One of the biggest problems with running an online shop is that customers are disconnected from employees who can easily answer their questions. Sure, consumers can contact you via phone or email, but most people don’t have the patience for that type of communication. Live chat services, however, give your consumers an easy way to contact you. Instead of just watching potential customers navigate away from your site, a live chat service can get them the answers they need in a timely manner.
The more convenient your site is for consumers, the more likely they are to shop on your site multiple times. A research study funded by Forrester Research and called Making Proactive Chat Work shows that consumers want the convenience of talking to live people when they shop online. While 1-800 numbers provide live help as well, the wait time with a live chat system is much less. In a completely separate study by ATG Global Consumer, nearly 90 percent of online shoppers thought live chat is helpful.
Lowering Your Expenses
Adding live chat to your website can save you money in a few ways. First, it lowers average employee task time. Studies show that employees can help consumers quicker with live chat than over the phone. This lets your employees help more customers overall. Chat services are cheaper than phone call centers as well. Additionally, employees can multi-task better while they’re chatting with a customer on the computer than on the phone. In the end, employees are more productive when using live chat.
People surfing the internet don’t have as long of an attention span as people visiting brick and mortar stores. If customers can’t get answers to their questions right away, they navigate to a different site where they can. Unfortunately, once customers navigate away from your site, the chances of them coming back to buy your products is small. When a live chat service is available, customers are more likely to contact your employees than leave your site. Most of the time, you won’t see the same results from a phone call center. Answering a visitor’s question about a product in real time may just turn them from a visitor to a consumer. On top of that, when consumers are happy with their experience on a website, they are more likely to shop on that site again.
It’s easy to see how live chat can provide your website with a better customer experience. However, live chat is only effective when it’s executed properly. That’s why it’s so important for you to pick a quality live chat service you can rely on. When utilized appropriately, adding a live chat service to your site can reduce your expenses and keep customers who visit your site happy.