If your online business is not taking advantage of live chat software, you are missing out on gaining new visitors, converting traffic, and building a solid trustworthy reputation. Here is a more detailed look at how live chat software can benefit your business.
Live Chat Enhances the Customer Support Experience
The most successful online businesses provide excellent customer support. By being on hand to answer questions and solve issues quickly, companies can ensure customer satisfaction. In turn, that leads to repeat customers and higher revenue. Customers typically prefer live chat over other communication options because they can get questions answered immediately instead of having to send an email and not knowing how long it will take to get a response.
Furthermore, live chat reduces repetition for your customers. No one wants to have to repeat again and again the issues they have been having, but that is typical of normal customer support methods. But with live chat software, customer service agents can read archived details of the customer’s issue to speed up the process.
Some Business Can Use Live Chat to Enhance Their Products or Services
Live chat is not just beneficial for customer support reasons. Some businesses are able to adopt live chat as part of their products and services. For example, online live casinos enable players to play games like live blackjack or roulette in real-time with actual dealers. By including live chat features, live casinos allow players to interact with the dealers in real-time for a much more immersive and enjoyable gaming experience.
Live Chat Can Increase Sales and Conversions
Providing excellent customer service is a great way of backhandedly making sales, but a live chat function also enables you to increase sales and conversions directly. According to the American Marketing Association, B2B companies that use live chat software see an average 20% conversion increase. Furthermore, according to eMarketer, 35% of people who use live chat end up making a purchase. Live chat is basically like having a ready-made sales assistant continually on standby, so it is no wonder live chat software is increasingly being used by online businesses of all types.
Live Chat Can Contribute Toward Increasing Average Order Values
Live chat cannot only help your business to increase sales. It can also help to increase the value of each sale. Because live chat enables customers to talk about their needs, you can recommend similar products and services better and cross-sell to increase the average order value. For example, if a customer makes use of live chat to talk through their needs for purchasing a new laptop, you could sell the customer not only the right laptop but also accessories like a carry case and a portable disc drive.
Live Chat Enables You to Reduce Customer Support Costs
Traditionally, customer support services are expensive. Call centre staff can handle both phone and email requests, but they can only handle one customer issue at a time. On the other hand, live chat software enables customer service agents to engage with up to six simultaneous chats. By being able to handle more customers, you can reduce your customer support costs.
Live Chat Enables You to Build Trust with Your Customers
People are naturally sceptical about buying things online from companies they do not know. But a live chat function can drastically alter how customers feel about a platform. With live chat, customers are able to have immediate chats to find out more about your company and its products or services. By having access to a customer agent in the same way as a customer would in a brick-and-mortar shop, visitors to your website will have more trust in your company and they are more likely to convert into customers.