5 Proven Reasons to Add a Live Chat Feature to Your Website

Live chat support is one of the fastest and most convenient ways to connect with your prospects and clients. It also happens to be one of the most preferred communication channels for online customers.

Having live chat available will give you and your customer service team the ability to instantly interact with anyone who visits your website.

The instant support that it provides can result to a better experience for the site visitors, and can help to foster stronger relationships with them, both of which can translate to higher conversion rates for your business.

But there’s more to live chat than we’ve just mentioned. It can do a lot more than just enhancing customer experience, building longer relationships, and increasing conversion rates.

Let’s take a look at some of the top reasons why you need to add live chat support on your website.

What’s the use of having multiple site visitors in a single day if they often leave without making a purchase? Similarly, what use are costly marketing campaigns if you don’t have a way of turning all those visitors into buyers? With live chat available on your site, you can monitor your visitors in real time and initiate a personalised conversation with them based on their activity. For example, a support agent can engage a customer when they see an opportunity, be it through a page they keep coming back to, or a product they’ve been eyeing for more than 5 minutes.

This is especially helpful for whenever you launch a marketing campaign, because no matter how many prospects and customers reach out to you, your support representatives can easily manage all of the conversations with them through live chat. And if you have some free time available, you can step in anytime to answer a couple of enquiries yourself! 

One of the biggest disadvantages of traditional phone support is that it gets bombarded with calls when there is an issue with the service or a promotion is ongoing. That is unless a company has a large customer service team that can quickly go through the queue. However, not every business can afford to hire a large team for customer support.

Live chat gives you the ability to communicate with your customers faster and in real time. This saves them the trouble of wasting too much time on the phone before they can speak with a customer service agent. This is a huge plus for your business, because the faster a customer’s concern gets resolved, the happier they’ll be.

Live chat is also leagues better than email support. After all, it streamlines the communication between a customer and a support agent. So instead of waiting for a reply for hours (or even days!), a customer can get the answers they seek almost instantly.

If you’re the owner of a growing company, be it a small or medium-sized business, then you know just how difficult and expensive it is to provide effective support for a customer base that is continuously growing. And if you don’t scale your phone support team accordingly, you are going to end up having heaps of customers frustrated with your service.

Thankfully, live chat gives your support agents the capability to entertain more than one customer simultaneously. This also means that scaling with live chat support is also much more economical than with traditional phone support teams. And if you don’t have extra cash to spend on hiring a new staff member, you can always create a chatbot to help with customer support tasks.

Customer support interactions that take too long to get resolved are often because of customers who aren’t not technically savvy. It is indeed a difficult undertaking to assist individuals like them over the phone or through email. Why? Because the former is more on verbal communication, which can make it hard for customers who are unfamiliar with technical stuff as they may struggle to apply what the support agent is explaining, while the latter often involves trading a number of emails before a resolution can be reached.

But with live chat, troubleshooting is way easier. Your agents can guide customers by sending them step-by-step screenshots of what needs to be done or by leading them to knowledge-based resources. With the help of visuals, a non-technical customer can follow the process a lot easier.

Regardless of where your customers are, whether they’re in a different part of the country or halfway around the world, you can easily interact with each other through the live chat feature on your website. This is extremely convenient for both you and your customers, as you no longer have to set up offices in major cities just for taking phone calls, and they no longer have to spend phone credits just to be able to reach you. It’s also even better for your customers if your website is well designed.