Customer expectations are constantly growing, and this is one of the trends that's changing the way we sell and buy online.
The Internet allows people from all over the world to shop on your website at all hours, but support for orders is usually more limited.
Research shows that the average response time for customer support requests on social media is about 10 hours, while response times via email are over 12 hours. This is unacceptable to many customers. So how do you respond more quickly to requests? Simple: install a live chat.
Live chat is a tool that allows you to talk in real time with your potential customers while they're on your website. It's an inexpensive and easy to install solution, and customers like it because it's much faster than any other digital service channel.
More and more websites are integrating live chat in order to improve response times, and 33% of consumers expect to see a live chat on the websites they visit.
In fact, there's much more to a live chat service than providing quick customer support. Here are the benefits that live chat can offer your business.
1. Increase sales and conversions
The American Marketing Association found that B2B companies that used live chat increased conversions by an average of 20%.
While browsing your website, potential customers may have questions about your product or service. Installing live chat will allow you to respond immediately while the person is still on your website and will help them complete their purchase.
2. Improve the customer’s experience on your website
With live chat, your customers no longer have to interrupt their shopping experience and pick up their phone or send an email if they have a question: they can get an immediate response. This is important when purchasing software and other types of products.
Live chat is typically found on the homepage and on product pages, but another way to enhance the website experience is to place the chat in unusual locations, such as on 404 pages or pages that have been deleted. When your customers arrive on a 404 page, they usually leave. Live chat can help them continue browsing and find what they're looking for.
3. Gain a competitive advantage
Installing a live chat service for your customers offers a tremendous opportunity to gain a competitive advantage over your competitors.
Nowadays, in fact, although more and more customers expect to find a chat on websites, many companies have not yet responded to this expectation.
Live chat can be a way to differentiate yourself from the competition by demonstrating that you're meeting consumer expectations.
4. Reduce the cost of customer service
It's no secret that customer support can be expensive: with traditional telephone customer service, you can only handle one call at a time. With live chat, however, it's easier to handle multiple requests at once, depending on the complexity of the issues involved.
Being able to manage multiple chats at once means being faster and more efficient, while also optimizing the costs of the staff involved.
5. Loyalize potential customers
Unlike when entering a physical store, where salespeople can offer advice and establish a relationship for the purpose of selling, online consumers don't have this opportunity and are naturally inclined to be more skeptical. With a live chat service, you can have a direct conversation with your potential customers, which allows you to build trust and bridge the gap between the online and offline shopping experience.
In conclusion, if you want your business to succeed in the digital world, you need to install live chat on your website.
Your potential customers want fast and immediate support in the purchasing process. The good news is that few companies are using live chat, which makes it easier for you to stand out from the competition.
The advantages of using live chat on your website are many... so what are you waiting for? Install a live chat now!
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