If anyone has ever used live chat when contacting customer service, you can understand why this is such an important way to communicate with customers, and in real time at that. Using a call centre or an answering service is preferable, but these aren’t your only options. Customers want answers or information and live chat can easily provide this. This is beneficial for staff as well as the company. Here are some reasons on how live chat can improve your business and how to make the most of it to have the greatest effect.
1. Convenience For The Customers
It’s a fact that many online customers who may be in the middle of the buying process would like the option of having live help, particularly if they need answers. The access to a live agent is pretty immediate and if there is a waiting period, it’s not too long. The annoyance of pressing several numeric options to finally get to speak to a live person is done away with. In a study/survey, information gathered suggested that customers are more willing to return to a website that offers live chat. Some of these customers went on to say that the deciding factor in the purchase was due to the help given via live chat.
2. Save Money
When it comes to saving money, any business is up for it! Live chat has demonstrated that it is a feature that can save money. For example, one agent can handle several chats simultaneously instead of having several agents to speak to each customer. There is no need to have too many employees which drastically cuts down costs. Less time is spent on the phone and phone use can be limited to handle emergencies or bigger issues that live chat cannot handle.
3. Improved Sales
The live chat feature in a website has shown time and time again that it has the ability to increase sales. Customers who get confused in the middle of buying can turn to live chat and walked through the rest of the process. Questions can be answered on the spot that can make or break the sale. The final result is that a loaded shopping cart makes it past the check out page.
4. Gain An Edge Over Competition
It’s surprising to note that some top retailers do not have a live chat feature on their website. This is good news for your business, because you can gain solid ground by implementing this very powerful feature. Many people spend their time online and do much of their shopping online. It would be detrimental not to make full use of a live chat feature.
In addition, be aware of shopping hours and use analytics to help. Do not use a robot for live chat or they may as well be talking to a log. It has to be a human. When hiring for chat positions, try hiring those with sales experience. Let customers know that there may be a short waiting period. Make it as convenient as possible for your customer and you’ll reap the rewards.