Compared to other channels of communication, using Livechat has the following advantages from a brand perspective

Respond faster

Every customer demands a quick response, regardless of the nature of the query. The quickest way to resolve a customer's query on your site is to offer them help on the site itself. This has 2 advantages:

1. Once a customer leaves a site, they are unlikely to return to the site again. Hence, if help is not offered at the earliest, it will lead to a bad customer experience and negatively impact business goals

2. If help is not provided on the site itself, customers will be forced to reach out via traditional channels like email, SMS, phone etc. that typically have SLAs >= 12 hrs

Self-Serve

84% of our brands accept that they do not have an optimal self-serving platform for their customers to reach out to. This is important because more than 67% of customers prefer self-serve. Live chat offers multiple functionalities like Conv AI bots and Self-Serve cards that help customers resolve queries for themselves

​Brand specific Customizations

Stringent standartization norms present in traditional modes of communication inhibit brands from using brand specific customizations . With a rich range of UI and functional customizations, customers are exposed to the full brand experience.