It’s Alive: Importance of Live Chat On Your Website

Why Your Business Should Start Using a Live Website Chat

A 2015 study by Zendesk proved the importance of live chat on a website. It found that 92% customers feel satisfied when they use the live chat feature, compared to other communication options like voice (88%), email (85), web form (85%), and social media (Facebook 84%, Twitter 77%).

Why Live Website Chats Work

Instant Help

Most of the time you just want your answer right away. When you send an email to a company it can be frustrating to get an email back saying they will get back to you in 24-48 hours. Live chat this you to speak with someone and get your answer as fast as they can type it. This leads to awesome reviews for your business from your clients.

Lets customers connect with you

It allows the customers speak with you on a more personal level than email. Of course a phone call would be the most personable form of communication with the customer, but phone calls take more effort from the user. A live website chat is the perfect combination of personality and ease of use. It is a real time conversation that can help you build relationships. To add a little bit more persuasion into your head look at these statistics. Live chat is 12% more effective than email and 29% more effective than phone showing the importance of live chat.

Competitive Advantage

According to the study, out of roughly 1,000 websites only 9% had a live chat feature. If your competitor does not have live chat and the customer has to send them an email in which they will respond within 24-48 hours, your company is more convenient to them which may increase your sales.

Increase in Conversion and Sales

Live chat is effective for whatever it is your business is trying to accomplish. A person who uses live chat is three times more likely to make a purchase, according to American Marketing Association. This is highly effective because your sales team or support staff are more able to change the experience for the customer which leads to the opportunity to create more leads.

More Data

Most live chat features ask a question to the customer prior to connecting them to a employee. Fields like ‘Name, Email, Problem’ are filled out and can also be funneled into your CRM or marketing software. All these questions lead to better reports on problems people are having. Live chats give you a direct connection to your users, and help you address the problems they are having in real time. These reports also collect data like how many people have visited your website, how many people have requested chat, how long each chat usually lasts, how many chats are accepted or ignored, and more. This gives you a way to improve your customer experience with actual data.  

Live website chats are quickly gaining in popularity, and users are starting to expect them on a site. The importance of live chat is a long list and we recommend setting up a trial so you can start delighting your website users and building your relationships.

Want to give live chat a try? Click here for a 30 day free trial!

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About Erin Loughran

Erin is currently studying at SNHU with a major in business studies and a double focus in organizational leadership and marketing. She has prior interning experiences in sales, hiring, and quality control management. She just spent five months in Disney for the Disney College Program where she studied organizational leadership.