5 Reasons Live Chat is a Must for E-Commerce

Have you been thinking about how to up your e-commerce game this year? Read on for 5 reasons why we think live chat is key.

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1. Site visitors who use web chat are 2.8x more likely to convert than those that don’tForrester Data

Want to sell more? Live chat is proven to help increase your conversion rates

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2. 55% of shoppers are likely to abandon their online purchase if they cannot find a quick answer to their questionKayako

Customers now expect quick responses to questions- expecting customers to wait on hold is a thing of the past. Live chat is a much better way to make sure customers can reach you right away.

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3. 95% of consumers talk about poor customer service experiences with other peopleHelphouse

Basically, bad customer service is much more harmful than you think.

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4. 77% of online shoppers want to contact a real person before buyingWhoson

With the rise of AI, a human touch will help you stand out. Live chat staffed with real agents 24/7 is key.

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5. Millennials will pay 27% more to do business with companies who excel at customer serviceDecibel

Implementing a forward thinking strategy? Then learning the best way to serve millennials is crucial.

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YourChatTeam - 5 Reasons Live Chat is a Must for E-Commerce

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Not sure how live chat will work for your e-commerce business? Contact us today and we’ll have a specialist get in touch for a free consultation.

12 Live Chat Statistics You Need to Know for 2019

With 86% of customers willing to pay more for better brand experience, it’s now more important than ever to invest in live chat if you haven’t already, and even more so as 77% of customers believe it takes too long to reach a live call center agent. Here are 12 live chat stats and why they matter:

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  1. 51 percent of consumers say a business needs to be available 24/7 and we agree! In today’s fast paced online business space, smart companies are going digital using live chats, and companies without live chat may be losing business, as our next stat indicates.   
  2. 63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t, and it is not hard to see why-
  3. Because 79% of customers say that they prefer live chat because of the immediacy it provides. With live chat, customers don’t have to dial a number or leave your website to send an email if they need a quick question answered before ordering a product.
  4. Even better, 62% of customers expect live chat to be available on mobile devices, and if possible, 82% would use it.
  5. Compared to other digital channels, feedback from customers indicate that 73% of customers were satisfied with their live chat experience, surpassing all other channels. Email and phone customer satisfaction rated just 61% and 44% satisfaction, respectively.
  6. Little wonder why 92% of customers feel satisfied with their purchase when they use the live chat feature. This is huge because it clearly shows live chat improves customer experience and takes customers through the buying process faster.
  7. That’s why 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer.
  8. 51% customers prefer live chat for multitasking purposes, with another 21% preferring live chat so they can shop while they work. Customers don’t want to feel trapped reading product descriptions or faqs; they want to get answers quickly and shop while doing their other tasks.  
  9. Whichever way you look at it, if you have website traffic coming to your business, you need live chat because 77% of customers won’t purchase on a website if there’s no live chat option available.
  10. That’s no joke when you remember that website visitors that engage with your company via live chat are worth 4.5 times more than visitors that don’t. And yes, they’re more likely to make a purchase and repeat patronage.
  11. To top it off, live chat also leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate. With this live chat easily pays for itself and by improving your company’s bottom line.
  12. In conclusion, now is the time to add live chat to your website as live chat is expected to grow by as much as 87%. That’s more money in the bank for businesses like yours!

The Best Way to Staff a Growing Dropshipping Business

Are you still handling product research, customer support, order fulfillment, and every other task for your dropshipping business yourself? Do you wish you could let go of these daily tasks, and focus on what you’re best at- growing your business?

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We believe you can grow your dropshipping business into a truly passive income machine, and that the solutions are live chat and outsourced staffing. Here’s how:

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1. List Out All Your Business Tasks

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First of all, we need to figure out what tasks are involved in running your dropshipping businesses from day to day. Now, which of these tasks do you feel you’re currently spending too much time on? Here’s an easy guess:

  • Product research
  • Facebook ad management
  • Order fulfillment
  • Responding to phone calls, social media, messages, and emails
  • Customer support requests and live chats

It’s common practice to do these tasks yourself if your business is just starting out. But if you process more than 10 orders per day and feel there’s really no time left to manage and grow your business–then it’s time to outsource.

