With the changing tide of business and the busyness of customers, it is becoming more and more important to increase channels by which we can respond to and reach out to them in real time. Website chat feature is one of the growing features your business needs to consider having on its website.
At webawesome, you can reach us in realtime through our chat feature available most times
A chat feature on your website is one of such.
Imagine a customer comes to your website and needs a customised item presently not fully available or implied as such, he has the opportunity to make immediate inquiries and make a decision to do business with you in a short time.
A chat feature is beneficial for customer experience and business profit. It creates some personalised response and adds value to your business and the customer at large.
Why you need a website chat feature?
Find below other benefits of a chat feature on your website
Reduced Costs to business and customer
Phone support is usually the traditional method of being there for your customers, this can be very costly. Live chat doesn’t cost much more than a quality email provider and is a lot cheaper than phone support.
The main reason is that live chat enables your operators or team members to multitask and assist several visitors at once. On average, most operators can handle three or more chats simultaneously.
This live chat benefit, called chat concurrency, saves companies a huge amount on personnel costs, as it allows a few live chat agents to do the same work as many phone support employees.
Better Sales
There are several different published studies that stress the fact that live chat can help increase sales numbers.
For instance, an American Marketing Association study shows that live chat help increase conversions by at least 20 percent and that the typical ROI rate from paid live chat software for sales teams is about 300%. The same report states that customers that use live chat are three times more likely to make purchases versus those who don’t.
It’s obvious with these numbers that live chat is effective, and that’s true for a number of reasons. Because live chat provides visitors with instant access to your support staff and sales team (and vice versa,) your team has many more opportunities to turn these visitors into paying clients or customers. Yep, a website chat feature can improve your sales through human to human engagement.
Customer Service and Loyalty
To help you get a better understanding of how much customers appreciate access to live chat, consider the eDigital Customer Service Benchmark survey of 2000 consumers that found that live chat had the highest customer satisfaction levels at 73%, as compared to 61% for email support and only 44% for traditional phone support.
Live chat benefits – high satisfaction rate
With numbers like these, it’s easy to see why customers return to businesses that provide live chat. Simply put, customers feel more confident doing business with companies that make support easy, hassle-free, and instantaneous.
Live chat allows you to solve problems faster, give quick answers to questions about your products and provide assurance to your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty.
Discover Customer Pain Points
The Internet Revolution and new digital marketing have brought about many new terms used when conducting business and “pain points” is one of them. Simply put, a pain point is a problem that a customer has that has not been solved or a need that has not been addressed.
With traditional support systems, such as email or phone calls, it is sometimes difficult to know the pain points of your customers because they may only be heard or received by one team or individual.
With live chat, though, administrators and supervisors have access to all chat histories.
Therefore, management can discover the problems or needs of their customers and find effective ways to address and resolve them. This is one of the greatest benefits of live chat.
Faster Problem Resolutions
Knowledge bases and help articles are excellent ways of providing support and helping customers solve problems. If you have many such documents or help articles online, though, customers or users may not be able to find or use them quickly.
With live chat, though, operators are able to “push” links to help or training documents quickly via the chat window. Therefore, instead of walking users through troubleshooting and resolution procedures step by step, operators can instead link the visitor to the appropriate document or content directly.
This is something you simply cannot do with phone support and a feature that can save operators a tremendous amount of time in helping resolve issues and problems your customers or users may have.
Customer Experience Improvements and Convenience
At the end of the day, the overall quality of your product or service will ultimately be the deciding factor as to whether or not your business is successful. Besides that, making it easy for your customers or clients to contact you about questions or problems they might have is probably a close second.
Live chat provides your website visitors with instant access to salespeople and support staff. Therefore, clients and visitors are more confident in your company as a vendor and a source of valuable knowledge and support.
The Aberdeen Group research report found that live chat was hands down the preferred method of communication for online shoppers when compared to other communication methods.
If you take a look at the report, you’ll discover that live chat makes it easy for your customers to do business with you, which usually leads to them responding with increased loyalty and spending. You need a website chat feature to achieve that
Competitive Advantages
How can this be a benefit of live chat? A recent report published by TELUS International found that a considerably high number of online businesses still do not use any sort of live chat system on their websites.
This means that if you do opt to install live chat software on your site(s) — and you should — chances are good that you will have a distinct advantage over your competition in terms of friendly, instant support access as well as more opportunities to engage your website visitors proactively and make more sales.
Because live chat is a lot more affordable and effective than other support solutions, it just makes sense that more businesses will implement the technology on their websites.
Therefore, if you want to start distinguishing your company from competitors — and gain more business in the process — the time to implement live chat on your sites is now and not later.
Find out the best chat tool for your business / website here
Culled from here
At Webawesome Web Designs, we can provide a full web design service, SEO strategy and help maintain your website at an affordable price, We work and have fallen in love with WordPress because of the speed of deployment and turnover and believe that we can transfer and deliver that value to you.
For your SEO services, please contact us today. We are in the Thamesmead, Abbey Wood, South East London axis and can be reached quickly on 07723439379
