Benefits of Using Live Chat Website Software

In this article we’ll examine the latest trend in online customer communication: LIVE CHAT.

Before businesses were online, dialogue between company’s and their visitors at physical locations was open and expected. On websites, however, this two-way communication has been more difficult to attain- but more important than ever before. Efficient assistance in crucial moments of the decision making process is the key to a successful, and profitable, online presence.

Live Chat imitates the sales conversation that takes place within a physical store and allows customers to be helped throughout all of the steps of the purchasing funnel.

The web offers many cost effective online chat solutions like Userlike, LiveChatInc and HelpOnClick. In addition to their individually unique features, most of them provide various add-ons and plugins to easily integrate the software with 3rd-party applications such as Zendesk, Facebook and Google Analytics.

The 3 most important reasons your company should use Live Chat software:

#1: INCREASE CONVERSIONS
Assist your customer or website visitor throughout all stages of their stay and eliminate any obstacles that might stand in the way of them purchasing your product or service.

#2: DECREASE SERVICE COSTS
Most live chat providers allow you to process several service requests simultaneously, which removes the need for multiple operators at once and eliminates long delays which might cost you your customer. And since chat language is rather casual, the time spent per issue tends to be much lower compared to conventional communication channels. And we all know that time is money!

#3: IMPROVE TRUSTWORTHINESS AND YOUR BRAND
Give your business a face. By doing so, you’ll prove to your customers that you value them, their time, and their money. And because you’ll be able to take care of their concerns and questions easily and without any hassle, they’ll learn to trust and respect your brand. In addition, all of your Live Chat interactions will provide you with valuable feedback and insight into your customers and their desires.

Need some proof? The e-tailing group conducts a quarterly study with BoldChat called the ‘Live Chat Effectiveness Study’. Here are some of the results on why consumers choose to chat with retailers.

#1: SHOPPERS FEEL SPECIAL AND EMPOWERED WHEN THEY USE LIVE CHAT
Everyone enjoys the comfort of empathy. Knowing that someone cares and is actually willing to help you right away gives you the confidence to ask. And Live Chat gives you the chance to ask.

#2:  CHAT IS ALL ABOUT INSTANT GRATIFICATION; GETTING QUESTIONS ANSWERED IN A TIMELY FASHION
Customers shop, browse, and spend time online because its convenient. If your website doesn’t give them the convenience they’re looking for, they’ll reach for the back button. You need to make sure that your website’s accessibility is enhanced and not hindered by your online presence. Live Chat allows your customers to reach out for you (instead of that back button) to get the answers they’re looking for, and it also allows you to track visitors and reach out to them if you see them struggling to make a conversion.

#3: CHAT ALLOWS CONSUMERS TO AVOID OTHER PAINFUL TOUCH-POINTS
The real-time nature of live chat outplays time consuming alternatives like phone or email. It eliminates factors that might challenge access to easy communication. Your website visitors won’t have to leave their current medium in order to interact with your company, which will cost you many customers. It’s all as convenient as possible- and convenience is key when it comes to sales.

Do you use Live Chat on your website to get customers the answers they’re looking for? Let us know your opinions on Live Chat in the comments below.

Comments (4)
  • Jon Brightman

    September 18, 2012

    Great article. I think the point about improving trustworthiness and brand image is crucial. In many instances, the simple fact that a business maintains a responsive social presence or is willing to directly assist you through live chat is enough to increase conversions, even if the consumers don’t actually engage with the social outlets provided.

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      January 26, 2014

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