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It is however, best to keep control of the lifeblood of your business like ad management, or any other core competency you have that drives your revenue and keeps you in business. Every other task is fair game.

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2. Figure Out Which Tasks to Outsource

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Next, you need to figure out which of these daily tasks you’d like to outsource. As an example, you can decide to hire experienced and skilled outsourced staff to help with your redundant daily tasks like order fulfillment, responding to comments, messages and emails, and general customer support requests including live chats.

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As your store continues to grow, and the volume of orders, support requests, and social interactions increase, you may also need to outsource your product research to add more products to your store.

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By figuring this out, you should significantly cut down your time spent on non-managerial tasks such as handling customer inquiries, writing product descriptions, and again, save yourself time.

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3. Add Live Chat to Your Store

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Whether your goal is to drive more sales, capture more emails, improve customer experience, or increase support productivity, adding live chat to your website is crucial.

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In today’s eCommerce space, the majority of customers won’t buy from you if you if your website does not have live support. 77% to be exact– and that’s not an insignificant number. So why not convert more web traffic into sales by setting up a live chat?

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The first step to accomplishing this would be to choose a live chat partner. Sure, you can choose to use a chat bot to “staff” support on the most basic level. But ideally you’ll can go a step further and give your customers a more satisfying human experience by hiring staff to handle your live chat. After all, don’t you want to do as much as you can to stand out from your competitors?

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Whatever you decide to do, one thing is certain- combining the power of live chat and outsourced staff will allow you to scale your dropshipping business faster.

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Interested in trying out outsourced live chat for your dropshipping business? We’re more than happy to help. Just contact us today and we’ll see what we can do for you.

Live Chat is Your New Growth Hack

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What is Growth Hacking?

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Growth hacking is both a strategy and mindset. It focuses purely on growth and customer acquisition (thus the name), and spans further than traditional marketing tactics. It involves coming up with minimally viable products that are quick to market, and continually testing and modifying them until you obtain a perfect product market fit, and, for lack of a better word, selling the hell out of them. The growth hacker prefers strategies with measurable results over traditional, big budget marketing tools like television commercials and print advertisements. Strategies like pay per click advertising, content marketing, and gamification come to mind. Revamping products to focus on features customers love isn’t out of limits either. Engineering, sales, marketing, everything comes together in the growth hacker mindset. It’s basically a startup’s dream come true.

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How Does Live Chat Tie into a Growth Hacking Strategy?

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For starters, it’s safe to say that great customer service leads to happy customers. Happy customers then lead to more word of mouth and a positive reputation for your company, which both lead to…growth!

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Basically, great customer service is a growth hack.

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We can also confidently say one of the basic premises of growth hacking is getting big results fast, and on a small budget. So you need to impress with your customer service, but with limited resources. That’s exactly where live chat comes in. With fast, affordable setup, live chat can help startups and small businesses serve clients well from the get-go. And when you outsource to a company like YourChatTeam, you’re getting more growth with limited resources which again, is the essence of growth hacking. Outsourcing your support to a third party also frees you up to pursue your passion- again, more growth. We’d call that a win-win.

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Another aspect of growth hacking is an ever-evolving product and strategy. Live chat can fit into this as well- if you choose wisely. What you need is a live chat partner that aims to learn and grow with your company. Scalability is definitely important here. However, first and foremost is the willingness to continually improve they way they serve your customers, and doing so in an informed manner, using metrics like customer response rate to certain greetings and promotions to perfect your customer service strategy. Aka continually testing for measurable results. Sound familiar? With feedback from their live chat agents, they can identify more or less popular products and services, improve your FAQ (or help build one if you don’t have it yet) and even improve your website usability.

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Finally, growth hacking emphasizes the weakness in living in your own “bubble”. It puts every factor into consideration when making decisions. Just as sales and product management do not operate independently in the growth hacker mindset, neither do marketing and customer service. Every interaction is an opportunity to delight your existing and potential customers and help you grow and lower your churn rate. If you agree with this line of thinking- what Zappo.com’s CEO Tony Hsieh calls “branding through customer service”, then providing exemplary, 24/7 customer service is a growth hack in and of itself, and an absolute no-brainer.

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Want more details on how live chat can work for your business or organization? Chat with us, we’d be more than happy to discuss!

