Live chat is a platform that allows you to interact directly with your website visitors in real time. Of course, live chat for website has revolutionized customer service and is now seen as an effective tool that you can use to stand out from your competitors, reduce your costs and improve customer satisfaction. So right away, here are 5 reasons why you should consider implementing live chat software for your business website.
1. Lower Your Costs
Phone support can be somewhat expensive due to both the dialing charge and personnel employment to maintain the phone. With live chat tool, one person can handle multiple customers instead of just one phone call. This means that the same volume of customers requires fewer team members; If an agent can handle up to 3 live chats at once, your customer service has already increased by 300%. More customers can answer your questions at the same time, at a lower cost to your company - a win-win situation!
Suggested Read: 6 Tips to Deliver Amazing Live Chat Support To Customers
2. Increase In Sales
The American Marketing Association revealed that live chat software can increase conversions by 20% and increase sales potential three times. Chat considers a more personal, brisk discussion between the business and the purchaser, bringing about the customer feeling more good and sure about the brand and therefore liable to push ahead with the purchase.
In fact, an eMarketer survey has discovered that 38% of buyers said they went with a purchase just because of a chat session. Also, especially for competitive industries, potential customers will settle on the next competitor if they cannot get immediate feedback from you. With live chat software activated on your website, you can actively connect with your website visitors, answer their questions quickly, and, hopefully, turn them into a customer.
3. Improved Customer Satisfaction, Convenience, and Loyalty
An eDigital customer service survey of 2000 customers found that live chat tool gave a customer service rating of 73% compared to 61% for email and 44% over the phone. These numbers give a clear indication of consumer preferences - and it is clearly wise to provide services of choice to your customers.
It seems that consumers enjoy the convenience of using live chat as it means they do not have to spend too much time or attention. Conversations on phone calls require a lot of attention, sometimes talking on the phone is inconvenient and the wait time for live chat is usually much shorter than when calling a business (if customers wait They can easily do multi-tasking).
63% of buyers expressed that they are bound to re-visitation of a website that offers live chat service, demonstrating that it is a significant device to earn loyalty.
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4. Improved Problem Solving
Using live chat for website, team members can send links through chat boxes. This can push the customer to the correct webpage, where they can get the required information or for example be sent to the booking page. The live chat platform also allows agents to send documents, or request secure data transfers so that payments can be taken safely. All of this can be done very quickly, solving the problem more efficiently for the customer, as if it were a phone call or email.
5. Expand Your Market
Consumers generally prefer to do business with companies they have quick and easy access to - most are unwilling to travel far for products or services. The internet is great because it allows you to expand your marketplace way beyond your local area. However, international customers cannot be prepared to call for inquiries or to make purchases due to expensive international phone call charges. Live chat means that they can contact a business immediately without worrying about the cost.
In an research it has been found that millennials do not like to make phone calls. They prefer digital communication where you can actually send messages instead of talking to a real person - 61% of consumers under the age of 24 even admit to intentionally avoiding calling businesses. Therefore, having a chat box on your website helps fulfill the priorities of millennials, and effectively expands your market.
Suggested Read: Live Chat Support Service for Automotive Dealers
What is your opinion on live chat software and have you ever thought about implementing it? Or on the other hand possibly you have further inquiries concerning how it works? Leave a comment below as we would love to hear your thoughts and questions!
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