Are you aware that no matter how user friendly a website is, your customers will always need one form of assistance at some point or the other. Research shows that over 83% of users will need help navigating through a website before completing a process. This means there is need for them to be provided a way to get across to you and be attended to immediately without their having to leave the website itself. But you really do not need the above statistics to tell you that being able to respond quickly to say a lead is a much better way to convert and retain a customer than any other practice. Whether your business offers products or services, you need to be on the customer’s good side since they are the ones who help in your branding process. One tool that allows you to instantly attend to your customer’s needs is live chat and intalling a live chat widget on your website is a great way to increase customer satisfaction. Live chat is now a must have for all business websites and this article is aimed at showing you why.
Reduction in expenses
Phone calls have always been the go-to medium for businesses to support and guide their customers all these years. But they can be very expensive and inefficient. The cost of toll fees is quite significant and take a large chunk of a business’s budget. But not only are they expensive in terms of tolls, they also are high on person-per hour cost with no significant result to match the cost. Live chats on the other hand achieve way more and are significantly cost effective. All one requires is a good email service and a good agent.
They also produce more result even though they are relatively low cost. A good live chat agent can simultaneously chat with three or more customers and would be able to multitask to respond better to customer’s needs. Live chat customer service has been shown to be 17-30% cheaper than phone call support.
Being able to provide on the spot responses to customers going through a purchase process increases chances that they will complete the process. Poor customer experience increases cases of abandoned carts. A live chat remedies this thereby boosting sales. Also, like instant messaging apps, live chat softwares allow for exchange of files between the customer and the agent so that your agents can perform and on-the-spot promotion of new products or services without disrupting the sales process. This is effective since the agents are able to know what the individual customer is interested in and when the perfect time is to introduce it to them..
Just like radio adverts which are no longer effective, forms are fast becoming obsolete. It is not surprising since one way to increase user experience is to use forms that are as short as possible.
Brendan Wilde of Umbrellar Cloud advises website owners to both add a call to action button per page and to include only the strictly necessary fields in their forms or do away with them if possible. But all these are only to mitigate the counterproductive effects of using forms in 2018.
Live chats serve the purpose of forms and even better. Technology and change in customer behaviour has really shifted away from an impersonal seller-customer relationship which is what the use of form is. What the use of live chat does is present a more personal means of getting customer’s detail.
Build credibility with your customers
Websites tend to feel impersonal also. Which is why you need to add a little friendliness when interacting with your customers. Live chats provide this. As a customer, the ability to chat with an employee of the company, a manager or at least, a representative of the business helps give it some credibility and it is important for customers to trust you.
Live chats are even more efficient for this purpose when all your team members have an extensive understanding of your business so that they are able to engage any query from your customers. Proper product knowledge is important and live chats ensure that each product or service is explained to each customer in the best way they can understand. They are also to respond to every online and offline questions they might have. This way you will significantly increase your user experience.
Detect customer pain points
These are areas of difficulties a customer experiences which have not been resolved. They are not resolved because present support systems like email and phone conversations are not able to. Emails, for instance, are sent and received by one employee or a team and their method of explaining a product lr service or process to a particular customer is inadequate.
However, other more qualified members of the company like directors and supervisors can access live chat history and help put the costumer through to resolve their persistent difficulty. This way, business managers find it easier to follow up as many customers as they have to resolve any issue they might have as individuals.
Many brands and companies are yet to get in on live chats. Which is surprising considering customer behaviour over the past few years have been showing resistance and distaste in the traditional methods of providing customer support. In fact, a study shows that only 9% out of 1000 companies studied are yet to incorporate live chats on their website to provide real time assistance to their customers.
The implication is that installing live chat on your website today, will give you a significant competitive advantage over your less progressive competition.
Responding faster to customer’s queries means more leads. However, most businesses do not respond fast enough to their customer’s requests. This is often owing to the customer support media they use. Emails and phone calls are great but as more people access the internet with mobile, customer behaviour shifts. This means that users are now wanting answers faster than they used to in the past. Different studies in the past has shown that quicker response time positively impact lead generation and that is what live chats offer.