How to Use Live Chat to Boost Boxing Day Sales

How was your Black Friday and Cyber Monday? We hope that you have recovered from the shopping frenzy so you can gear up for the next big e-commerce event of the year: Boxing Day. Are you looking to achieve similar milestones or set new ones?

If you want to maximize your profits, integrating live chat into your strategy is imperative. Customer service is among the advantages physical retailers hold over e-commerce platforms. However, constantly evolving technologies such as live chat help online retailers bridge that gap. In fact, live chat adoption rates continue to soar as more customers favor real-time online chatting over email or phone.

In this post, we outline the ways you can leverage live chat during the holiday season.

5 Ways Live Chat Can Boost Your Boxing Day Sales

 

Be There When Your Customers Need You

Your potential customers can be indecisive. They have plenty of options on Boxing Day and limited time to shop. Give them the assurance that they can engage with you real-time at every touch point and any hour of the day. With live chat, your support team is easily accessible from the moment potential customers visit your website up to checkout.

Initiate Conversations

Advanced live chat tools have powerful proactive outreach abilities that allow you to initiate conversations. Instead of waiting for site visitors to click the chat button, your agents can engage and provide valuable information they may need to make purchasing decisions. You can also give out special coupons to turn passive browsers into buyers.

Improve Your Response Time

The influx of site traffic and sales during Boxing Day often equate to an increase in support requests. Live chat enables your team to be more efficient by decreasing the average resolution time for customer queries and concerns. Remember: you risk losing potential sales if your customers need to call or send an email to get a simple answer.

Introduce Other Products and Services

Live chat is not just a tool for customer support. You may also use it to introduce other relevant products and services your customer may be interested in. Timing is an important factor in implementing this. Make sure to upsell or cross-sell when your customer is more likely to be receptive. For example, get in touch when they have already added products in their cart.

 

Access Key Reports and Analytics

Advanced live chat analytics let you review important data like browsing histories of returning customers and other metrics. This information can help you develop actionable insights to fine-tune your marketing strategies and improve your service. This key feature alone gives you a competitive edge against businesses that only provide email or phone support.

 

Final Thoughts

Having a competent 24/7 live chat tool puts your e-commerce business in a better position to succeed on Boxing Day. More importantly, the benefits of live chat go beyond generating leads and improving your bottom line. Learn your customer pain points, improve your support, reduce your expenses, and inspire loyalty with this simple solution.

Are you ready to reap the advantages of live chat this holiday season?

Get in touch with our team today.

Why Live Chat Matters

Live chat matters. It’s a key technology every business needs to embrace if they want to improve customer experience and relations. There are many business operations that can be made easier using live chat and this method of communication also supersedes other previous brand-client communication platforms like social media and email due to the ease of interaction.

 

Customer Engagement

You don’t have to be a customer service expert to understand that customers are the ones who grow a business, and they don’t just buy- they help you spread the word. A live chat tool provides brands with a direct way to interact with the customer and also provide brand services with ease.

 

Despite these benefits, many business websites have not fully grasped the significance of live chat in improving sales within the company. With the changes in technology over the past decade, services like live chat are easier to understand and grasp. The legacy reliance on telephone customer service as the only medium for communication has fallen by the wayside.

 

Live chat actually enjoys a 92% customer satisfaction rating.

 

This significantly exceeds many other communication methods. With an increase of live chat-using customers comes an improved customer experience on their part.

 

Reducing Operation Costs

 

Look at the numbers! Live chat costs you much less than a pool of real life agents in customer service. First of all, when you have a live chat tool, you won’t have to manage a large number of agents- you can serve more clients faster, and do more with less.

 

Live chat allows your brand’s customer service to operate smoothly by enabling responses to multiple chats simultaneously. There’s no limit of serving just one customer at once like you would have via telephone, and no delayed response time like you would have over email. This eases delivery of solutions to clients while also prioritizing speed in customer service. Customers get real-time advice from live chats due to the fast response time they have as compared to interacting with live agents.

 

What’s more, you’ll greatly reduce wait times for customer service due to a fast responding, always on interface. A live chat service can dramatically improve the efficiencies of your service organization while helping to drive down costs. 42% of users prefer live chat so they don’t have to wait on hold, so there’s no doubt they enjoy this benefit as well.

