Live Chat

You don’t have to be a marketing expert to know that customer service plays a crucial role in business. Your customers are the ones who spread the word about you and help grow your customer base.

Many eCommerce websites have been adding live chat support to their help desk software in order to provide real-time answers rather than having customers leave their websites. Real-time chatting with a customer support expert not only builds customers‘ confidence during their shopping experience but also helps to improve your conversion rates. According to a survey of online consumers, 68% engage in live chat and 63% prefer getting back to a website with live chat for repeat purchase.

Reasons Why Live Chat Is Important

Increase sales and conversions

The first major benefit of using live chat on your website is the potential to increase sales.

Research has found that companies who used live chat see, on average, a 20% increase in conversions!

While browsing your website, prospects and customers will have questions about your product or service. With live chat, you can answer them immediately – and while the buyer is still on your website.

This is what makes live chat so powerful.

Live chat gives you the chance to hold your buyers’ by the hand, help them overcome objections and reach a buying decision. It’s like having a sales assistant on standby, live on your website.

Furthermore, a report by eMarketer looked into the impact live chat has on consumers. The report found that 35% more people made a purchase online after using live chat

No long queues & frustrated customers

With Live Chat, you can not only assist your customers instantly but also save them from the hassle of going through long automated menus before they can speak with a person. From a customer’s perspective, this alone can turn them into happy customers and from a business’s perspective, live chat helps one step towards achieving your goal for world-class support.

Reduce Cost

It’s no secret that customer support can be expensive.

The benefit of live chat software is that it changes all of that.

According to research, customer advisers can engage in as many as six simultaneous chats, depending on the complexity of the issues involved.

Being able to handle several customer chats at once means you’ll need a substantially smaller team to handle customer service requests, reducing your support costs as a result.

If that’s not enough to persuade you, live chat is more than 50% cheaper than handling phone calls.

Build Trust

When you walk into a physical store, the retailer gets the chance to build a rapport with you during the sales process. This helps them establish trust and make the sale. But online, you can’t do that.

Consumers’ are naturally sceptical of buying things from people they don’t know. It’s human nature. But, with live chat, you can have a direct conversation with your buyer that allows you to build trust and close the gap between online and offline purchases.

Trends found that 90% of customers said the “Live Chat” button gives them confidence that they can get help if they need it. Without live chat, you’re going to have to work a lot harder to build trust with your website visitors.