In today’s world of smartphones and multitasking, your website needs live chat. Spearhead Multimedia recommends Jivo Chat.
JivoChat is a professional, all-in-one business messenger that your teams use to talk to customers everywhere via live chat, phone, email, and social.
The powerful JivoChat agent app will turn your team into customer care superstars. The JivoChat widget allows you to chat with multiple visitors at the same time, which is impossible to do by phone. It’s live chat on steroids utilizing not only live chat but phone and social as well. The app’s features aim to boost your team’s efficiency and communication opportunities. Our clients have seen substantial increases in visitor engagement and overall sales and a reduction in customer service phone calls. People don’t want to or many times cannot talk on the phone. It’s much easier to live chat while at work or in situations where a voice conversation would be difficult. Jivo Chat solves those issues and more. Click here to receive your free trial today. We’re here to assist you set up the widgets on your site and help coordinate your chat agents.
Still not convinced? Here’s a great article by Steven MacDonald that should help you decide if you need live chat today….or yesterday.
9 Reasons Why Every Business Needs Live Chat Software
Live chat software enables you to have real-time conversations with your customers while they’re on your website. It’s quick, convenient and customers love it because it’s 100x faster than any other digital service channel.
Within months of launching live chat on their website, WP Engine was able to solve more than 90% of all questions and issues immediately – reducing their customer support costs almost overnight.
3. Build trust with buyers’
When you walk into a physical store, the retailer gets the chance to build a rapport with you during the sales process. This helps them establish trust and make the sale. But online, you can’t do that.
Consumers’ are naturally skeptical of buying things from people they don’t know. It’s human nature. But, with live chat, you can have a direct conversation with your buyer that allows you to build trust and close the gap between online and offline purchases.
Trust is extremely important in the business world. If a buyer doesn’t trust you, they won’t provide their contact information or share their personal details.
A study from ATG (now acquired by Oracle) into Global Consumer Trends found that 90% of customers said the “Live Chat” button gives them confidence that they can get help if they need it. Without live chat, you’re going to have to work a lot harder to build trust with your website visitors.
4. Gain a competitive advantage
Offering live chat to your customers presents you with a great opportunity to gain a competitive advantage over your rivals.
A study into live chat by Telus International found that many businesses are still not benefiting from the power of using live chat on their websites. In fact, our own live chat study of 1,000 websites found that only 9% of websites use live chat to provide real-time support to their customers.
Josh Ledgard, the founder of Kick Off Labs, is a firm believer in using live chat support as a way to differentiate yourself from the competition. In one example, Josh shared a story about how he used the live chat software itself as a way to earn a new customer.
So, the next time a buyer asks you how you are different to your competitors, you can respond by using live chat.
5. Increase average order value
Live chat doesn’t just help you increase sales – it also helps you increase the value of a sale too!
For example, if a buyer is looking to purchase a new laptop, a chat agent can respond by recommending a laptop that meets their needs. But, an agent can also increase the average order value by recommending a laptop case, a bag, and any laptop related accessories.
If the chat user isn’t a customer, you now know who they are. Use this to your advantage and ask them if they would like to receive news and promotional material as part of your email marketing strategy. They may not buy from you today, but by having their contact information you can convince over time that your product is the right fit for them.
Another benefit of using live chat is that even if you’re unable to collect contact information the first time around, 63% of consumers are more likely to return to a website that offers live chat. So, rather than communicating with anonymous visitors, you will be speaking with engaged prospects instead.
8. Improve website experience
With live chat, your customers no longer have to stop what they’re doing and pick up the phone or send an email when they have a question. Instead, they can have their questions answered immediately by a live person.
This is important – especially when it comes to purchasing or subscribing to products online.
Forrester Research found that 57% of customers abandon their purchase if they can’t get their question answered quickly.
In addition, the same study found that 44% of online consumers rate having their questions answered by a live person while in the middle of a purchase as one of the most important features a website can offer.
While improving the website experience helps customers, the business benefit here is that customers that use live chat on a website are 3 times more likely to make a purchase – making a positive impact on your bottom line.
Live chat is typically found on the home page and product pages, but another way to use live chat to improve the website experience is by placing chat in unusual places, such as 404 pages or pages that have been deleted. When your customers’ arrive on a 404 page, they usually leave. Now, a live chat agent can help them navigate and find what they are looking for.
9. Understand your customer needs better
A key part of any marketing campaign or sales process is to understand your buyers’ needs and then provide the right solution to them. Not only does live chat software give you the opportunity to close a sale right there and then, but it also gives you access to their mindset by gathering what is known as “Voice of Customer Data”.
Voice of Customer (VOC) data is a market research tool that can help you see your business from a customer’s perspective. By collecting VOC data you can understand their thoughts, opinions and behavior, which can then be used to shape product development, marketing and the way you grow your business.
One way to collect VOC data through live chat is to review chat transcripts. You and your team can review valuable information such as words, phrases, and questions that buyer’s use, which you can then use to optimize your marketing copy to eliminate fears and doubts.
According to Aberdeen Research, companies that collect VOC data enjoy a 10-times-greater year-over-year increase in annual company revenue compared to all others.
If you want to succeed in business today, you can no longer ignore live chat software.
Your customers want access to fast and immediate support that helps them along in their purchase process. The good news for you is that very few companies use live chat, making it far easier to stand out from the competition.
Using live chat, you can communicate with your customers in a channel they prefer and use that to provide an unforgettable experience. If that’s not enough to convince you of the benefits of live chat, you will also decrease support costs and increase average order value andoverall sales.
There’s no denying that the live chat software benefits for your business are huge.
It’s not a question of if you will use live chat for your business, but rather a question of when.
So, how long will it be before you start using live chat software? Comment below and let us know.
A customer initiates a Jivo Chat:
Here is what the agent is seeing on their side of Jivo Chat: