Here at Mooch this week we have launched Live Chat on our website so we can answer any questions or queries instantaneously. Here are a few reasons as to how Live chats can benefit your business:
1. Convenient for Customers
Forrester Research’s “Making Proactive Chat Work” study found that:
“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” A Live chat provides customers with immediate access to help and wait times are significantly shorter when using live chats compared to call centres. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat.
2. Cuts down expenses
Phone support is the traditional method of being there for your customers, but it can be very costly – both in terms of toll charges and person-hour costs. Live chat software has shown that it can save both employee task time and phone expenses for your business. The software increases efficiency as live chat representatives can handle multiple chats simultaneously, therefore reducing the need to hire more representatives. As employees will spend less time on the phone, it allows them to multi-task during chat conversations and cut the waiting queue to a fraction of the size it would be compared to a call centre.
3. Increase Sales The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out. Website designer Cory Miller of iThemes regularly uses Provide Support for his business, and he has noticed increased opportunities for upselling products. Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.
4. Improved Customer Service and Loyalty The eDigital Customer Service Benchmark survey of 2000 consumers found that live chat had the highest customer satisfaction levels at 73%, compared to 61% for email support and 44% for traditional phone support. These numbers highlight why it is so easy to see why customers return to businesses that provide live chat, simply because customers feel more confident doing business with companies that make support easy, hassle free and instantaneous. Live chat allows you to solve your customer’s problems faster, give quick answers to questions about your products and provide assurance to your customers that you’re there when they need you.
These are just a few reasons for adding a live chat to your businesses website but there are several more. Overall though, if your business could benefit from a more efficient, more intelligent and more responsive customer service channel then you should be considering live chat for your website.