The benefits of live chat on your business website

| April 16, 2018

Owning or starting a business has never been more of a challenge. The online market is completely saturated, with hundreds more businesses popping up every day. It is, therefore, essential that smaller companies keep themselves updated on the latest trends in order to stay ahead of competitors.

One of the most popular trends currently available is live chat, but like most things in life, it is always worth doing a little research to explore the advantages before making a business decision. Below you can find some of the key benefits of having live chat on your website as a small to medium sized business.

It’s convenient for customers
If used correctly, live chat can be a powerful communication channel. In just a few seconds a consumer is able to get in touch with you with a query, unlike other sorts of customer service available. Different customers have different preferences when it comes to making a connection with a business, but the majority want the communication to be fast and efficient, and live chat can provide just that.

It’s inexpensive for you
The fact of the matter is that even the best live chat software will likely cost you less than constantly paying for a phone line bill. Therefore, live chat can help you cut down your expenses, especially if you have a system that provides chat, call, and video call options. Plus, you won’t have to hire lots of people to make up the customer service team, and every employee can have access to the chat and therefore be a chat agent.

Live chat boosts conversions
Small companies are always looking for new ways to boost sales, and live chat provides a great option for this to use in addition to traditional marketing methods. If a customer encounters a product she needs information on, you are there to help, and customers will remember the businesses that offer great customer service.

The team can invest efforts here into cross-selling and upselling, with the potential to get even more sales than the customer was originally looking at. It is also a great platform for providing discounts and offers to increase sales further.

Quality Improvement
Smaller businesses should always be looking for ways to improve the products or services they offer. For this to be achieved, research needs to be done, however this can take a lot of time and money. Live chat offers the possibility of gathering data first hand. By talking to your direct audience, you should start to see a pattern with the sort of questions you are being asked and see what is unclear to your visitors. From this feedback, you can start to make the necessary improvements.

Online Support Material
Existing online support can become instantly valuable when using a live chat service. A chat agent can instantly provide customers with the up to date information, preventing them from having to search through pages and pages of information.

These are just a few of many benefits that integrating live chat into a business plan can bring. It seems as though the majority of online brands will soon jump on this customer service bandwagon, so why not get ahead of the game and stay in front of the competition?

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Josh Wardini

Josh Wardini is the Community Manager at Webmastersjury.

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