6. Satisfy your customers
Live chat is a great opportunity to improve customer support and provide a memorable customer experience on your website. That’s why customers prefer using live chat.
According to eDigital’s customer service benchmark, live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone.
The reason for live chat’s high satisfaction levels are due to “the efficiency and immediacy of the experience”, says Kirk Parsons, a Senior Director at Market Research company, J.D. Power.
Sure, you can offer traditional ways for people to contact you, but why not communicate with your customers in a channel that they prefer? By doing so, you will retain more customers.
7. Keep in contact with visitors
Unfortunately, not everyone who visits your website will buy from you straight away.
So, what happens when a visitor leaves the site? Do you sit back and hope that they come back at some point in the future, or do you do something about it?
For people that use live chat, you can collect information about them – and turn them into leads.
Before a live chat session begins, ask the user for their contact information. Not only does this help in identifying an existing customer, but by asking for their name you can provide a more personalized customer experience.
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 and overall 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:
Stop tying up your phones and handling customers one-at-a-time. Try Jivo Chat today.
Want to learn more about retaining your customer base? Read this article titled 32 Research-Supported Customer Retention Strategies that Really Work (with Stats)