24 Jul 5 REASONS WHY LIVE CHAT IS IMPORTANT FOR YOUR BUSINESS WEBSITE
First of all, advantages, that live chat has to offer is its convenience for customers. A Forrester research found the following:
44 % of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.
There are two types of customers who need help and use live chat to get it. The first are potential buyers, and these are the most common situations in which potential online customers use live chat:
Want to know more about product specifications
- Having trouble finding specific item on a given website
- Want to compare products
These scenarios enormously influence purchase decisions. In fact, more than 38% of online customers took their purchase decision due to live chat session. Remember, that chat agents play a huge role and if they are properly trained, they can easily generate more sales.
1. Live chat is convenient for customers
Live chat is convenient for customers for several reasons:
1). It connects them instantly with an agent. There are no hiccups. No need to dial a number and press several buttons before you can talk to an agent.
2). Live chat allows customers to multi-task. This is perhaps the biggest benefit. Over 51% of customers like live chat because it allows them to multitask. Even if they have to wait for a few minutes, 3). The wait time is negligible. Since they can multi-task, therefore, even they have to wait for a few good minutes, they don’t mind.
4). The conversation can be saved. It’s easier to guide a user through text instead of voice. Links can be shared easily through live chat.
5). The customer queries are answered instantly. An email, on the other hand, has to be replied several times before the issue is resolved and it might take a few days in the process.
6). Customers can have their purchase-related queries answered right on time. According to a study, 44% of consumers said that having the ability to talk to an agent in the middle of an online purchase is the best thing ever.
Customers appreciate live chat as it helps them in making the right buying decisions.
2. Live Chat Saves Money
Live Chat is cost efficient because of these 3 main reasons:
- It increases efficiency by allowing live chat agents handle multiple chats simultaneously, thus you don’t need to hire more agents. Intelligent live chat software such as LiveAgent allows multiple options for chat distribution and utilization.
- It increases the average order value, since customers get realtime advice and answers to any questions they might have. It saves „product return“ expenses as a live chat representative can help you pick the right product or service, which suits the customer best, thus he or she will be satisfied with it and won’t need to return it back.
- It reduces overall helpdesk center costs by lowering the waiting queue time when compared to a call center.
The implementation of livechat service is a few minutes of work. LiveAgent Live Chat has a bunch of integrations ready for the most widely used ecommerce and content management systems, thus you don’t even need any HTML skills to implement live chat on your website. Additionaly, LiveAgent provides full integration service to its customers, free of cost.
3. Provide Competitive Advantage
It’s never been more important to stand out among your competitors as nowadays. The amount of business rivals is tremendous and is increasing every day.
Not only small and medium-sized businesses are recognizing the importance of providing real time customer service, but also corporates like Apple, SKY, Virgin Airlines, and many more are using live chat to be one step ahead of competition.
4. Increase Conversions and Sales
Having a real person walk you through a purchase adds confidence and customers tend to spend more than the ones who don’t use live chat. A positive experience leads to a higher average order value, thus your sales are directly affected by live chat.
Multiple studies have proven that livechat can bring a 20%+ increase in conversion rates.
The key to success in conversion increase(with livechat) is having your representatives properly trained. Provide them with insightful knowledge about your products, so they can recommend additional purchases that may be the perfect fit for that particular customer. Equip them with discount coupons, which they can offer to customers who are still hesitating before purchase.
5. Build long-term relationships
Satisfied, long-term customers are statistically less likely to switch. As an added bonus, they tend to be less price-sensitive. Experts say that customers who feel taken care of are less concerned about what they are paying.
63%of customers who‘ve used live chat tend to come back rather than the ones who don’t. Studies show that regular customers tend to buy more often and they are less expensive to maintain because of their familiarity with your business and the processes behind it.
When customers feel their voice is heard and they chat with a person behind the company, it’s more likely that they’ll have a stronger connection to your business and share their positive experience.