Instant gratification! This idea used to be said with a tongue-in-cheek tone, but it has become a reality in the age of smartphones. Customers now expect to have instant gratification, including communication with your company. In addition to providing phone and email, your company should also provide a live chat option. This adds a new dimension to the customer experience, because it allows them to talk with a customer service agent before they even buy a product. The MarTech Advisor article “How Live Chat is Becoming Essential in the Marketing Mix” by Rohit Roy discusses the advantages of utilizing live chat. These advantages include:
- Offering assistance to online customers
- The many benefits
- Cost efficient and improves efficiency
- Lowers bounce rate
- Gain an edge over your competitors
- Increase your business potential
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