According to Forrester, consumers who use live chat are 2.8 times more likely to convert than those who don’t.
The truth is, most customers prefer live chat over social media, email, and even phone support. You don’t have to be a sales expert to know the answer to this mystery: live chat is faster, more efficient, and convenient to use.
More importantly, live chat technology is now accessible and, in some cases, free to use (with limited features). Installing live chat is easy too since you only have to place a tiny bit of code on the backend server for things to work.
We’ve identified 5 reasons why every business should have Live Chat on their website.
1. No More Long Queues and Frustrated Customers
If you get a ton of website traffic on a daily basis, chances are that your phone gets hounded by hundreds of hopeful customers who just need to talk. Flexibly answering these phone calls can be tough for businesses that don’t have access to a large sales team. This could frustrate your customers who will have no qualms about taking their business elsewhere.
With Live Chat, you can assist your customers instantly and save them from the hassle of dialing your phone number. It’s less obtrusive and also turns them into happy customers.
2. It’s Easy to Offer 24/7 Support
Most businesses can’t afford to hire sales teams that operate round the clock. But live chat simplifies 24/7 customer support for businesses and allows you to respond instantly. Sometimes, customers need just a little more information before signing up, and being able to talk to a real person through live chat can help nudge them in the right direction.
Live chat also speeds up the checkout process by helping your sales team answer product questions right away. You can also offer technical support to existing customers who may be in need of help.
3. Accessible from Anywhere in the World
Live chat lets you handle a diverse customer base from around the world. Besides, why set up offices in major countries around the world when you can provide support through live chat instead? All your customers need is access to the internet and they’ll get to interact with you for free!
4. Live Chat Builds Rapport with Customers
Being available through live chat builds trust, even if your customers don’t need to talk right now.
Besides, customers are naturally skeptical of products and services online. It’s only human nature. For obvious reasons, if a prospect doesn’t trust you, they will not give you their contact details and other information to process their order details.
But live chat creates a direct line of communication with your buyers and that bridges the gap between online and offline transactions.
5. Discover Customer Issues Faster
Call recordings are difficult to analyze and can be extremely time-consuming unless you have an algorithm that helps you with that. By comparison, live chat distills all the information, including customer sentiments and experiences, in textual form that’s much more easier to organize and analyze.
Bottom Line
Since live chat is easy to install and mostly free, there’s no reason why you shouldn’t give it a shot. You can communicate with your prospects in a way that they prefer and provide them with an unforgettable experience. Live chat also decreases support costs, increase order value, and overall sales. In other words, it’s a win-win scenario for all stakeholders.
Are you using live chat for your business? If so, how did it benefit you? Share your thoughts with us in the comments below!
