Live chat was once something that only websites that were online-only used. Now, by 2021, it will be a must-have to make people happy and sell things.
A survey by ReferralRock reports that 65% of people think all brands should use live chat on their websites, and 88% of online businesses have already implemented it. Allied Market Research predicts the global live chat software market will reach $997 million by 2023, which is a lot! These and other surveys make a good argument for investing in the software.
What’s in it:
- Enhance website experience
- Gain customer trust
- Increase conversion rate
- Increase your average order value
- Unique personalized service
- Collect potential customer date
- Enhance customer service
- Conclusion
Enhance website experience
Research tells us that many customers think live chat should be a part of an online store. It makes them feel good. In this way, the lack of online chat can make people have a bad feeling about your store.
Live chat is usually available on a website’s home and product pages. You can also add direct chat to 404 pages, which are pages that don’t have any content on them.
Live chat allows customers to stay on your site and get their questions answered online instead of leaving the site to send an email or call customer service. This is better for you because it reduces the chances that they will not return to your site.
Gain customer trust
It is easier for people to buy something if they know the company. When people go into a store, then the salesperson has the opportunity to get to know them. But this does not happen online when you use live chat.
Live chat is when a salesperson has a conversation with someone in real-time. They can tell you about the house while they are talking to you. Live chat helps people trust the salesperson and it makes for an excellent buying experience.
Increase conversion rate
Live chat can help you sell your product. It is quick and kind. You can answer questions about the product, shipping, and warranties. This will help people to buy your product because they won’t have any doubts.
If someone asks a question, you can answer it through chat. You will be a proxy for an in-person sales associate or even someone who is online.
A live chat tool can also prevent a customer from abandoning their cart. For example, if a person is about to leave without buying anything, you can write them on the chat and ask them if they need help with the checkout.
Increase your average order value
Kayako’s research has found that customers often spend more money when a business provides a online chat experience. Live chat agents can answer or help with questions, provide product information, and upsell if they want to.
Unique personalized service
Every time a customer enters a traditional store or talks to an online store by phone, the person they talk to does not know anything about them. So if you are in the store, they do not know who you are and what your favorite items are. And if you call them on the phone, they do not know anything about you too.
A chatbot tool is good because you can see what the visitor was looking at as they browsed your website, how long they were there, and what their email address is. That way you can provide personalized help and give a good customer experience.
Collect potential customer date
A lot of brands use live chat software to take orders. It has an advantage because it can collect customer data. Collecting the shopper’s data during a conversation or via pre-and post-chat surveys will allow the brand to figure out if that customer is returning. The data also provides a way for the brand to keep in touch with you, send coupons, and suggest products that you might like based on what you have previously bought or searched for. You can use chatbot data to create reports and track how you are doing with customer service.
Enhance customer service
A business needs good customer service. Live chat is a way to answer questions quickly when people visit your website. It’s much easier for someone to click the online chat button than it is for them to email customer support, or worse, leave your site without their question answered and not come back.
Conversocial did a study on what people liked. They found out that 43% of people said that real-time service contributed to a good experience. This includes things like live chat support and resolving issues quickly without any problems. If you have this, it could help with buying decisions for customers.
Conclusion
Live chat is a powerful tool for your business and can be used in many ways. We’ve outlined some of the benefits of using online chat on your website, but you may have other ideas about how it could benefit your company as well. Want to know more? Reach out today! The power of direct chat has been proven time and again by increased conversion rates, average order value, customer satisfaction ratings, etc., so don’t hesitate to contact us now if this sounds like something that would help grow your online store.
FAQs
Live chat is a software application that allows customers to talk with a company representative in real-time.
Companies can benefit from this by having it as a way of engaging customers, especially new customers who may not be sure about what they are looking for or why they would need the item.
Live chat is a service whereby the technical support agent sees and responds to your conversation in real-time. You can use this to learn more about any issue you might be having with our system, as well as resolving issues without the need for an email exchange.
Live chat is often used by online stores because it can help keep customers engaged and make the purchase process easier overall. Conversing in real-time with a customer service agent has been shown to be an effective way of increasing conversion rates.
There are many diverse programs out there that are competing for your business. One example of a company that offers live chat services via desktop, mobile, email, or in-app is PineChatBot. They have very clear descriptions detailing their product and how they offer different levels of service based on your needs.
