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In today’s fast-paced world, the need to improve user experience has never been more apparent. Customers are looking for efficiency, especially in the technology era where so much competition is at their fingertips. According to a recent survey from Tech Jury, 75% of people prefer live chat over any other communication channel.
While many companies have a contact form on their website, they lack a live chat feature that provides users with immediate answers to important questions. Today, free software allows small business owners and startups to add live chat to their sites for free.
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Using live chat for customer service is important
Live Chat is an online customer service software that works like a help desk and works with a live agent. Users can ask questions and get answers directly from the chat box. Businesses can communicate directly with customers, eliminating any delays that prevent them from making a purchase.
Customers want their questions answered immediately and will likely go elsewhere if they need help finding what they need. Live chats retain and convert customers whether they’re buying on impulse or buying outright.
Every website should be set up to mimic a sales funnel, converting even the most casual buyers to the final sale. Live chat takes the place of email or phone calls where it brings interests. All business owners should remember the power of saving their customers’ time. Live chat is a great way to promote your site for the benefit of customers and businesses.
Link: Get rid of the phone: Why adding Live Chat to your site makes sense
Benefits of live chat for marketing
One of the most important advantages of live chat is the speed of response time. When customers send emails, they still decide when they will hear back from the business. Often, the simple answer can be a free piece that convinces them to buy.
For example, customers may be concerned about refund and cancellation policies if a business has subscription-based products or services. While this information may be available in the fine print of the website, consumers should ask whether their unique circumstances fit within the guidelines. Instant live chat feedback removes buying anxiety and helps consumers feel in control of their decision.
In addition, live chat enables customers to gain brand and business reputation. According to Forester, consumers who use live chat are 2.8 times more likely to convert than those who don’t. While customers may feel more comfortable with their purchases, they also build a better relationship with the business.
Customer service is a very important part of doing business today, and there is no doubt that it is increasingly difficult to achieve e-commerce customer needs without human-to-human contact. Live chat alleviates this concern while showing customers that you value their time and questions.
Also, live chat offers 24/7 customer support, giving customers a competitive edge over other industry leaders. Customers are more likely to engage in live chat, increasing their chances of staying on-site and taking action.
It is important to note that many live chat agents have access to account information, allowing them to solve problems for customers in a personal way. Customers will know that the business has done more to meet their needs. In turn, leads to better customer lifetime value and word of mouth.
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How to start and add live chat to your business
One of the biggest barriers to a business getting a live chat is cost. Small businesses should not invest in online customer service agents, since they already have an existing support team. Additionally, some businesses feel that their company will not benefit from live chat services.
Technological evolution reveals that live chat and customer service tools will spread across the enterprise. Now is the best time to stay ahead of the curve and show customers that the quality of their experience is important.
There are many suitable live chat options at different business prices. Small businesses starting with live chat should have an easy process for customers to use. For example, some live chat boxes will offer an FAQ pop-up that answers important questions before consumers reach out to a live agent. Explore some of the leading options on the market today to decide what will help take your business forward.
All business owners should explore the benefits of adding live chat to their website. Now is the best time to develop a customer service strategy that attracts, engages and converts customers before they leave your website.