The technological advancement has changed the way consumers interact with the product and service they buy from. Today more than 4 billion users connected to the internet, i.e., for the first time in history, a majority of the global population is connected to the internet. This massive surge in the use of the internet has changed the definition for the companies to communicate with their customers. In order to stay aligned with the paradigm shift, every company is now trying to embrace a digital transformation to maintain relevance.
Euromonitor International study shows 66% of professionals think that improving customer satisfaction as a top priority for the companies. This means companies need to listen to their customers and provide them the best services. Responding to the customer or a potential customer is becoming the highest priority for the companies to provide better customer experience rather making new customers.
Now customer communication is no longer writing an email to the support team and wait for their reply after two days of spending hours connecting them via phone. That is why companies need to live chat on their website to provide faster customer service and sales performance.
Here are five reasons you should consider thinking about why live chat software is an essential online tool.
Customers like real-time communication
Today customers prefer chat communication rather than other customer service channels, including telephone and email. To go hand in hand with the latest trends; thus, a company needs to provide support to customers via chat solution. A well-known study discovered that 92% of customers feel satisfied while using the live chat in comparisons to other communication mediums such as web form, email, and voice.
Another research showcases that more than 63% of consumers are more likely to revisit to a site that offers chat service. You will be surprised to know that most of the businesses still don’t have this tool on their website.
Increase business credibility
Live chat allows your customers to converse with humans directly; it raises client satisfaction and therefore makes your business more credible. Having a real-time chat solution for the website is like a winning moment for your business. Various research has demonstrated that live chat software can fetch over 20% increase in conversion rates. The dominant success idea to develop conversion rate is to have agents available 24/7 and well trained about your products and services.
Save time and money
Businesses are always striving to get a cost-effective customer service solution. More companies were using the phone or email support as customer support to connect to their customers. But if we take the real fact it takes more time and costly to maintain. On the other hand, online chat software is relatively cheaper to utilize on your site.
More than 50% of customers like live chat as it let them multitask and provides real-time services to a particular customer. The accomplishment of the chat service is a few minutes of work. For example, smart live chat software permits many alternatives for chat distribution or deployment with the help of integrations available for the most used eCommerce or CMS. Also, not even this live agent offers full integration service to its consumers at no cost. A few chat software by default come up with a translation feature that makes it simpler for agents to manage live chat in all languages.
Enhance conversions or sales
About 83% of customers require some online support when they are buying products online. A study also showcases that 44% of consumers believe that having the capability to convert to an agent while the online purchase is the greatest thing ever. That’s why most audience prefers to buy from sites having the live chat feature to get a response quickly. You can also automate the sales process by integrating chatbots to your business for automatic lead qualification and boost sales conversions
As a result, they can recommend extra purchases that might be an ideal fit for that exacting customer. Make them ready with discount coupons, which they can offer to clients who are still confused before buying. Also, make sure that at least one agent is presented at a particular time to answer customer queries.
Make troubleshooting easier
It can be much simpler to guide a user via text in place of voice. For instance – you start a call with a non-technical customer who has a problem in installing new software, and it may take much time to help them over the phone. But through chat, you can able to share step by step instructions such as useful links, screenshots, etc. and allow them to pursue the process quickly. You can combine live chat with co-browsing and video chat to make the conversation interactive and effective. With visual tools, you can collaborate with your customer browser and have a personalized face to face chat in real-time.
Before you go for live chat software, you should have to consider a few key queries. You have to decide what pages is the precise one to place chat solution. Here you have to choose key action pages such as a landing page, pricing page, contact page, or even on the entire website.
Chatbots are supportive of taking out information from a visitor. However, having a real human to answer queries is crucial. Find out one or two candidates within your team who can be a perfect fit to work chat to assess its benefits. Getting countless visitors to chat may not be the only dimension of success. Ask yourself what do you need to overcome with an online chat solution? Also, what are the early pointers of success so that you can decide if messaging is worth saving?
To conclude, your business is going to be benefitted from a more efficient and more responsive customer service channel hence, you should consider implementing live chat for your website.