Adding live chat to your website provides you with the ability to boost sales and conversions, reduce customer service costs, build consumer trust, gain a competitive edge, increase sales value and customer satisfaction, collect potential leads, improve website experience, understand consumer needs, and more.
Speed reigns supreme in today’s world. Whether it’s same-day delivery or instant access to popular T.V shows or movies, people expect quick turn-around for the things they want. When it comes to speaking to a live person, however, this isn’t always the case. In fact, studies show that the average customer service wait-time is approximately 12 hours online. This, in turn, hurts business sales. Why? Customers don’t like to wait.
So how do you boost online customer service? The answer is simple – add a live chat feature to your website. Live chat provides customers with the ability to have a real-time conversation with you concerning their needs. This small but important feature also keeps them on your website longer. Not only is it quick and convenient, but customers love it.
In fact, there are many reasons to add a live chat feature to your website. That’s why Thrive Web Designs would like to provide you with the following ways live chat can benefit your overall business model.
Boost Sales & Conversions
The number one benefit of adding a live chat feature to your website is the ability to boost sales and increase conversions. In fact, most businesses see a 20% increase just by providing customers with real-time conversations. While it may seem too good to be true, it’s easy to understand why. When potential customers browse your website, they form questions about the products and services you provide. With the ability to contact you instantly, they can get answers to their questions immediately – without ever leaving your website.
That’s what makes live chat so powerful. Through direct communication, business owners can help influence their customers purchasing decisions. This makes it the perfect sales tool. In fact, according to eMarketer, more than 40% of people who use live chat make a purchase.
Reduce Customer Service Costs
Every business owner knows how important customer service is. We also know that it can be timely and expensive, trying to balance calls and email requests. Another benefit of adding a live chat feature to your website is that it reduces these customer service costs.
Depending on the complexity of the inquiries, live chat provides business owners with the ability to manage multiple conversations at once. This, in turn, reduces the number of employees needed to handle customer service requests, thus reducing overhead costs. Build Consumer Trust
When a customer visits your store in-person, you have the ability to build a rapport with them. This interaction builds trust while closing a sale in the process. Online, however, this doesn’t happen. In fact, online consumers are naturally skeptical of a business they don’t know. It’s basic human instinct.
Trust is an extremely important part of the sales process. If a customer doesn’t feel trust with you, they won’t provide you with important information. With live chat, customers can contact you directly, thus building trust and influencing their purchasing decision. Without this line of direct communication, you will have to work twice as hard to build trust with your website visitors.
Live chat provides you with a wonderful opportunity of gaining a competitive edge. How? Live chat is still relatively new, and not very many websites are using it. At Thrive Web Designs, we are firm believers in using live chat as a way to set yourself apart from the competition. In fact, we use it ourselves to support our customers. This lets them know that we are always here to answer any questions or concerns they may have while making them feel better about their online experience with us.
Increase Sale Value
Live chat doesn’t just boost sales and conversions, it increases the value of your sales too. By using live chat on your website, you can talk with potential customers and understand their needs while recommending additional products and services.
For example, if a potential customer is looking to purchase a new T.V on your website, you can respond via live chat by recommending one based on their specific needs. You can also increase potential sales by recommending additional accessories like a Blu-ray player or soundbar to boost the experience of their purchase. In fact, by using a live chat feature on your website, you can see a potential 15% increase in average sale value as a result.
Live chat is a wonderful tool you can use to ensure customer satisfaction. That’s why people love using live chat. In fact, nearly 75% of people would rather use live chat compared to filling out a form, email, or picking up the phone to contact you. Why? It comes down to speed and efficiency. While you can still offer the traditional ways for people to contact you, you can also provide them with a direct communication channel that they prefer. Doing so will help you retain more customers in the long run.
Collect Potential Leads
It’s a well-known fact that not everyone who visits your website will make a purchase. While you can sit back and hope they return in the future, you could also collect information from them using live chat and turn them into future leads. Not only does this help you identify potential customers, but you can also provide them with a more personalized experience going forward.
While a user may not be a current customer, you will now have valuable information about them. So rather than contacting random visitors, you can market to engaged prospects instead. Even if you don’t collect customer information via live chat, it’s nice to know that nearly 50% of users will return to your website just because you offer it.
Improve Website Experience
By offering a live chat feature, online customers won’t have to pick up the phone or fill out a form if they have a question. Instead, they can have their questions answered immediately by you. This is especially important when it comes to their purchasing decision. Why? Nearly 60% of buyers abandon their purchase if they can’t get the information they want about a product or service.
Not only does live chat improve customer experience, it makes a huge impact on your bottom line. While you can place it just about anywhere on your site, areas to focus on include your “home” and “product/service” pages. You may also want to place it in other areas like your “about” and “contact” pages as they navigate your site.
Understand Consumer Needs
An essential part of any online marketing campaign is to understand your customer’s needs. Live chat does this by giving you the opportunity to reach out to them directly and provide them with the right solutions. This, in turn, helps you to understand future customer thoughts and behaviors, which can be used to shape future marketing campaigns as you grow your business. By reviewing live chat transcripts, you can also retrieve valuable keywords, phrases, and questions that customers have and incorporate them throughout your website to boost SEO and user experience.
Thrive Web Designs
Don’t miss out on all the wonderful benefits that live chat has to offer. These include boosting sales and conversions, reducing customer service costs, building consumer trust, gaining a competitive edge, increasing sales value and customer satisfaction, collecting potential leads, improving website experience, understanding consumer needs, and more.
To add a live chat feature to your website, contact Thrive Web Designs. Our team is ready to help provide you with unmatched service, whether you need help with professional web design, programming, online marketing, content writing, and more. Simply contact us via live chat, fill out our online form, or give us a call at (208) 391-2504. We are ready and waiting to help take your website to the next level.