There are many ways to communicate with your prospects, but live chat support is the most interesting. By 2023, the global market for live chat software will be worth $997 million.
Live chat allows you to interact with website visitors in real-time and build long-term relationships with them by facilitating them faster. That is why companies that provide live chat options see a rise in client satisfaction and sales.
Read on to find more reasons small businesses should use live chat on their site.
Customers Benefit From Real-Time Convenience
The power of a real-time dialogue with a customer should not be underestimated. Nearly four out of ten online shoppers feel that having their concerns addressed by a live agent as they make an online purchase is one of the most significant benefits a website can offer.
Online shoppers are the primary audience for a live chat since they:
- have questions regarding product specifications
- have trouble locating an item on a specific website
- wish to compare products
These factors have a massive impact on their purchase decisions. Then there are your existing customers who use live chat to:
- know more about the return policy
- see what’s happening with their order
- address an issue with your service or have a suggestion for improvement
When a large-scale issue affecting your customers is brought to your attention, you can immediately receive comments or notifications via live chat. If something goes wrong with your SaaS company, customer support chat can provide you with a quick look at the problem from your customers’ perspective.
Stay Competitive In the Marketplace
It’s impossible to keep up with all potential competitors.
Live chat support can help you avoid high bounce rates. When your current and prospective clients can find all the answers they need on your website, they are less likely to abandon carts and go to your competitor’s.
Many of the world’s most well-known brands rely on customer support chat to stay ahead of their competitors, and so can you.
Increased Sales and Conversions
Customers are more likely to stay on your website and make a purchase if you have a live person take them through the process. The higher the average order value, the better the customer’s experience.
Live chat directly impacts your sales, as made evident by the fact that for 79% of businesses, it has improved sales, revenue, and customer loyalty.
Having well-trained customer service agents is essential for increasing conversions through live chat. Educate them about your items so that they can suggest additional purchases to their customers. Give them discount coupons to hand out to consumers who aren’t quite ready to make the buy just yet.
Long-Term Customer Relationships
Customer retention is crucial to your organization’s long-term success. Depending on your sector and the competitive situation in that market, returning consumers are likely to spend more, refer friends and family, and stay on as paying clients for a very long time.
Using a live chat platform can help you build these long-term relationships by demonstrating that your organization values your customers’ opinions and satisfaction.
More than half of consumers are more inclined to return to or purchase from a company that offers live chat help.
In-Depth Reports
Quality live chat software isn’t just good at connecting you to your website’s visitors, but it can also create reports to track customer and agent activity. Hence using this feature will help your firm acquire valuable data.
So, with the right software, it becomes easier to identify poor customer service performers and provide additional direction or training. Moreover, you can keep records of client queries that were ignored, delayed, escalated, etc.
It can assist your customer service to improve CX every day by recognizing customer service pain points.
Quick Customer Service
Your live chats should be feature-rich, allowing you to share links, files, and photos. That way, you can efficiently manage consumer inquiries via online chat.
Imagine explaining a method or a guide to a client over the phone. It can be way more convenient and helpful to demonstrate everything to your customer step-by-step via a knowledge base article, video, or other files that you can share in live chat.
Wrapping Up
In short, live chat provides much more than just a way to contact a company’s support staff. One of the main aspects that define a company’s success is that it facilitates customers and prospects almost instantly.
Being client-oriented is becoming increasingly vital in a world where customers have many options. This is precisely why you should stop waiting and integrate live chat into your website right now.
