With the increasing amount of time spent online, on social media and communicating over such platforms, it is no wonder that more and more websites are now beginning to integrate online live chat options to communicate with and respond to their customers. So, why is this such a popular feature, and what are the benefits to customers, as well as to your business?
The Interaction is Instant
The impatience that we seem to have developed due to the ease of electronic devices and access to instant messaging lends itself to live chat functions. If someone is on your website and a chat window pops up asking “Is there anything I can help you with?”, the customer has easy access to ask away, opening up a conversation which could lead to a possible sale.
Live Chat is a Preference
eDigital Research result showed that live chat was rated more highly in customer service than any other form of digital communication, such as email, phone calls or social media. It allows the customer to interact directly with a representative of the company, increasing the feeling of value to the customer,ultimately increasing customer service, which should always be a priority in any business. This type of interaction can also be tracked, with an email of the conversation sent after the chat is over for reference.
Live Chat is Efficient
Live Chat is less time consuming, and one person could potentially be helping multiple customers at the same time, which is impossible with traditional phone calls, where each representative is only able to deal with one customer at any time. It also allows data to be more easily captured for analysis, creating a clearer picture of the types of questions or problems that customers are chatting about. If there are recurring themes, it may prompt you to add some further information or PDF documentation to your website to counter this in the future.
Building Trust through Chat
Live Chat provides another support option to your customers. Some people may still prefer to pick up the phone or send an email, but by providing a range of options to your customer it gives a good customer service image, which in turn builds trust.
It is important to have a personalised chat experience, as it can be quite common to “chat” to an automated system, which can actually be more off putting to potential customers, where as talking directly to a human on the other side can be more beneficial as they can answer your query almost immediately.
Driving Sales through Live Chat
If someone is in two minds about a purchase and has the opportunity to have a live chat, asking questions that you may need the answer to in order to make that sales decision for them. Answering questions at the point that the customer is almost ready to make a purchase may help to “close the deal”. If the customer is satisfied with the answers you have provided it may be what they need to make that decision to buy.
If you are looking to engage with your customers more personally and provide a better customer service experience, it may be time to consider live chat for your business website.