Live Chat Boots Sales

Boosting Sales

 

In a report by the American Marketing Association, consumers who utilize live chat are three times more likely to purchase as opposed to those who don’t use live chat.

 

Live chat helps during online purchases as customers can be guided through the best product or service depending on their previous history. This makes purchasing much simpler and convenient for the buyer. In the same report by the American Marketing Association, a statistic was relayed that integration of live search in business operations can increase conversions up to 20 percent. The live chat tool enables for faster interaction with clients which later translates to loyal customers who buy more of the product.

 

The key aspect to maintain when improving sales using live chat is having a well-trained team behind the scenes and this is our specialty.

 

This team is usually directly in contact with customer data making them the best tool for marketing, product promotion, and selection of products suitable for the customer. A live chat team with the right skills can go a long way in improving customer acquisition and retention which translates to more sales.

 

Helping Businesses Grow

 

Integrating live chat technology in business operations can greatly improve sales and provide a distinctive competitive advantage. So far, not too many brands have incorporated live chat tools meaning this communication medium is still largely unexploited.

 

By providing your customers with live chat support, your brand is able to maintain a competitive advantage over rival companies.

 

Your business will also have improved customer data that can guide product personalization for the customer. This helps to improve the level of trust between a customer and the business providing them with a service.

 

In the long run, live chat can help you maintain deep client connections owing to positive customer experience over the years. These long-term customers play a major role in improving sales and product promotion through word-of-mouth.

Customers Prefer Live Chat

The Convenience of Live Chat to Customers

 

Today, customers are generally on a device – whether that is their smartphone, a tablet or a PC – and as such most of their interactions are digital. This change in behavior due to convenience allows businesses to target customers in different methods.

 

Offering live chat options when customers encounter a problem on the website can greatly improve customer service.The customer does not have to leave the page to get assistance to continue with their purchase or inquiry.

 

Live chat also makes communication much more personal.

 

This personal touch makes the customer stick to the brand and enjoys a good customer experience.

 

Scripted responses can tire the customer. If your live chat service is not engaging enough and feels to the customer like they are talking to a robot, then it won’t be effective for customer support. The live chat service is designed to function 24/7/365 providing customer service throughout regardless of business hours. Coffee breaks and public holidays don’t apply for live chat support. This means that consumers can get customer service any time they need it making it very convenient for them.

 

Best Practices for Live Chat Support

 

As you contemplate adding live chat support for your business, you should ensure that you choose a company that understands the process inside and out. Live Chat is our specialty. Our proactive live chat team brings life to your website and a human connection to e-commerce. Proactive live chat can increase close rates up to 70% and revenues up to 20%, all from your existing web traffic. Chat with us today and see what we can do for you!

Live Chat: The Best E-Commerce Tool You Haven’t Heard Of

As an e-commerce business owner, you’ve spent countless hours and marketing dollars driving traffic to your website, implemented Adwords campaigns, and extensively advertised throughout the web and on social media. But are you really maximizing those resources spent? Are you closing more sales and generating more leads online? Are you converting enough visitors and keeping existing customers happy? Maybe you are. But with live chat, you could be doing more. There are countless ways live chat can help grow your business.

 

Website visitors who engage in live chat are worth 4.5x more than those who don’t.

 

Live chat doesn’t just increase your revenue by reaching more potential customers, but by increasing revenue from your existing customers too. Basically staffed, 24/7 Live Chat the best e-commerce marketing tool you haven’t heard of. And with proactive live chat, you can increase live chat engagement by up to 35%, reaching even more valuable visitors.

 

 

Staffed, 24/7 live chat is tool you can’t afford not to have on your e-commerce website. Proactive live chat? Even more so. A proactive live chat strategy can generate up to 35% more chats, can increase engagement rates by up to 400%It’s is a valuable tool for up-selling, assisting clients through a payment process, reducing trouble tickets, lowering cart abandonment rates, making appointments, running promotional campaigns, and more. Whether you’re selling products or services, 24/7 live chat works.

 

Want to give it a try? Sign up with YourChatTeam today.

We’re confident we can help you grow your e-commerce business.

