Since the majority of transactions are done online now, more and more businesses have digitized their process to reach more customers.
A simple google search will get you infinite results for your query. So, customers have plenty of options to choose from. The key to retaining more prospects on your website is excellent customer service.
In this digital era, you can win only if you are proactive and able to solve your visitor’s queries quickly. You must have seen a small pop-up box, usually on the bottom right, which connects you to the available customer care executive. That’s live chat software; it helps you connect with your visitors and customers in real-time. It is considered one of the best growth hacking strategies, especially for eCommerce sites.
Do you know that the average response time for customer service requests on social media is 10 hours! Yes, it takes that long for a company to respond. Such delay in response could cost you, high-end clients.
Customers want a quick response, and that can only happen if you add live chat software to your website. So, in this article, I’m sharing the benefits of adding live chat software to convey its importance and help people make informed decisions.
What are the benefits of adding live chat software to the website?
Live chat is an all-in-one solution for your customer support team. From collecting user information for lead qualification to providing help, this tool enables your support team reps to engage with the users like a pro and build lasting connections!
If you want to know how a live chatbox on your web page can transform your website, then you’re at the right place! I have listed down 7 key benefits of adding live chat software to the website.
Connect with visitors in real-time
The reason why so many customers now prefer live chat for communicating with companies is that how convenient it is. They can simply start the chat in the live chat box and they’d be connected with the customer care rep within minutes.
In fact, the fastest response to a live chat was 7 seconds! Surprising, right?
The above image clearly shows that customers’ preference lies toward live chat when compared to other modes of communications such as phone, emails, or social media where the waiting time to reach a support rep is in hours.
Support reps are usually bombarded with queries, and live chat is the best solution for streamlining the entire communication process.
Without live chat, your reps might miss out on important leads because of unavailability and a fragmented process. To avoid that, live chat can be added to the website.
The support reps can easily manage their chats and assign them to others when they’re not available. Moreover, much top live chat software also provides chat history so you can have contextual conversations with your prospects and customers.
Such powerful features of live chat not only help improve the efficiency of sales reps but also saves time and make every conversation trackable. Moreover, you can also utilize the call recorder feature in live chat for feedback and training purposes.
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Boosts Conversion Rate
The main goal of every company is to increase sales. Live chat has proven highly beneficial in increasing the conversion rate.
Study shows that live chat software can drive 3x to 5x more conversions and deliver up to 600% ROI. By adding live chat to your website, you can quickly resolve any queries of your prospects and reduce the abandonment rate.
Live chat offers a seamless user experience as there is no barrier between a company and its customers. One can easily get in touch with the support rep and resolve any issues.
Provides Competitive Advantage
Even though live chat helps you generate more revenue, there are still many large-scale companies that added live chat software to their website.
A study was conducted on 1000 companies, where it was revealed that only 9% of companies offer live chat support to their customers. And the data of customers that prefer live chat software is rapidly increasing.
If you don’t have a live chat on your website, then that 9% of companies already have a competitive edge over you. So, add live chat software to your website now if you don’t want to lose more customers.
Robust Combination Of AI Chatbots & Live Chat
Having a large customer base and visitors may affect the performance of your support reps.
For instance, when there are 20 visitors waiting for chat and there are only 8 reps. Now, even if one rep is attending to two users, there would be still 4 users left.
In such a scenario, AI chatbots can be added to your live chat software. Chatbots have revolutionized the customer service universe; they can assist your users and answer commonly asked questions.
So, when your customer wants an update on their order, they won’t have to wait for the support rep to be available; the chatbot can scan the customer information and share their order status.
Builds Strong Customer Relationships
One of the main reasons why so many customers prefer live chat is because of personalized communication. They are able to connect with the right person and get their queries resolved without any hassle.
When the customer support is quick, hassle-free, and personalized, it builds a sense of trust and helps you gain customer loyalty. Moreover, live chat also collects customer information, which you can utilize for sending personalized texts and emails to maintain strong customer relationships.
Insightful Reports & Analytics
Live Chat is not only beneficial for users, but it also provides actionable insights that show how many sales was made from which landing page. Furthermore, you can also find out a report on average time chatting, or how many times the customer’s issue wasn’t resolved.
This data reflects the productivity level and problem-solving skills of your customer support rep.
Live chat software is a highly powerful tool for customer support. People nowadays have hectic schedules therefore they are always looking for quick solutions. Live chat provides ease of use for all your users and helps you have communication.
So, if you have been considering adding live chat software to your website, then now’s the time to get into action before your competitor does!
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7 Benefits of Adding Live Chat Software to Your Website was originally published in Chatbots Life on Medium, where people are continuing the conversation by highlighting and responding to this story.