5 Benefits of having a Live Chat on your Website

It seems life just gets faster and faster. People want answers quicker than ever before.

Many big companies have been offer live chat support for a few years now. For 53% of customers live chat, or instant messaging, is preferred. No one wants to wait on hold for 20 minutes anymore; answered are expected instantly. This is why there are so many benefits of having a live chat.

So, what are some of the ways a live-chat can help your business?

1. Respond Faster for More Leads

Having live chat availability has been proven to help convert your site’s visitors into leads. If you have an online shop, this is an important step for generating more sales. Studies have shown that website visitors who use live chat are three times more likely to make a purchase. Just by reaching out and providing assistance, you can turn a visitor into a lead and hopefully into a customer.

The instant connection that live chat provides helps visitors make up their mind. A member of the sales team can also help convince customers who are on the fence about purchasing. The possibilities are very tangible in this regard.

2. Get Ahead of Competition

Implementing a live chat software will also give you an edge over the competition, as at current only around 10% of all websites use live chat. Not only will this help you in providing a better customer service than your competition, but it has been proven to build trust with potential customers.

3. Build Trust with Customers

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 sceptical 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.

Customers know that they can count on your business to provide help when they need it. When a customer is actively seeking answers and gets them, they will be grateful. They will also start to view your business as trustworthy.

4. Improve Customer Support

The average support agent can handle up to three chats at the same time. That means they can help three times as many customers as with a phone call or email. Indeed, live chat provides a much quicker interaction than these other forms of contact. Communication is made easier, faster, and more effective.

Small business would seem to benefit more from live chats. Regardless of the amount of staff they have, using live chat will help keep customers happy.

A higher satisfaction rate connects directly to a faster problem resolution time.

 5. Improve Your Information

It’s important to take note of what visitors are regularly inquiring about. If you find that visitors keep asking about price or policy, take that as an opportunity to update your site. Live chat is also a great way to get feedback. You can use this feedback to fill any holes in information. All business can benefit from a little bit of customer perspective.

Although a business may not discover an issue immediately, they still have the opportunity to do so as all chats are usually archived somewhere within the platform. Pain points, as they are known, always exist. Utilizing live chat archives actively to find and correct any issues will help business improve their practices.

Want to include a live chat in your website?

Get in touch with Dentons Digital and we can discuss the benefits of having a live chat within your site, and how we can include this in your new website.

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About The Author

Phil Mitchell

Phil Mitchell

Phil has been interested in technology since he got his first Acorn Electron and started programming in basic. He has worked for many companies in the digital field whether that is developing or marketing. His main skillset is driving traffic primarily via PPC advertising as he said ‘it is binary you spend X amount and need to make more than that to profit. You either make a profit or not there is no talking around it.’

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