Why Use Live Chat On Your Site?

If you’re like most people, there’s been a time when you’re looking for something very specific online. After scouring several websites that sell the item, you notice a key feature omitted from the product description. As a responsible shopper who doesn’t like to spend extra time and energy making returns, this could be the moment that you decide to move on to another website to find what you seek. That is unless the site operator has the foresight to offer Live Chat support for roving visitors who could use some extra assistance.

Improve Customer Satisfaction and Retention Rates with a Live Chat Operator

Instead of letting your potential customer drift and search looking for the information they seek, a Live Chat operator can offer assistance and answer any questions while the visitor is engaged on the site, without having to move the conversation offline via a phone call. A Live Chat Operator helps streamline your operations by providing customers and potential clients with a convenient way to get answers to the questions they have without a lot of extra “friction” or waiting.

Businesses of all sizes can benefit from using a Live Chat Agent on their website for a multitude of reasons.

A Live Chat Operator Can Monitor Website Traffic

These days, website traffic is a valuable commodity. For companies that invest in advertising and promotions to augment organic website traffic, it’s essential to try and gain a return on that investment. A Live Chat Operator can, in essence, work as a set of extra eyes to monitor the click paths that visitors take once they’re at the site. Furthermore, the operator (or automation) can “push” a conversation to answer any questions or engage with the visitor if they appear to be having issues navigating the website. By offering assistance, this can help identify navigational problems at your site that could potentially cost you lost revenue from abandoned or dropped carts. By improving your overall user experience, you’re building a stronger relationship with your customer and making your website better.

Increase Trust In Your Brand

Another big hurdle for smaller, less known ecommerce sites is building trust and confidence with potential clients who may not be particularly familiar with your brand. For new customers, the presence of a Live Chat operator at your site offers reassurance that they can get help with the click of a button. Depending on the level of service you’re willing to provide via Live Chat, you may even be able to help people who are having difficulties processing their payment. Web sites that use Live Chat maintain a higher customer satisfaction rate, because most consumers who shop online prefer using a convenient Live Chat over making phone calls to answer questions or resolve issues.

A Live Chat Operator Can Offer Immediate Responses And Timely Resolutions

Live Chat offers a real-time solution for your clients. On average, it takes less than a minute for a Live Chat operator to resolve most questions or issues concerned with their website visit. Live Chat Operators can be utilized in a number of different ways, from sales to support, and all aspects of customer service in between. When helping with sales, your Live Chat operator should be knowledgeable enough to assist customers with their inquiries and orders. If you also provide technical or product support, the Live Chat operators should be well trained and have access to all applicable materials to provide a stellar level of customer support. Your Live Chat operator serves as a first-line customer service agent who can handle first line questions, and if needed, refer the client to the next level of customer service when necessary.

For business owners who are interested in boosting the results from your web presence, Live Chat is an affordable and smart addition to your web development roadmap. Additionally, installing Live Chat helps improve productivity in your organization. Depending on the nature of your business, Live Chat can be used to assist in scheduling appointments with your sales force or employees of your business, which makes life a little easier for everyone. As you can imagine, this simple addition to your web presence is certainly worth the expense when you factor in the returns you can get from your investment.

In a nutshell, everyone wins. Online business operators can expect that customer satisfaction and conversion rates to increase because they’re taking the extra steps necessary to assure a seamless – and timely – user experience. Clients who receive the highest level of care throughout the purchase cycle are more likely to become loyal customers who tell their friends about your business, which directly benefits your company.

Take Customer Service To The Next Level!

Another tremendous benefit of offering a Live Chat to your website visitors is the fact that it’s a great platform for building and improving customer relationships. According to reports, nearly 65% of online shoppers that engaged in an online chat stated they would use the site again for their shopping needs. It’s no secret that converting a one-time customer into a repeat buyer is a business’ dream, and Live Chat empowers you to provide the exceptional customer service loyal customers are looking for when buying products or services online.

Customer service is your first-line offense and defense in business. You want to go the extra mile to make a favorable impression. Live Chat allows you to interact with website visitors in a meaningful way on a platform that’s convenient to them, regardless of whether they’re browsing your site on a desktop computer, a laptop, a tablet, or a mobile phone.

By having a friendly and responsive Live Chat Operator available at your site, you are taking your Customer service capabilities to the next level. It’s an easy way to stay on top of your business game! Plus, if this is a website feature that your competitors aren’t offering at their site. You no longer have to let a person who might just have a quick question about your products or services leave your site because they weren’t able to find the answer easily.

If you’re ready to boost sales, customer satisfaction, and productivity at your business, you can’t go wrong with Live Chat! Need to implement a Live Chat feature on your website? Give us a shout via the contact form and let’s talk about it!