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