Customer service is an integral part of any business – small business owners mostly take care of their websites themselves while medium and large scale businesses outsource this job to other companies. In today’s fast paced world with an increased use of social media channels, users in general expect a business to act fast and offer them support right away.
To stay up to date with the latest trends, it is important for a business to offer support to their customers through live chat. This is also one of the reasons, many E-commerce business today build their stores on popular social media sites like Facebook and Instagram, as it allows them to instantly interact with their customers.
Live chat is still an untapped potential that can not only boost your sales but also help you understand your visitors’ behavior on your website.
Below are a few main reasons why live chat is critical to your website.
You simply can’t be without!
Traditional phone support gets slammed with hundreds of queued phone calls when you are running a special or there is a problem with a product or service. This has been a challenge for many online companies who can’t afford to hire larger teams and end up having an angry customer base.
With live chat, you can not only assist your customers instantly but also save them from the pain of having to call an 800 number and wait in a queue. From a customers’ perspective, this alone can turn them into happy customers, and from a business’s perspective, live chat helps one step towards achieving your goal of providing quality customer service.
Email is still a preferred channel of communication for many online businesses, but why keep your customers waiting for 24 hours when they can get help right away? For instance, they may need help before signing up or want to reset their password.
With live chat, you can not only speed up the checkout process by answering their questions right away but also provide fast and efficient technical support for already existing customers.
For instance, if you are hosting a webinar to promote a new product you are launching or a new service and someone is experiencing problems connecting to the webinar, assisting via email will not be the best option as it will take too long. Similarly, if you are an E-commerce store and running a 50% discount on Black Friday with limited slots, live chat can help your customers convert faster and easily.
Is your customer base spread across the world and you strive hard to provide quality customer service? Live chat has made it so much easier for business like yours to do exactly that.
Rather than setting up offices in all major countries, you can provide support through live chat on your website. Your customers only need to be able to access the internet to be in touch with your chat agent.
If you are interested in live chat, please contact us today and let us help you get started!