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Marketing

Reasons why live chat is an essential tool for your website

January 23, 2016

 

win

Beat your Competitors and win your Customers Hearts

Many high rolling companies do not provide live chat service to their customers online. This is your chance to shine and show them why you do things better. The online world is ever-growing and google is the ‘directory’ for qualified businesses with websites. With so many online, it is hard to stand out of the crowd. Live chat support is what makes you stand out.

Live chat provides convenience for the customer to ask for support or details about your product or service instantly. This is an opportunity to provide excellent customer service and in return a happy customer, a happy life. Live chat is an essential tool for today. Without it, customers would feel lost.

sales increase

Increase your Sale Conversions Instantly

Studies have shown live chat to be a key ‘must have’ for business owners with websites in order for them to increase their sales rapidly. An article from e-Marketer and reviewed by Kissmetrics has reported:

“Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.”

Once a live chat representative can engage with a customer’s needs and desires, they will be able to provide the perfect product or solution to that customer. It goes a long way with getting in touch with the customers needs through excellent live service. They will come back wanting for more.

people

Straight to the Customer’s Frustration and solving it with ease

Customers are found lost or confused with the overwhelming amounts of information that is out there. Going through hurdles such as finding good reviews, how to make a payment, is my information secure… the list goes on and on. Finding all this information may cause the customer to feel frustrated and therefore less drive to find what they are looking for.

An article from EConsultancy has reported:

“83% of online shoppers need support to complete a purchase… shoppers expect to receive assistance within five minutes, otherwise will either head elsewhere or abandon a purchase altogether.”

With live chat, the representative is able to immediately pinpoint the problems the customer is having and find a solution. In return they can also receive instant feedback about the service. Using the customer’s frustration as a selling point can lead to a satisfied customer eager to buy the solution or provide feedback for a better solution.

 

more value

It’s cheaper, easier and more effective

Live chat platforms are known to be the first point of contact for all the customers needs. This means it reduces the need to contact via phone and representatives are able to handle multiple chats at a time. This is a notable cost towards your business and will drastically lower your phone expenses and reduce the need for many representatives. One or several representatives will be able to minimize answering phone calls and provide excellent service to several customers at a time through live chat.

If it can cut costs on phone expenses, reduce the need for many customer service representatives and increase the capacity of sales via your website, who wouldn’t want to give it a go?

Let’s get your live chat service up and running better than ever,

Have a chat to us today!