A Website is an online identity of your business. It ought to be interactive to hold a customer’s attention. Live chat helps reckon a human touch to your digital website.
This interface acts like a Consumer Relationship Representative available for everyone and everywhere across the globe.
A Survey of American online customers shows that clients prefer sites containing live chat. According to the survey, 68 percent of the visitors engage in live chat and 63 percent come back for repetitive purchase.
As a part and parcel of live chat, many advantages come live with it.
1. Guaranteed convenience.
Customers are comfortable with Live Chat rather than Phones. With Live Chat, customers can be assured of immediate attention which is practically not possible with Phones. For Online purchasing, customers love the idea of immediate help and assistance.
The hassles of finding phone numbers, dialing them, waiting for busy lines, long IVR Input processes and many more puts the customer off of his shopping experience. Thus, Live Chats are essential to have a smooth interface.
2. Cost effective interface.
Phone calls require one-on-one attention, whereas during a Live Chat, one candidate can manage multiple clients simultaneously. This helps cut cost and, thus save the company’s resources. Maintaining a separate call center can be an expensive affair. The firm needs to hire executives, purchase phones, pay phone bills, even incorporate a call routing software.
On the other hand, a Live chat on the site helps save on these expenses. All that needs to be done is to install the software and you are ready to go.
With this businesses can keep directly in touch with their customers. Moreover, it is cheaper for the customers as well. They need not worry about their phone bills while talking to you. This helps instill goodwill among customers.
3. Synthesizing multitasking.
With Phone calls one needs to bear the pain of holding the receiver, waiting for the reps to pick up call. This process captures all time and attention of an individual. The automated responses overcome the hurdles of waiting.
Live Chat facilitates other variant tasks like Email updates and other Project Tasks. The Customers are notified by a beep sound when the representative is available for chat. Customers can get into the discussion with them right away.
4. High-tech solution.
In this fast paced world, everyone loves speed. Your customers too ! In Live Chat, a customer can be addressed more speedily than a traditional call system. This yields better customer satisfaction by eliminating the waiting in a Queue. Customers can get access to the reps whenever the need arises.
5. Providing 24/7 service.
The Offices can be closed for holidays on the weekends or other public holidays. Online live chat can be utilized to provide 365 days service to the customers. With live chat, queries can be answered from anyplace, anytime.
With some inbuilt replies, customers reach can be maximized even for non-office timings. This round the clock availability will help build trust among the customers.
6. Storehouse of data.
Live chats facilitate storage of data for future reference. Vital information about the customer: his history, his path of landing, activity status during a chat, and so on, can be stored. This information can be utilized for better functioning of the sales department.
If a problem is arising simultaneously with multiple customers it can be tracked and one can arrive to the solution by utilizing the stored data. Further steps can be taken to curtail these problems in the future.
7. Burgeon the conversion rate.
Leveraging the availability of users in real time and persuading them to purchase products is a sale technique that can be used with a Live chat.
This serves as a boon to the business. Personally convincing the prospects to buy from your company facilitates gaining their confidence and helps in up-selling and cross-selling.
Trained Reps can advise the customers about the benefits of buying from them, they can also provide discounts/ free gifts persuading prospects to become actual customers.
8. Cut-throat competition.
To survive the rat race in this competitive world, one always needs to introduce new strategies. Nevertheless, with changing business trends live chat has become an integral part of any business.
Yet, there are many companies who refrain to introduce it. This gives an edge of being a preferred choice to your customers over your competitors who still haven’t incorporated Live chat.
9. Customer retention.
Live chat helps to increase the satisfaction level of customers. Satisfied customers promote repetitive sales. Furthermore, the customers tend to become less concerned about what they are paying, a long as they feel comfortable.
That means comfortable with your company and the products. It helps to develop a long-term relationship with the customers.
Live chat, the most viable and essential business trend, provides an unmatched potential to your business. Still not convinced? Take our advice and give it a shot. Setup a live chat and you will be surprised to realize how it provides wings to your business!