Those that are accustomed to the digital world know that speed is everything. Customers these days want their queries to be answered as quickly as possible. If you’re familiar with how customer service works, you’ll know that this isn’t always the case. It sometimes takes time for customer service agents to resolve queries and take action.
The customer service industry has changed thanks to the introduction of live chat. Companies now have live chat and chatbot features to connect with their customers quickly. Not every company is convinced of the benefits of the live chat feature on their business growth.
This is why we’re here to talk about the impact of live chat on your business growth.
It Increases Conversion Rate
A key reason why companies should use live chat is it increases conversion rates. This starts with lead generation from various channels. You can gain access to customer support services that offer diverse communication methods. Omnichannel contact center gives you access to various platforms that support communication.
You can allow customers to reach out to you in more than one way using an omnichannel contact center. This is especially useful if you’re using several platforms to sell your products online. For instance, if you’re using a website, you would need email and live chat. If you’re an app instead, online calling and live chat would be most useful.
All the leads you generate on these channels are of little use if you can’t convert clicks to sales. This is where live chat has a big role to play for online businesses. You can use the live chat function to talk to customers that have queries or complaints.
Customers having their queries resolved in real-time are likely to buy your products. You’ll see the benefit of this to your business when you see an increase in your conversion rate.
Another reason live chat increases your conversion rate is you’ll have chat specialists. These specialists know how to work proactively and collect visitor information. They can then encourage visitors to get on a call and communicate their queries.
In this way, they can try and convince your site visitors to buy your products or avail of your services.
It Improves Customer Loyalty
Another reason the live chat function is useful is it increases customer loyalty. You should know that the live chat feature is built keeping customer convenience in mind. This is why live chat has many desirable features like 24/7 accessibility.
Customer service providers like the omnichannel center know queries crop up anytime. After all, there are no fixed timings during which visitors can access your website. So, it’s important that you have an agent available to speak to visitors anytime.
Visitors who can access convenient features are likely to stay loyal to your company. This is because they’ll be more likely to feel a personal connection to your company.
Speaking to chatbots can often feel cold and unhelpful to visitors. There are only so many questions that a chatbot is able to answer. This won’t be the case if you use the live chat feature. This feature allows for human interaction between agents and customers. So, your customers will feel as though your company cares about their queries – no matter how small they are.
They can also access post-sales services better with access to live chat. Returning or exchanging items online is often a hassle for customers. Sometimes, customers are unable to understand the terms and conditions of returns.
It would be much easier for them to speak to an agent and have their concerns resolved. If you make this process easier for them, they’ll be more likely to return to your brand for more.
It Puts You Ahead of Competitors
Not every online business relies on the live chat feature to reach customers. This could be because it can often be costly and time-consuming to set up. But, using channels like the omnichannel contact center software has made it easy for businesses to use live chat.
You can use these services to give visitors the best customer support experiences. In this way, the live chat feature can help you distinguish yourself from competitors. Not all your competitors may be using live chat to connect with their customers.
These customers will be dissatisfied with the customer support services they receive. So, they’d be more likely to turn to your company if you have a live chat feature. An increased number of customers will be sure to increase your revenue in the long run. It may also help you increase your profit margin for provision of better services.
Also, the novelty of a live chat feature won’t be lost on your customers if your competitors don’t have it. Customers will appreciate it when they can speak to your agents without leaving their homes.
This is sure to leave a lasting impression on them and prompt them to buy your products.
These are some of the many reasons why a live chat feature will grow your business. Remember, any feature that makes customers’ lives easier is sure to pay off. This is why it would be a good idea to invest in a live chat feature now.
You should also choose the right provider if you want to outsource customer service. This would be wise if customer service isn’t one of your core operations. It would help you save on time and money to entrust your live chat function to a good company.
Here are a few FAQs related to the live chat feature for businesses.
Q – Will it be costly to have a live chat feature for my website?
- If you play your cards right, you won’t have to spend too much money on a live chat feature. Service providers for omnichannel CRM software give you access to affordable features. These channels include a live chat feature for your website.
Besides, if you look at your increased conversion rate you’ll know that this feature pays for itself. You may end up making more money on your investment if you use a good live chat feature for your site.
Q – Do customers really use the live chat feature?
- Many businesses wonder if customers are really using the live chat feature. Statistics show that customers prefer this feature over email or social channels. Customers tend to enjoy the fact that their queries will be answered in real-time.
So yes, it’s more than likely that your customers will use the live chat feature.