Live chat, as an instant messaging option on your website helps your customers in many ways; and helping your customers, it helps your business in many aspects – from sales and customer service to increasing cost efficiency and business information gathering.
Live chat is convenient for your customers
Whether you own a SaaS product or offer any kind of online or offline service, live chat enables your customers to connect with your agents instantly. If we compare live chat to a customer support ticketing system, it is pretty clear that the main advantage of live chat is instant response. If your customers need an additional explanation on the service they are using or need help with troubleshooting, live chat enables you to provide step by step instructions or share your knowledge base instantly. That way, you build trust and long-lasting relationships with your customers. And let’s be honest, there are some shy people among us, that would rather turn to live chat than to a phone call.
Live chat increases your sales conversion rate
The above described advantage is helpful for your customer service and satisfaction, however, there are many sales benefits of having a live chat option on your website. It hugely contributes to a positive buying experience of your potential customers and thus increases your conversion rate by 20-40%. I am sure all of us faced a situation when we visited a website and suddenly got very interested in the product or service offered. However, we were too lazy or reluctant to write an email and wait for a response. Now a similar scenario – we visit a website, get curious and interested to learn more and there is a live chat button. A friendly agent answers our questions and we are one step closer to buying from them.
Live chat gives you competitive advantage
By adding to your sales and customer service efforts, live chat gives your business a competitive advantage. Whatever service you are offering or whatever industry you are coming from, one thing is sure – you have competitors. The above story about visiting a website, getting curious to learn more but being reluctant to write an email and then going straight to competition with live chat available, is a perfect example of how the latter company used live chat as a competitive advantage.
Live chat helps you save money
And more than that! Isn’t it interesting – live chat is an option that increases efficiency and saves money at the same time? How? With a well-trained customer support agent, you can say goodbye to hundreds of queued calls since such agents can handle multiple chats, which is not the case with phone calls. Additionally, some live chat providers have free packages available, meaning that no initial investment is needed.
Live chat helps you gather important information about your business and website
Do you want to know which are the parts of your product or website that most customers get stuck at? Or you’d simply like to learn from your customer service rating and feedback? This might not be commonly known, but live chat provides real-time info on the landing page of your visitors, it shows you which pages were previously visited what is the current page of your visitor. You can also find out the location and IP address of your visitor. Have you noticed the shy ones – the ones visiting your websites often, but are too shy to start a conversation? Well, invite them to chat manually!
Obviously, live chat option is useful for many aspects of your business. It is affordable, pretty easy to set up and use, but it helps your business in a number of ways. When building a website for an award-winning UK Stag and Hen company, Hen and Stag, we knew that live chat would add hugely to the website’s user experience. And we are now happy to learn that this has turned out to be a perfect feature for their business!