Did you know that 80% of customers require some type of support before they complete an online purchase? One way to help your customers have a great and memorable shopping experience is by offering them live chat support on your website. Installing live chat on your website allows your customers to open a chat box and immediately connect with one of your agents without having to make a phone or leave your website. For both content and e-commerce websites, live chat gives you the ability to communicate with your customers in real-time, which can be beneficial for your bottom line.
Below you’ll find the top four reasons your website needs to offer live chat.
With the ability to answer questions instantly, assist a customer with a purchase, or offer an on-the-spot promotion, live chat can help improves sales numbers. One study showed that 44% of respondents agree being able to use live chat to ask questions during a purchase was the best feature websites can offer. With that being said, 52% of consumers will leave a website if the website doesn’t offer live chat support. Live chat allows you to step in and save a sale that’s about to be abandoned and help a customer decide between you and your competitor. Online chats also provide a great opportunity to up-sell your customers.
Chat is an amazing platform to connect with your customers. Chatting in real-time can help you quickly identify pain points and understand issues that may be contributing negatively on your website. When it comes to quality service, customers are looking to have their questions answered right away. On average, customers queries on chat are answered in under 45 seconds! That’s Fast! Having a FAQs section on your website does help, but many customer questions are not found on FAQs. In addition to quick answers, the ability to chat in real time with a customer and offer technical support or provide a coupon code means you can diffuse a negative situation and keep your customer happy.
Customers now prefer live chat over having to call an 800 number. Convenience is one of its most attractive features; customers don’t have to leave the website to ask a question about a product or service. They don’t have to open their email, find a phone number, or look you up on social media. Customers appreciate a business that values their time, and they are likely to show appreciation through word of mouth, which means more sales for you. Providing convenient service and quality information through live chat support helps develop better relationships with your customers.
Case studies show that live chat software can reduce phone and customer support expenses by a lot. One employee can be on multiple chat sessions at the same time. But an agent can only be on one phone call at a time. Whether your customer service is handled by you or a call center, the addition of online chat will improve the efficiency of your support team.
As you can see, there are many ways live chat can improve your business. If you are interested in live chat, please contact us today!