Chat with users in real time
Have you spotted the new online chat icon in the corner of our website?
Live chat has been around for a while and we’ve experimented with a few providers with differing degrees of success. Below we look at why you should consider adding live chat to your website.
Why add live chat to your website?
Provide great customer service
Customers just love live chat! In fact, 44% of online consumers say that having questions answered by a live agent while making a purchase is one of the most important features a website can offer.
Live chat provides convenient, real-time interaction that’s often less time-consuming and frustrating than picking up the phone.
Improve user experience
You’ll want to keep users engaged with your content while browsing your website. Therefore, if they have to navigate away from a page to ask a question or make an enquiry, they may never return to the original page.
By adding live chat to your site you can answer any queries your users may have without them leaving the page. This helps improve their experience, reduce your bounce rate and provide the opportunity for cross selling.
Gain a competitive advantage
If your competitors aren’t using live chat, you should be! A recent survey found that just 14% of companies are currently using live chat, so it’s your opportunity to stand out from the crowd.
Live chat shows your potential customers that their enquiries are important to you, building trust and increasing the chances of conversion.
41% of customers prefer real-time customer service via live chat
Opportunities for automation
Chatbots are often used with live chat. This could involve something as basic as a scripted welcome message or holding response, but at its most sophisticated, you can programme automated responses to frequently asked questions.
This smooths the buying process for customers and also frees up your time from dealing with enquiries manually.
Increase sales and conversions
The biggest benefit of using online chat is the potential to increase sales. It allows you to answer questions in real time and guide your customer through the buying process, much like a sales assistant in a traditional retail environment.
You can also be super strategic with live chat. If there’s a particular point in your sales journey with a high dropout rate, some chat providers will allow you to pop up at that particular point to offer help and advice.
Are you ready to take your website to the next level? Get in touch now to discuss your requirements with one of our digital experts.