Today, there is more competition in business than ever before. Customers have a lot of choices, so if you want to be a brand, you have to offer the best quality. And it doesn’t end there. The next step is to build customer loyalty and improve the reputation of your brand.
In the past, there were many ways to gain and keep an edge over the competition. But as industries have changed, it has become harder to offer something that no one else does.
We humans have also all become less patient. We pay less attention, and we want things to happen quickly. In other words, someone else will serve your customers if you don’t do it quickly enough. Here is where the live chat comes in handy.
Now, good customer service has a direct effect on sales and the long-term performance of a company. If you don’t understand, let’s talk about how you can benefit and why you should have a live chat on your website.
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Spend less
First, let’s talk about money. Operational costs are an important expense for all companies. All of your customers will be greeted and have their basic questions answered by a live chat widget on your website. If the question is complicated, an online agent will take over and solve the problem. This way, your company can talk to more users with fewer people working for it.
Not only do you not have to pay for more people to help with customer service, but your company also saves money on training and other costs. This is why phone support costs 17–30% more than live chat support.
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Live chat makes more sales
Marketers no longer see live chat as a way to help customers, but more as a way to make sales. This is why!
The conversion rate goes up by 40%, and the amount of money made per chat hour goes up by 48%. (Report of ICMI)
Live chat support can make people less likely to leave their carts empty, increase sales, and improve conversions. As we’ve already said, a customer is more likely to buy if they have the right information. If the people who work on your live chat support team know enough and have enough experience to help customers with their purchases, you will definitely see an increase in your sales.
At this point, you can use a number of other plans. For example, your live chat agents can offer discounts for extra purchases or even promo codes to “push” customers further down the sales funnel. This strategy is especially helpful if your employees get commissions based on how much they sell. Say your sales agent gets a 20% per conversion. If a customer calls for help but isn’t sure if they want to buy, your sales agent can offer them a discount.
For example, they can “give up” 10% of their income and keep the other 10%. In the end, the customer, you as the owner, and your employee will all be happy with the deal.
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Live chat gives 24/7 support
Customer service is a difficult job, especially if you don’t have a lot of money. This “luxury” is not available to everyone. Still, customers think it’s important. This is where automation starts to work.
One strategy that works well and is fair is to hire agents during work hours and turn on a chatbot so that customers can help themselves. To be more specific, the live chat will give automated answers or a link to an article in the knowledge base. In either case, you can get a lot out of it.
In the first place, it can help you save money:
- By using a conversational chatbot, a business can save up to 30% on customer service costs.
- Chatbots can help businesses save money on customer service costs because they can answer 80% of the most common questions. (IBM)
- Customers like the chatbot feature, which is even better
- 21% of people think that chatbots are the best way to get in touch with a business. (Report from Chatbot)
- 67% of people around the world have used a chatbot to get help with customer service. (Business Insider)
One in five people would think about buying things from a chatbot. (Ubisend report). Live chat is basically a way to get help outside of business hours, which is hard to do with phone or email support.
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Live chat on website is great for customer experience
If you’re not familiar with the term, “customer experience” means what your customers think and feel about your brand. To get an idea of what’s going on, think about the following two true statements:
If your customers have a bad time with your brand, they might not come back.
A good customer experience can help you keep more customers, make them more loyal, and make more money from them over time.
To improve the customer experience, you must first find out where you interact with your customers. Then you can find problems and figure out how to fix them.
For example, if you’ve been losing customers because you take too long to respond or don’t explain how to make a purchase, live chat could be the perfect solution for your business.
With live chat support, you can give your customers all the help they need before, during, and after the purchase. This not only affects how well your business makes money, but it also makes your clients trust you more.
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Cut down on cart abandonment
Cart abandonment is a huge problem for online stores. It’s a term for when a website visitor leaves the page before taking the action you want them to take. A Forrester study found that 53% of people are likely to give up on their carts if they can’t find the right answer at the right time.
Jump into live chat. It’s a place where your customers can go to get correct information about your products in real time. You can tell the chatbot or the agent how to help your visitors find what they are looking for. This kind of streamlined process is a surefire way to get them to decide faster.
Conclusion
Here is hoping that you have understood why you need to implement a live chat for your website. In case of any queries, please share the same with us in the comments section below.
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