What could be better for a business than its zealous fans enthusiastically recommending it? However, it’s something that ensues only after a great service experience which, in the digital world, can be easily provided through live chat support software. Live chat support service can turn customers into ardent enthusiasts of a brand by simply offering great customer service.

1. Create Customer Evangelists through Live Chat Support Software
What could be better for a business than its zealous fans enthusiastically recommending it? However,
it’s something that ensues only after a great service experience which, in the digital world, can be easily
provided through live chat support software. Live chat support service can turn customers into ardent
enthusiasts of a brand by simply offering great customer service.
As much as the internet drives growth and sales for e-businesses, customers too are constantly raising
the stakes for better service. Empowered customers’ demand for speed, agility not to mention their
heightened scrutiny has made businesses more susceptible to collapse as it’s only up to them to decide
who survives and who perishes. That is why evangelists have never been so significant than they are
now. To put it simply, evangelism is all about customers having a positive service experience and then
feeling compelled to talk about it. Turning one-way publicizing of your business into several promotional
conversations isn’t easy. And it’s even harder to acquire when the interaction is all the way digital.
Nevertheless, companies can use live chat support software to create evangelists by providing great
service experience. With live chat support service, service reps engage the customers by being guiding
and helpful without coming across utterly recalcitrant or controlling.
Various researches have successfully established the legitimacy and power of customer evangelism as to
how referrals and word-of-mouth can be beneficial to businesses in the long run. Some of the statistics
are given below.
•
55% of the consumers recommend a company because of its customer service. (RightNow
Technologies)
•
92% of people strongly rely on recommendations from friends and family and consumer
opinions expressed online more than any forms of advertising or marketing. (Nielsen)
•
77% of customers are more prone to make a new purchase when recommended of referred by
friends or family. (Nielsen)
•
Referred customers have a 37% higher retention rate. (Deloitte)
•
Brand advocates spend 2x more than average customers on favorite brands. (Zuberance)
•
Marketing-induced consumer-to-consumer word of mouth generates more than 2X the sales of
paid advertising. (McKinsey Quarterly, April 2010)
Nevertheless, in practice, everything boils down to providing great customer experience in the first
place. E-businesses can start by integrating live chat support software into their websites. Live chat lets
company reps engage with customers directly and are available for real-time contact 24/7. It’s the
instant problem solving characteristic of this software that creates a great experience and consequently
the evangelists. According to Forrester Research, live assistance (i.e. assistance through telephone and
live chat) yielded the highest satisfaction ratings as the customers are able to connect with a service

2. representative easily and the problem at hand is solved immediately. “Voice has the highest satisfaction
rating (69%), which is closely followed by chat (63%),” says the report.
The Internet and technology are two of the most important things that could whittle the future of a
business. And those who do not have incredibly helpful tool like live chat support service can already be
down for the count.