Chat support software

Live chat support - how to properly implement

Live chat became a customer service industry standard, but what are the benefits really?

Why Live Chat Is A Must For Your business

Posted on 02 Apr 2018 in chat support | 0 comments

Rather than watching potential customers click away from their website, many business owners have been adding live chat support.  As it turns out, live chat has the ability to provide a convenient way for customers to have their questions answered, while also adding significant benefits to the staff and all the companies who use it.

So how and why is it that live chat can improve your business?

Here’s how:

  1. Live Chat Is Convenient For Customers

The truth is, many online shoppers want help from a live person while they are doing their shopping; in fact, many of them say that having their questions answered by a live person while in the middle of their shopping is the most important feature a website can offer.

An online chat system provides customers immediate access to help.  Wait times are often much less than having to place a phone call, and customers can easily multi-task while waiting for an agent.  Additionally, the pain of having to dial an 800 number and navigate through a maze of numeric options is not there.

2 Live Chat Cuts Down Expenses

Live chat software has consistently shown that it can save on both employee task time and phone costs.  Some of the most notable cost savings are the following:

Live chat reduces the overall call center cost by lowering the average interaction cost.

Live chat increases efficiency by allowing chat agents to handle multiple chats at the same time; thus, reducing the need to hire more agents.

With employees spending less time on the phone, they can multi-task during chat sessions and cut the waiting queue to a fraction of its former size when compared to a call center.  Not only is this process improvement, but it increases the chances of a sale which is what everyone wants.

  1. Live Chat Increases Sales

The general trend among users in marketing forums and on blogs is that live chat will increase leads which then turn into sales.

It’s a fact that customers love having someone who can immediately walk them through a sale if they become confused or have a question they need answered before making a purchase.  This eliminates bounces away from online shopping sites and ensures that full shopping carts make it over the finish line.

  1. Live Chat Gives You An Edge Over Your Competition

Even though live chat is very popular today not many business are using it.  If you want to gain an edge on the competition, live chat is a key feature your website can’t be without.  Live chat will help your business rise to the top.  In fact, live chat provides a simple way to connect with customers who spend a good deal of money on your website.  Many people who use live chat will also become return customers for your website.  The cost savings and convenience for customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing great customer service.

If you are interested in live chat, please contact us today!