Why your Business Should Consider Live Chat
Offering live chat on your business’s website is rapidly being adopted as an effective channel to connect with buyers and provide excellent customer service. You might invest in a professional social media presence, but what happens when someone lands on your website? How do you help meet their needs and convert them from prospective buyers to loyal customers?
With 44% of customer service leads saying live chat and messaging are critical to their strategy, you might want to consider live chat for your business. If you’re considering taking the plunge, here are some statistics to help your decision:
60% of consumers say a business needs to be available 24/7
According to a recent report, a business needs always to be available, not just ‘on’ but ‘engaged’. A live chat function on your website can aid this process, helping to answer and direct queries.
83% of customers feel satisfied when they use a live chat feature
According to a report by Econsultancy, customers feel most satisfied during their buying journey when using live chat as an alternative to calling (44%) and email (61%). Live chat can add a human touch and build confidence for the customer in accessing your business online. Significantly, 69% prefer human interaction on chat instead of bots, according to Linchpinseo, so it is essential to have professionals managing your chat.
52% of consumers say they prefer live chat functions to being on hold
We understand this problem and our services aim to make sure no-one is kept waiting online or on the telephone. Today’s customers are impatient and not being able to access a business can be a real problem. Managed live chat can cut down on wait times and provide an easy and accessible way to answer queries and solve problems.
44% of online customers say having questions answered by a live person during an online purchase is one of the most important features you can include on your website
It has been reported that having a live chat on your website can increase sales by 2.8x. The use of live chat is often avoided for fear of the unknown and the concern by a business that it may disrupt the buying process when it has the opposite effect.
51% of customers prefer live chat to multi-task
Online shopping is often used as a time-saving tool for busy people. 21% shop while working, according to Econsultancy. Individuals nowadays are bounced between dozens of different platforms and stimuli throughout the day. Live chat is a way to fit your offering around the consumer's needs and not have them change their habits to contact you.
To discuss the implementation and professional management of live chat on your website, head on over to our live chat and get in touch on 0333 800 7365.
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