By Guest Blogger – Kristin Savage
Live chats have become very popular among online businesses and services. They help build trust and get in touch with customers in real time in order to ensure that they are getting the best out of your website. However, some business owners are still in doubt about the importance of such technology. There are myths about live chat’s management costs as well as productivity biases. This article will tell you everything you need to know about live chat and why they are so important for your business website.
1. Convenience And Time
Your customers value their time and money more than anything else. While you don’t have much influence on the latter, you can still provide them with the former. And here’s why:
- Instant connection: Live chats instantly connect you with customer support. There are no additional actions needed such as dialing a number.
- Multi-tasking: According to a study conducted by Econsultancy, over 50% of customers say that they love live chats because they can multi-task while waiting for the answer. There is this small amount of time between their question and the answer, which can be spent on doing something else instead of sitting with the phone, waiting for someone to pick it up from a different end.
- Immediate answers: Customers love it when they can talk to an agent and have their purchase queries answered while placing the order.
- Auto-save: Compared to talking on a phone, the conversation will be saved in the chat. Some vendors even offer that the customer gets the chat-transcript by mail following the conversation.
- Wait time: And compared to emails, customers won’t have to wait several days or even weeks to have their queries answered.
2. Competitive Advantage
Despite live chats being such advanced technology, it is actually fairly new and not very common. A lot of companies, even big names, still use old-fashioned support forms or call centers. This is why those who do use live chats stand out of the crowd by doing so.
A competitive advantage is only good when it can’t be imitated. Obviously, the only way your competitors can be on the same level as you is to install live chats on their own websites.
3. Customer Satisfaction
According to research, customer satisfaction is crucial for establishing a database of loyal customers. Consequently, customer support is one of the ways that you can ensure customer satisfaction.
Once again, according to eDigital’s customer service benchmark, 73% of customers are satisfied with live chats. This number is more than any other type of customer support. In comparison, the second highest percentage was for email – 61%. Then the ratings descended with the app getting 53%, social media – 48%, and phone – 44%. Such statistics clearly show the tendency of buyers preferring live chats over any other type of customer support.
4. Clients’ Trust
Establishing a good relationship with your customer might be the most important aspect of a business. If your customer doesn’t trust you, they won’t buy from you.
In physical stores, sales assistants are the equivalent of customer support in online stores. If they perform poorly, the person will simply walk away. The same happens on your website if customer support did not instill trust in your customer – they will simply leave.
5. Voice Of Customer Data
Voice of Customer or VOC data is a market research tool used to understand the mindset of your customer and adjust your advertising campaigns and product development specifically for your target audience. By analyzing chats, you can understand your customers’ behavior, thoughts, and opinions. This will help you to develop your products according to your customer needs.
It is no secret that not every person that visits your website will buy from you. However, they might with time. If you make sure to collect contact information from your potential customer, you might be able to send out news and promotional material to them that will eventually persuade them that you and your product is the right one for them.
7. Website Experience
As mentioned before, customers don’t like to stop what they are doing and perform additional actions in order to have their question answered. Live chats help them get a reply quickly and efficiently. Moreover, customers that use live chats are three times more likely to purchase something. Having a live chat also makes your customers feel more secure because they know that they can get help at any time.
8. Support Costs
Not only is handling live chat 50% cheaper than handling phone calls, but it is also way more efficient according to Forrester. According to Telus International, up to six live chats can be managed simultaneously by one person compared to only one phone call. By switching to live chats, you will be able to keep a smaller customer support team and dramatically decrease its costs.
9. Leads, Sales, And Conversions
In order to secure leads and increase your sales and conversions, you will need to come in contact with the potential customer as soon as possible. According to a survey done by Drift, over 50% of companies that sell some kind of product respond to an email after five days or don’t respond at all. This is a shockingly large number and these companies are losing clients by making a simple mistake.
Live chats, on the other hand, let buyers get all of their questions answered within a few minutes. Once again, your customers will not want to wait days or weeks to get a reply. They will simply move on to a different website. This is why it is so important to have their attention on you. Once that is done, they will be more likely to buy your product or use your service.
Drift’s survey looked at 433 sales teams to see how fast sales associates responded to new inquiries on the website and how this correlated with lead generation. What they found was that the odds to make contact with a lead decreased by ten times after just five minutes without a response, while fifteen minutes resulted in a complete loss of the lead. Imagine what the outcome is for week-long email silence.
10. Average Order Value
When a customer is looking for a new phone, a sales assistant can not only recommend the right model but also point out that they have suitable phone cases, headphones, and other accessories to go along. If your customer is persuaded to buy the phone, they will most likely purchase something else along with it that your customer support person recommended them over live chat.
To sum up, live chats will give you way more benefits than you expect. They don’t only help build long-term relationships with customers, but also make your business’s overall image better. Moreover, they increase sales and satisfy your customers while also making you a competitive player in the market.
If you were still in doubt before reading this article, then you have surely realized by now how important live chats actually are. Change your old support form to something more reliable. This is the technology of the future.
About the Author:
Kristin Savage is interested in writing and planning to publish her own book in the nearest future. She has been a reviewer at Pick Writers for a few years and is known for her thorough approach to accurately assess newcomer translation services.
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