Live chat is an essential component to help customers navigate a certain website or product information that works faster than any customer representative method. But there are still some businesses that are not taking advantage of this platform. Here are reasons why integrating a chat support system is essential for your business website.
One of the barriers for customers not pushing through with a purchase is because of unanswered questions about a product. If it takes a long time for a query to be answered, clients are likely to jump ship and move to your competition. American Marketing Association conducted a study that showed a 20% jump in sales just by using live chat features on business websites. Live chat supports makes for an easier access for clients to customer representatives to get quick answers without having to go through the hurdles of traditional calling or email queries.
Better Customer Relations
The more channels you open, the more customers can reach you on any platform. Having a 24 seven chat service is a popular choice among consumers since it’s easier, direct and would not require any talking on both ends. Some consumers prefer to do chat or email than having to do voice calls since it doesn’t require any voice calls or face to face meeting. It’s devoid of any discomfort, long waiting periods and constant keypad pressing. Unlike email, this feature resolves any problems faster with better turnarounds.
It Gives You An Edge Against The Competition
As mentioned, some business still has not taken advantage of this platform. Imagine losing 20% clients just because your business is not quick enough to resolve issues? This is a sizable number you can’t afford to lose. Aside from that, customers want all their transactions smooth and easy. With this, your customer satisfaction will improve with more referrals from such good service.
Take Proactive Measures
Another advantage of having a live chat support in your website is it initiates a dialogue between your business and the customer. As soon as your customer goes to your site, the chat program will know the page they are browsing, products they are looking into and other information that will indicate what clients may be looking into but can’t seem to move forward. With this feature, your business will be able to create meaningful conversations and understand their needs better.
It Saves You Money
Chat support saves you money on phone services. While chat services are not free, they might reduce your operations expenses and work on building your customer retention in an efficient manner. Since the majority of the customers browsing your website may not be keen to talk to any phone customer representatives, having a chat support service lessens the need for staff needed as this allows them to work with various customers at the same time.
Tracks Your Business Performance
This tool stores a lot of information that can help you create innovative solutions for your business. You will see the traffic, request volumes and calibrate whether your customer representatives are doing a good job at handling client queries. Aside from evaluating your staff on their performance, you can also check the affectivity of operating a chat support system and make changes as needed.