat as a communication tool.

It won’t be long until all of your rivals are utilizing chat, as adoption rates for businesses that employ it are rising.

By using live chat to its full potential, you could be:

• Providing better client service
• Increasing revenue and sales
• Providing client service more quickly and efficiently

There is no reason why you shouldn’t use live chat to communicate with your consumers. It is one of, if not, the fastest customer communication tools to adopt.

It would be a good idea to start using live chat right away if you haven’t previously. Contact us via support@rumbletalk.com if you want a free live chat demo.

What role does live chat play in your company?

A virtual event is an event that happens online, like a conference, live stream, or any other type of event. Virtual events are powerful because they have a global reach. Live events are limited by their physical space and location, but online events can be accessed by anyone with an internet connection. Charging for virtual events is also more convenient for attendees because they don’t have to worry about the cost of travel and lodging. Because of this, we taught of event ideas you can use as a beginner or a professional event host.

If you’re looking for creative ideas on how to host a successful virtual event, here are some examples that everyone will surely enjoy.

Virtual event ideas

Go live and personal

Most social networks, such as YouTube, enable you to go live. That implies you can click a button and instantly broadcast to your followers. Virtual events don’t have to be expensive. You can use the live streaming features on social platforms to connect with your audience for free. Let your audience know in advance that you’ll be going live. You might even create an event on Facebook to get people excited. But make sure you actually go live when you say you’re going live.

Examples: Elev8 Event Group Hybrid Wedding

Virtual Conference 

These are great for educating your audience or sharing new information. You’ve probably heard of Comic-Con and other large conferences, and now they’re becoming online. When you think of conferences, you probably think about breakout sessions, and other small group classes. With virtual event platforms like Webex, having virtual “rooms” for different sessions is easy for the event planner and the attendees.

You can either host your own conference, or exhibit at someone else’s online conference.

Show off your creativity through trade shows

A virtual trade show is an online event where businesses can showcase their products and services to potential customers. Online trade shows are an excellent way to generate high-quality leads effectively. This is another tool for educating your audience and converting them to new clients no matter where they live in the world. Trade shows can be a great opportunity to showcase your product or service.

Interview and recruit with online job fairs

A virtual career fair is an online event where job seekers can connect with employers and recruiters to learn about job opportunities. Looking to hire new employees? Why not try a virtual job fair? This will allow you to reach a global audience, whereas an in-person job fair usually limits you to a local talent pool.

Virtual career fairs are an effective way to reach a diverse audience. You can hold video interviews, have a chat feature to talk to potential employees, host webinars about your company, and have documents available for candidates to download.

See how RumbleTalk helped companies to increase potential hires.

Connect with anyone around the world through webinars

A seminar conducted over the internet. Webinars are shorter presentations that are still a great way to cover a topic. If you’re unfamiliar with what a webinar is, it’s usually a presenter talking while showing a slideshow that attendees watch. Nowadays, many webinars offer a live chat feature like RumbleTalk so attendees can discuss the topic or ask questions in real time.

Train your new hires virtually

Onboarding and initial new hire training can be a hassle for companies of all sizes, especially if the company has multiple locations. When a new employee is hired, they can log in to a specific site to get all the information they need, including documents, training materials, and anything else they need to know about the company culture.

One advantage is that you can compile all your content in one place, and it will always be accessible. If something changes with your onboarding process, it will be easy to make modifications. Companies will benefit from increased productivity and a reduction in training costs. It also ensures consistency across all of your locations.

Our thoughts on new event ideas

Virtual events are not a new concept, but businesses have had to explore new options for their events. With a little creativity, any in-person event can be turned into a virtual event. There are many benefits to making events virtual, including cost savings.

We are entering a new era of online training, seminars, concerts, and conferences. If you’ve been thinking about ways to host an event, but decided to postpone those plans because of COVID, now is a good time to rethink those plans and see if you can convert it to a virtual event.

We hope these event ideas can help you in coming up with a strategy on how to hook your audience. If you want to connect a chat room to these events, you can send us a message at support@rumbletalk.com. We can demonstrate how chat rooms can be advantageous for these events.