Last updated on July 28, 2020
The evolution of chat messaging has helped transform how digital retail businesses operate in today’s industry. Live chat left a huge, positive impact on every online business’ operation, considering how customers are becoming savvier in acquiring the right customer support they need.
Chatting, by definition, is basically an informal method of communicating between two parties. On the contrary, the way present-day businesses would define it significantly gives it a whole new meaning.
Live chat is one of the most dynamic ways to engage with customers. It has the capacity to provide more seamless and interactive communication between customers and businesses. Live chat also plays a vital role in helping businesses maintain a stable and stronger connection with customers.
The use of live chat for businesses transcends the effectiveness of the usual ways of providing customer support, as customers can easily reach out for the business whenever they have queries or concerns regarding the products or services offered. Recent statistics suggested that around 79% of clients prefer live chat queries because they are able to receive responses almost instantaneously.
Should a company gain the capacity to provide an excellent and reliable live chat support feature on its website, it increases customer satisfaction and engagement, too. When this happens, a business website’s bounce rate decreases while conversions and sales will rise steadily.
There are several reasons why live chat is an integral component in securing a business’ success. This article singled out the four essential reasons why businesses should incorporate live chat features on their websites:
The core objective of implementing a live chat feature for customer support is to provide assistance to various customer queries in real-time. Typically executed in the form of a widget embedded in the website, live chat allows customers to interact seamlessly whenever they need help or have concerns regarding the business’ product or services.
The fast and real-time response made possible by an active live chat feature enables businesses to gain competitive advantage and boost the convenience and loyalty of their existing customers.
Since customers are able to converse with real human beings, they tend to feel more acquainted and comfortable with the brand.
Providing customers with an experience embodied by a friendly and educating vibe can likewise lead to higher conversion rates. Even better, it helps in retaining existing customers in the process.
Employ a well-trained team of customer support representatives to reinforce the efficiency of live chat service. Well-trained customer support agents can provide insightful information on the business’ products, pinpoint customers’ pain points with more accuracy, as well as anticipate the entailing issues in end-users experience that may occur in the future.
Make sure that the support representatives assigned to handle the business’ live chat communication can effectively embody the company’s voice throughout the entire conversation. Remember, consistency in communication and representation influence customers to make repeat purchases and stay loyal to the brand.
Satisfied customers are less likely to switch to competitors. Since live chat helps make a user-friendly method of communication for customers possible, it serves as an instrument for businesses to establish stronger ties with their customers.
Live chat helps break communication barriers between businesses and their customers. It expands the breadth of what the former’s support services can deliver. It effectively eliminates constraints brought by the difference in time and location while consistently assuring customers and potential leads that their concerns and queries are given the attention it needs all the time.
While the ability to deliver a quick and seamless response to customers is also possible using email or voice support, live chat is significantly more affordable. Livechat features can be embedded in a business’s existing website, and it does not require the purchase of additional equipment such as phones or headsets with built-in microphones.
Small businesses or startups benefit largely from live chat since the rate for hiring voice support representatives will cost them more, compared to employing live chat agents.
Society is getting smarter in gauging how sincere businesses are in listening to their concerns. As such, businesses should embrace the new norm of the online retail industry. At first glance, the inclusion of live chat support may seem like an optional course of action. In truth, live chat should no longer be considered as a mere add-on but rather, as a business staple for modern-day customer service.
Otherwise, the refusal to include live chat service might be interpreted as passiveness in attaining profitable opportunities to stay afloat and keep up with the dynamic demands of customers.