 

Why Choose 24/7 Live Chat for Your Law Firm?

24/7 live chat isn’t just for e-commerce. Even service providers, non-profit organizations, B2B, or B2C businesses can benefit from it. Basically just about any kind of business or organization with an online presence can benefit from live chat- even law firms!

 

An excellent tool for capturing leads, live chat for law firms is more important than you think- they should be an integral part of any attorney’s marketing and sales strategy. Keep reading below to see why!

 

 

What Our 24/7 Live Chat Could Do for Your Firm:

 

More Leads

We staff websites around the clock so no potential leads can be lost due to regular office hours and a lack of live chat. No matter the type of inquiry, we’ll assess your visitors’ needs, and pass their information to you. Capture every lead and grow your revenue.

 

Stay Competitive

Potential clients often visit your website before contacting your firm, and live chat is poised to become one of the top modes of communication between business and customer. Get an edge over your competitors by being an early adopter and keep your law firm competitive!

 

Happier Customers

Imagine you walk into a store and find no sales associates to greet you- that’s how visitors feel when they visit a website without staffed live chat. With YourChatTeam, you’ll be ready to greet potential clients any time of day. Increase customer engagement and satisfaction by serving visitors 24/7.

 

So there you have it- our case for 24/7 staffed live chat for law firms. Interested? Contact us today for a free consultation to see what live chat can do for you.

10 Ways Live Chat Can Grow Your Business

Own a business with an online presence? See our reasons below for why live chat is something you can’t afford not to have.

Drive Sales

Live chat can increase close rates by up to 70% and increase website revenue by up to 20%- all from existing website traffic. Customers are more likely to stay longer on a website and in turn, to buy, if they know there is always somebody on hand to help at the touch of a button.

Grow Loyalty

Customers who are exposed to real-time human interactions are not only more likely to purchase, but also often turn into loyal, repeat customers. Satisfied customers can turn into a company’s most vocal advocates. A 10% increase in customer retention levels result in a 30% increase in the value of the company, so building loyalty is incredibly valuable, and a 24/7 live chat is a great tool to do it with.

Strengthen Productivity

By tracking movements onsite as well as reporting on issues that impede a customer’s experience, you can track website efficiency, record product improvement suggestions and adjust accordingly. Customers leave a site out of frustration if they cannot find what they want. So 24/7 staffed live chat makes their experience as easy as possible.

Narrows Competition

Live chat is fast becoming the preferred way customers communicate with business online. You need live chat to stand out- because if you don’t have live chat on your website, you are losing business to competitors that do.

Lead Generation

Customers who do not purchase after engaging in live chat are more inclined to return in the future due to a personalized, relevant experience. They know when they do return, their questions can be answered with a real, live human and not just by a chatbot.

Expands Demographic

By introducing Live Chat to your website, any questions proposed in any language other than your own can be easily dealt with using built in translation, eliminating the need for bilingual customer care representatives and opening up a whole new demographic for your business.

Data Collection

Live Chat is a far more effective method of gathering feedback on website performance. Many companies email customers in an attempt to recover abandoned carts or review a website, and most of these emails go unanswered. With Live Chat, the agent will engage and once the conversation is open, the customer is much more likely to give useful feedback. With live chat, response rate for feedback increased to 26%.

Effective Troubleshooting

Direction on how a customer may resolve their issue can be clearly exemplified using screenshots and step by step instructions that we can tailor to their needs. Therefore with live chat, technical issues can be resolved up to 4 times faster.

Upselling

Virgin Atlantic has found that average order values for consumers who use live chat is some 15% higher than for consumers who do not use this tool. In some cases, visitors that use live chat are even worth 4.5 times more than visitors who don’t. Once rapport is created between agent and customer, the trust makes customers much more likely to increase the value of their purchase and pay more for quality customer service.

Boots Customer Service

Customer service is all about ensuring customer satisfaction and preventing dissatisfaction. Customers love the ease and speed of live chat, making it an easy, cheap, effective and essential addition to company customer service efforts. Don’t forget, it takes up to 12 positive customer service experiences to make up for a single negative experience, so get it right the first time by using live chat!

Ready to get started with live chat? Call us today for a free consultation and we can show you how live chat can grow your business.