The web hosting industry is simple enough to enter, but harder to stay relevant and visible in. With new companies starting every day and seriously low prices being the industry standard, one of the best ways web hosting companies manage to stand apart is by offering customer support that goes above and beyond what the customer expects.
Live chat support is now essential
Live chat support had been considered a ‘bonus’ offering for customers – one that was enjoyed because of its convenience, but wasn’t yet considered necessary for small company websites.
But recent statistics on web hosting industry support say more than half of all web hosting customers use live chat support as the main criteria for whether or not they’ll return to the website. That makes live chat support pretty essential for web hosting companies.
Live chat brings higher satisfaction rates
This study found that 63% of web hosting customers said they were more likely to come back to a website that offered live chat as opposed to one that didn’t. In fact, live chat beats out all other forms of customer support, earning a 73% satisfaction rate compared to the telephone at 41% and email at 61%.
Faster, user friendly, more convenient
Interesting to note is the amount of time the average live chat support session takes – can you guess how long the average session lasts? On average, live chat sessions are resolved in just 42 seconds, faster than any other means of customer support. It’s no wonder that 79% of customers said they prefer live chat primarily because of the immediacy it provides.
Drives more sales
Seventy-seven percent of the customers surveyed said they wouldn’t make a purchase on a website that didn’t offer live chat support. Customers want to be able to get help with checkout issues or clear up any pre-purchase questions by quickly asking via live chat rather than drafting, sending, and waiting for a reply from an email, or finding the number and calling the business. Companies that offer live chat support gain the advantage of keeping those customers from leaving by being able to answer questions and remove any barriers to sales.