Let's be honest. You've encountered this post because you're having problems turning surfers into customers. This problem can be disastrous for any business.
There is, however, a way to convert browsers and improve overall customer service.
Providing a platform for real-time communication with clients is a beautiful way to interact with them and provide them with help, which is why live chat is a crucial component of the company in this digital age.
Customers expect quick and easy access to information and support in today's fast-paced digital world.
That's why implementing a live chat feature on your business website can be a game-changer.
It provides an immediate way for customers to get the help they need and offers a more personalized and human interaction that can help build trust and loyalty.
In actuality, live chat produces satisfaction levels of 73% compared to just 61% for email and 44% for phone.
But wait, there's more to the live chat button.
In this article, we'll explore the benefits of implementing live chat on your website and why it's essential for your business's success.
Check out the 9 live chat perks below to boost your business immediately!
What is Live Chat?
Live chat is a platform that links customers with real-life customer service professionals. This enables your users to fix problems in real time.
Customers can communicate with human support experts via live chat.
Live chat establishes an instant communications connection between website users and a company representative in a separate browser window.
After selecting a link or button, the user can start a live chat with a support representative.
Live chat is a convenient and quick communication that appeals to customers and businesses.
9 Reasons Why Live Chat is Essential for your Biz!
Live chat is a vital tool for enhancing customer engagement, boosting sales, and staying ahead of competitors. Here are 9 key reasons!
Live Chat Facilitates Customer Onboarding and Acquisition
Live chat is a fantastic way to interact with potential and new consumers and offers them the assurance they need to utilize your product or purchase on your website.
Forrester estimates that chat users have a 2.8 times higher conversion rate than non-users.
Live Chat is Practical for Clients
If you want to succeed with your digital marketing, live chat is now an essential tool for small businesses. Almost 40% of visitors to your website demand live chat.
Customers that use live chat don't have to call a number, sit on hold, or send an email and wait several days for a response.
They can start the chat session themselves or be encouraged by a pop-up. They have already visited your website and are using their computer.
Not only are queue wait times drastically cut down, but resolution times are also significantly accelerated. This explains why people prefer live chat as their preferred method of contact with businesses.
Live chat is the simplest and quickest approach to boost your customer communications since 46% of customers expect one within four hours, and 12% expect one within 15 minutes.
Advantage Over Rivals
Nowadays, it is more crucial than ever to distinguish from the crowd of competitors. The number of competitors in business is enormous and growing daily.
Several eCommerce businesses have been integrating live chat support within their help desk software to avoid having customers visit a competitor's website.
Maybe you're wondering if it applies to your industry. You should still apply no matter how big or small your company is. In any business, live chat offers you the upper hand in the competition.
To stay one step ahead of the competition, even large firms like Apple, SKY, and Virgin Airlines use customer service chat.
Detailed Reports
You can print reports that track your customers' activity and your agent's actions if you are utilizing a solid live chat support tool.
These reports will assist your company in gathering essential data for ongoing improvement.
Additionally, you can group items and develop strategies as a result.
For instance, you can maintain track of escalated customer inquiries, answered slowly or not at all, ignored, and more.
Since all of the client's pain points will be recognized, ongoing monitoring can aid in improving the customer experience.
Live Chat is a Sales Channel as Well
As previously said, live chat is much more than a support channel.
Simply integrating live chat into your website is predicted to boost sales by 20% on average.
Make sure you can respond to inquiries about your product before your rivals do if a consumer has them and is prepared to buy.
Offer Round-the-Clock Assistance
If it is advantageous to your organization, live chat assistance can be made available 24/7 or at any other time you choose, with careful planning.
Even if you cannot staff chat around-the-clock, self-service support solutions like a knowledge base filled with information about your product are always open.
Make sure it's quick and straightforward for customers to access your help documentation if chat isn't an option.
People are frequently more than happy to assist themselves but need more knowledge.
Regardless of what time of day a customer needs support, they will feel cared for if your knowledge base and chat are integrated.
Suggested Reading:
How BotPenguin outshines other Live Chat Platforms?
Implementing Live Chat is Simple
A live chat feature on your website only requires a little work or money.
Utilizing an online tool, a marketing partner, or having your website provider install it for you are all options.
Once it is set up, it essentially operates by itself after a brief test for quality assurance. For busy firms who only have a little time or money, this is a terrific add-on.
Faster Resolution Time
The truth is that customers adore quick fixes. In today's quick-paced environment, we expect a corporation to respond immediately.
Live chats respond instantly and solve problems in minutes, unlike emails, which typically have a response period of 24 to 48 hours, and most phone calls.
Resolving consumer complaints during busy times or seasons might be particularly difficult. Companies find it challenging to respond to all inquiries, let alone ones that arise immediately.
However, this is achievable with live chat software, as demonstrated by Nykaa, which handled 1.6 million distinct requests in 30 days and answered them in under a minute.
Widen your Market Reach
Customers are open to your country because of the rapid spread of globalization.
However, this makes providing customer support more difficult. Languages and several time zones are two among them.
Thanks to a live chat function, you may now effortlessly service international consumers alongside domestic ones.
There are no additional charges for international calls and no restrictions on business hours.
With multilingual chatbots, you may converse with your clients in their native tongues, as our client WaterProjects did when they used our language-neutral chatbot to generate leads.
With BotPenguin’s Built-In Live Chat Chatbots!
Get Started FREE
The Final Verdict
In today's extremely competitive industry, there is no reason to ignore what your customers want. Especially when it comes to a product that will also help your bottom line.
Live chat has become a standard method of client communication, and failing to incorporate this into your website is equivalent to throwing money away.
Live chat is the only method to deliver excellent customer service and retain consumers consistently. Set up your live chat solution ahead of the competition, and observe your revenue and sales skyrocket.
The benefits are numerous. This will become the preferred mode of customer support as more firms go online.
How can you check these statistics without spending a dime? Try out BotPenguin!
BotPenguin is an AI-powered live chat platform for websites. It provides instant customer support and engagement, available 24/7. Boost your website's customer experience with BotPenguin.
Experience the benefits of live chat for your business with BotPenguin!
