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When investing in any new technology or software for your business, the first question you are likely to ask is “what will be my return on investment”?

In many instances when buying new software, the investment is designed to save you time - therefore freeing up your team to work on other tasks.

Cutting costs is one of the most effective tactics to ensure that you are able to stay competitive in your marketplace, but it should never be at the detriment of a great customer experience.

Enter live chat…

Live chat has grown in popularity as a way for companies of all sizes across all industries to respond to and nurture their web visitors, secure new enquiries, and provide a great customer experience.

But can it save you money too?

Live chat saves time

We have all heard the saying “time is money” and when it comes to dealing with customer enquiries it’s even more true.

Live chat allows for incredible efficiency when dealing with enquiries. Everything happens in real time, so instead of waiting for more information, you are able to deal with enquiries there and then.

Additionally, unlike traditional phone calls, you’re able to deal with more than one chat at a time, making the saving on time even bigger.

Less time wasted; less resource needed

When compared with traditional telephone support, live chat wins for resources needed, hands down. It’s estimated that a person dealing with live chat can handle up to 5 concurrent chats at any one time, meaning you need a fifth of the resource to deal with the same level of customer enquiries.

In fact, research by Forrester found that handling live chat is 50% cheaper than handling phone calls.

And with Yomdel’s fully managed live chat, you can go one step further. Our fully trained, experienced operators, take care of your chats for you, meaning that you no longer have to allocate in-house resources to live chat operations.

It also allows you to expand your “opening hours” as chats are dealt with 24 hours a day, all without having to pay for additional staff costs.

Maintaining your reputation

When your customers have an issue with your product or service, they want a resolution there and then. In many cases live chat can make this possible, especially in simple cases.

According to an eDigital research paper, live chat has the highest satisfaction levels of any customer service channel – at 73% - far outweighing that of 61% for email and 44% for phone calls.

Research carried out by Investopedia found that acquiring a new customer can cost five times more than retaining an existing customer. Therefore, by incorporating live chat onto your site and increasing customer satisfaction, you can save on marketing and sales costs.


If you haven't yet looked into a 24/7 managed live chat service, or you'd just like to know more about the options available to you, don’t hesitate to get in touch, we would be happy to chat.


Tim Breden

Written by Tim Breden

Tim is a founding partner, and Chief Operating Officer at Yomdel. Over 5 years Tim’s primary focus has been ensuring that Yomdel meets, maintains and exceeds its high standards of client service delivery, whilst also addressing the challenges of bringing new products to market which will grow our client’s businesses and bring them greater success. If you’d like to chat to Tim about your business, or ask him to speak at an event, just get in touch today at tim.breden@yomdel.co.uk