Today's consumers expect immediate answers from businesses. Giants like Amazon set the standard with seamless customer service at the push of a button. Unfortunately, your business is likely not from Amazon's budget or resources, but your customers still expected that level of service.
Live chat service are becoming a popular way for consumers to reach brands with questions, comments and concerns. There are benefits for customers and businesses alike, so if you have not yet dipped your toes in the water, now may be the time.
Let's take a look at why live chat is such an effective option for business communication.
What is Live Chat?
Live Chat is exactly what it sounds like: It is a web chat option that allows customers to speak with an actual customer service representative when they have a question or issue. Live chats are sometimes confused with chatbots or AI chats, but they are different.
Chatbots and AI chats are not operated by real people. Instead, they have programmed to offer a help menu with boilerplate answers to common questions or to recognize certain words and phrases. Live chat provides real-time human-driven customer service.
Suggested Read: How Live Chat Tool Can Improve Your Search Engine Rankings
Why Is Live Chat Effective For Small Businesses?
Now that we understand what live chat is, let's talk about why it is so important for any successful marketing strategy.
1. Live Chat Helps You Reach Consumers on Your Own Terms
People are busy In fact, 51% of customers indicated that they prefer live chat services over other means of communication because it allows them to multitask, and more than 40% said they like it because they are at work. You can get answers to your shopping questions while staying. Also, 92% of customers said that they felt satisfied after using live chat.
Likewise, most people do not have time to stop to sit, call, and talk to a customer representative. Forty-two percent of customers preferred that live chat support services eliminate the need to wait on hold.
This multitasking element is also beneficial for companies that perform institute live chat function. Working with a marketing partner for live chat service (like us, Duvim!) Allows you to outsource the chat function, but still get a record of all communications, so you need one to answer questions. No need to keep employees (or do it) yourself!) - saving you time and money.
2. Live Chat Gives You a Better Understanding of Common Consumer Concerns
With live chat software, it is very easy to keep an eye on the consumers interacting with your business. You end each interaction with a transcript, and as time passes, you will begin to see patterns.
Some questions, comments or concerns will come up again and again. It provides valuable insights, which you can use to directly change your website and content strategy.
Suppose you run a roofing company. If you receive several questions seeking clarification about your process for quoting jobs, it may be time to re-spell the word on your website to make your bid and pricing process more straightforward. If you have many people who ask how to find the time to rebuild their roof, this may be a sign that you should make a blog post or explainer video on that particular topic.
3. Live Chat Customers Get an Answer at Any Time
Very few businesses can staff a phone line 24/7. For small businesses, budget and headcount limits may prevent you from providing such access for your customers.
But just because no one is maintaining your phone, it does not mean that there are no questions for consumers there. And regardless of the time of day, they want quick answers. In fact, Forrester Research found that 53% of consumers would abandon a purchase if they could not get a fast answer to questions related to the purchase.
While frequently asked questions may help some in this area, they may not cover specific, personal questions that can lead to one-on-one conversations. Live chat service are a better alternative to a chatbot, which asks the consumer to go through a series of gestures leading to a pre-written answer that (hopefully) speaks to their question.
4. Live Chat You Capture Leads or Go To the Up-sell
When consumers are left to their own devices on your website, it is very easy for them to talk themselves out of the purchase. This is a comparison to an in-store experience where you have not been approached by any salespeople. We've all been there - if you haven't established a relationship with someone working there, it's very easy to go out of the store empty-handed.
On the other hand, think about how you receive a warm greeting when you enter a store. The seller says, "Hi! Let me know if you need help with anything, ”and then when they notice you to keep track of a particular product for a few minutes, they come and volunteer some information about it and share Do why they think that. When you are experienced, you are more likely to shop!
The same principle applies online. When someone has the opportunity to chat with a live person, they are much less likely to come back to the website again and make the most purchases right and recreate.
Suggested Read: How To Perfect Your Live Chat Services For Business
5. Live Chat Can Preserve Your Business Reputation
A good reputation is important when it comes to winning new customers. But, if you own or manage a business, then you know how easy it can be to get negative reviews.
Many of those reviews come from a less-than-ideal customer service experience such as not being able to reach anyone, not getting answers to questions, and more.
With live chat support, you can triage customer service before turning it into a problem, which can help save your business reputation while providing excellent service to your current customers.
Getting Started with Live Chat for Your Business
Live chat can make a positive difference for any business. But if your team does not have the bandwidth to go to another channel of communication, never fear! We have you covered with 24/7 live chat service.
0 Comments