Online chat on business websites has been around for quite a while and most successful businesses use it prominently.
However, there are still many businesses yet to take advantage of its wide range of benefits.
If you have not considered having customer live chat on your business website before, this post will explain why you should care.
Chances are that you may have already used the live chat on the website before.
Remember seeing this ‘How may I help you’ or ‘Chat now’ button usually placed on the bottom right side of the website?
When you click on the icon, the chat box will open up.
Recall the last time when you went to a website looking for some information but couldn’t find it. This instant real-time chat assistance right there on the website would have been a big deal at that moment.
The first major benefit of using online chat for business is the potential to increase sales.
The American Marketing Association found that B2B companies who used live chat see, on an average, a 20% increase in conversions! While browsing your website, prospects and customers will have questions about your product or service.
With live chat option right there, you can answer them immediately while the buyer is still on your website and making a decision.
This is what makes online chat on the website so powerful.
Read more about using live chat for lead generation.
According to research by Telus International, customer service agents can engage in as many as six (!) simultaneous chats, depending on the complexity of the issues involved.
Being able to handle several customer chats at once means you’ll need a substantially smaller team to handle customer service requests – cutting your support costs by over 50% compared to handling phone calls.
Offering live chat to your customers presents you with a great opportunity to gain a competitive advantage over your rivals.
A study into live chat found that many businesses are still not benefiting from the power of using live chat on their websites. Another live chat study of 1,000 websites found that only 9% of websites use live chat to provide real-time support to their customers.
You might also be interested in How to add live chat to the website?
Live chat is a great opportunity to improve customer service and provide a memorable customer experience on your website.
That’s why customers prefer using live chat.
With live chat, your agents can initiate a conversation with your customers.
When a visitor arrives at your site, the live chat program can tell you what page they are looking at, where else they have been on your site and a range of other useful information.
This can give you a deeper understanding of their intentions so that when you initiate a conversation, you can do so in a meaningful way.
Most of the customers these days are extremely chatting friendly and want the same experience of your business across different channels.
An online chat option on your business website and social platforms, that is handled by the same team builds trust and leaves a good impression on your customer. Fibotalk live chat software integrates well with not just the website but also social media platforms like Facebook, Twitter, etc. As a result, your agent can provide chat support all these channels from one single dashboard provided by Fibotalk.