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What Is Live Chat & Why Is It So Important Today?

Posted on 02 Apr 2018 in support ticket software | 0 comments

Live chat on your website means you can now have real-time chats with your customers, which is another step towards your business having the best customer service and sales process.

Put simply, live chat is an instant messaging software that’s featured on your website.  It works in the same way as a normal desktop messaging app, like Skype or Google Hangouts.  However, the website visitor doesn’t need to have any specific app installed on their computer or mobile device.  The chat simply appears within their browser window, and the website visitor can chat with your customer support agents by typing into the live chat box.

Live chat is another way to track customers that want to get in touch with your business, similar to phone calls or filling out a form on your site. What sets live chat apart from others is that it generates valuable information about your business that can help inform both your digital marketing team and your website’s content and features.

Top Reasons to Use Live Chat

  1. It’s Simple for Your Customers

Live chat allows your business to provide 24/7 customer support to help guide visitors through the shopping process.  Often customers will be browsing your product or services online outside business hours, which means they can’t call you or walk into your store to ask a question.

  1. It Gives Your Business a Competitive Advantage

How many of your competitors have chat live on their websites? If you know that most of them do, you’re falling behind.  If the answer is none, then live chat will give your business a competitive advantage, which these days is vital for your customers to choose your business over the competitors.

Imagine a customer is doing a little research online to purchase a product or service your business provides, they have multiple browsers open; yours and your competitors and they have a quick question they need answered before making the purchase.  Your business provides the answer through live chat, in real-time, and they go with your company.

  1. Increases Sales

Studies have proven time and time again that live chat on a website will increase conversion rates by up to 20%. Having live chat customer service agents on hand to help your customers through a purchase – online, in real-time – creates confidence in their decision to purchase from your company.  A positive buying experience will lead to a higher average purchase value and turn one time shoppers into loyal customers.

  1. It’s Cost Efficient

What business doesn’t want to increase sales while at the same down cut down on costs?

Live chat is a cost efficient way to service your customers; we have already discussed how it increases your conversion and average purchase price, but it also allows you to outsource lead management at a high volume.  Well trained customer service agents can handle multiple chat sessions at the same time, and you can scale your support as your lead volume increases.

If you are interested in live chat, please contact us today and let us help you improve your business in a multitude of ways!