Companies from major banks to small-time e-commerce stores these days utilize live chat software to give superior services to their clients and enhance response time. Thus, it’s not a surprise that one-third of the customers currently anticipate to see live chat offered on each and every website.
However, there’s much more to live chat software than giving faster client support. Following are some of the reasons how live chat software can have a positive impact on your business
1. Boost Sales & Conversions
The first advantage of implementing live chat on your website is its possibility to boost sales.
As per American Marketing Association research the B2B organizations who utilize live chat witness around 20% expansion in conversions!
While browsing your site, prospects and clients will have inquiries about your product or service. With live chat, you can answer them quickly – while the buyer is still on your site.
A live visit allows you to hold your buyers’ by the hand, enable them to overcome complaints and reach a purchasing decision. It is like having a sales representative as a backup, live on your website.
Moreover, eMarketer analyzed the effect live chat has on buyers. The report found that 35% more individuals made a purchase online after utilizing live chat.
2. Cut Down Support Costs
It is no more a secret that client support can be a costly affair. In a conventional call center, a client service specialist will handle both telephone and email requests. However, only one at a time.
As a research done by Telus International, client service agents can handle about six – simultaneous chats, depending upon the complexity of the issues involved.
Having the capacity to deal with client chats immediately, implies you’ll require a smaller team to deal with client service requests – cutting your support costs as the result.
In the event, if this is insufficient to convince you, live chat is around 50% inexpensive than dealing with phone calls.
3. Competitive Advantage
Offering live chat to your clients presents you with an incredible opportunity to pick up a competitive advantage over your competitors.
An analysis into live chat by Telus International found that various organizations are still not benefiting from the utilization of live chat on their websites. In fact, our own live chat analysis of around 1,000 websites found that about 9% of websites utilize live chat to real-time support to their clients.
Thus, whenever a buyer asks you how are you different to your rivals, you can simply respond, by utilizing live Chat.
4. Increase Average Order Value
Live chat doesn’t simply enable you to boost sales – it also supports you to boost the value of a sale as well!
By utilizing live chat to communicate with the buyer and comprehend their requirements, you can recommend similar products & services by up-selling and cross-selling to increase the average order value.
Internet Retailer found that Virgin Airlines utilized live chat to alter their business. Utilizing live chat software, they did up-selling to clients with additional products and converted around 3.5x all the more frequently and saw a 15% boost in the average order value as a result.
5. Satisfy Your Customers
Live chat is an extraordinary chance to improve client support and give the highest level of the client experience on your website. That’s the reason clients prefer utilizing live chat.
Live chat has the most astounding satisfaction levels for any client service channel, with 73%, compared with 61% for email and 44% for a telephone.
Certainly, you can offer convenient ways for individuals to get in touch with you, however, why not speak with your clients in a channel that they prefer? With this, you will retain more clients.
6. Keep In Contact With Visitors
Unfortunately, everybody who visits your site will not make a purchase from you straight away.
Thus, what happens when a guest leaves the site? Do you kick back and trust that they return sooner or later, or do you make a move?
For individuals who utilize live chat, you can gather information about them – and convert them into leads.
Another advantage of utilizing chat is that regardless of whether you can’t gather contact data the first time around, 63% of shoppers are bound to come back to a site that offers live chat. Along these lines, as opposed to speaking with unknown guests, you will talk with connected prospects.
7. Improve Website Experience
With live chat, your clients no longer need to stop what they’re doing and get the telephone or send an email when they have an inquiry. Rather, they can have their inquiries addressed quickly by a live individual.
This is critical – particularly with regards to buying or subscribing to products on the web.
As per a report found that 44% of online shoppers rate having their inquiries answered by a live individual while in the middle of a purchase as the most vital feature a website can offer.
While enhancing the site experience helps clients, the business advantage here is that clients that use live chat on a site are 3 times more likely to make a buy – having a positive outcome on your bottom line.
8. Understand Your Customer Needs Better
A key piece of any marketing effort or sales process is to comprehend your buyers’ needs and after that give the right solution for them. Not only does live chat software offer you the chance to close a sale right there and then, and also gives you access to their mindset by social event what is known as “Voice of Customer Data”.
Voice of Customer (VOC) information is a market research tool that can enable you to see your business from a client’s point of view. By gathering VOC information you can comprehend their thoughts, and behavior, which would then be able to be utilized to shape product transformation, marketing and the manner in which you develop your business.
One approach to gathering VOC information through live chat is to survey chat transcripts. You and your group can audit important data, for example, words, expressions, and questions that purchaser’s use, which you would then be able to use to optimize your marketing copy to remove fears & questions.
Conclusion –
In the event that you need to be successful in business today, you can no more overlook the live chat software.
Your clients want access to quick and prompt support that encourages them along in their buying decisions. The great news for you is that not many organizations utilize live chat, making it far simpler to emerge from the competition.
Utilizing live chat, you can speak with your clients in a channel they prefer and utilize that to give an exceptional experience. In the event that that is insufficient to persuade you regarding the advantages of live chat, you will likewise decrease support costs and increase average order value and overall sales.
Thus, to what extent will it be before you start utilizing live chat software?
What other live chat software advantages might you want to add?