I’m a huge fan of live chat! When I’m browsing around a website or #eCommerce store and I have a question, I’m more inclined to hit the “chat now” button rather than pick up the phone and make a call. One of the services we offer in our call center, is outsourced live chat, where our in-house agents answer questions from your customers in real time. Based on the volume of live chats we handle in a month, I know I’m not the only one who prefers this method of contact.
Our call center sales specialist, Andrew Shecktor is joining us today as a guest blogger and shares information on how your business can benefit by adding live chat to your site. If you have any questions about this service, feel free to contact Andrew at 1.888.361.9814.
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Live chat services provide customers with the quickest way to get information and support when they need it. Questions are responded to quickly without having to locate a telephone, drill down through the phone tree, and possibly wait on hold and then reach an operator who can help. There are of course times when this is necessary, but a great many issues can be resolved via chat without the need for a phone call.
It is a proven fact that 38% of customers who use live chat make their purchases due to the chat session itself. 44% of online customers say having questions answered by a live person while making an online purchase is one of the most important features of a website. And, 63% of customers are more likely to return to a website that offers live chat. Additionally, 90% of customer’s find live chat helpful because it’s anonymous, convenient, and the response time is almost immediate.*
What does this mean for your business and your customers?
- Your customers will have the answers they need quickly. This means a happy customer who will continue to buy from you. Your customers will also quickly have all the answers they need to place their order with you.
- You can get back to your business. Even if you answer your own phones, live chat will reduce the number of phone interactions, thus giving your valuable time back to you, without any sacrifice in customer service.
- Information is sent flawlessly to customers via text. It is much quicker and more accurate to copy the information for the customer than to try and speak it over a phone line while the customer copies it.
- Many companies offer live chat services that are billed at a flat rate as opposed to the per minute rate generally charged for phone calls, and a chat session can remain open while working on locating information or researching a customer question.
- Additionally, many outsourced chat providers can handle multiple customer contacts simultaneously decreasing service wait times, whereas a phone rep can speak to only one customer at a time.
- A chat operator can direct customers to information on your website, answer questions, and can complete the sale. They can provide information that may not be on your website as well.
I already have a call center that answers my phones. Do I still need live chat?
Chat and phone services go hand-in-hand. Some websites may only need chat support, and some may only need phone support. Any business that is selling services or products or that has a significant visitor volume will benefit from having both chat and phone services. The chat service will cut down on your cost of phone services by reducing the number of inbound calls and by interacting with those Internet savvy customers who seek out the chat option.
In summary, most websites benefit from online chat by providing quick and personal responses to frequently asked questions which will help close sales, and by directing customers to the online resources you have worked so hard to provide them.
* Ref: LogMeIn® 2013 Live Chat Effectiveness Research Report. August 27, 2013