Giving a good first impression helps your business keep customers in the long term. Indeed, it has been found by a study that a good onboarding process can increase retention, not just in week 1, but even in week 10 of a customer’s product usage.

First impressions are of prime importance: another study reveals that 32% of clients would stop doing business with a company they loved after one negative experience. For online businesses, along with websites and branding, live support is one of the first places customers can get an idea of what you are all about. Luckily, live chat can provide a high level of consumer satisfaction, personal connection and understanding of what your business is about from the start.

The Need for Speed

When visiting your site for the first-time, customers may have many questions, from product details to delivery and pricing plans. Live chat may be the first interaction they have with someone representing your company. With ever increasing connectivity in society today, people expect responses quickly. Indeed, 75% of online customers say they expect help within five minutes. With a live support software, potential customers can be speaking to an agent in a matter of seconds.

Human Connection

Showing your customers that you are there for them, right from the start, can help to kickstart a good impression. Instead of having to enter their contact details into a landing page or having a bot answer their questions, live chat allows your website visitors to speak to a friendly human being and can start to build trust and faith in your brand.

Going the Extra Mile, With Style

A good way to increase consumer satisfaction is by making them feel special by going out of your way. Giving them what they need and then some. A trained support rep can get to the bottom of a customer’s needs and then overdeliver.

Good Old-Fashioned Personal Service

Before the internet and self-serve, the personal service you got instore was one of the things that set a company apart from the next. Live support software is a hybrid of personal service, and a modern, digital platform. You can get to know your customers names, and what they had for breakfast, making them feel special, all from an app. Showing them that you care about their custom from wherever they want to be at the time.

Impress Your Impression

Aside from reducing churn, getting off to a good start with customers is great for many areas of your business. In a report by Root Inc., organizations with structured onboarding programs enjoyed a 60 percent year-over-year improvement in revenue per full-time employee. A quality live support software such as Xeno will help make this process easier, helping you to get first impressions right as much as possible. Xeno has a heap of stats so you can look at what is working and what isn’t with your customers. And it has a consolidated message platform, so that you can optimize your workflow, keeping consumer satisfaction high.