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Why Live Chat Is Important For Your Business

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When you enter a physical store and have questions about a product, all you have to do is approach a staff member and they would have the answers to your queries. When you shop online, you would have to go through the appropriate channels should you have any questions. It could be via email, social media, or telephone. Just imagine how convenient it would be if all online shops have a live chat feature. It would definitely help you make quicker purchasing decisions, don't you think? This is why if you're a business owner and want to increase customer satisfaction, you need to incorporate live chat support to be able to deliver real-time responses to customers instead of letting them bounce when they don't get their questions answered right away.

Having a live chat not only instils trust in customers, but it also helps in enhancing your conversion rates.

Here are some reasons why your business needs live chat NOW:

It puts you ahead of your competitors

As a business, you have to do whatever it takes to stand out among your competitors if you want to get noticed. You have to pull all the stops in order to beat them. Something as simple as installing a live chat option to your site can make you distinguishable from the sea of similar businesses. These days, there are more businesses that don’t have it than those who do. Why do you think big corporations like Apple and Vodafone are even more successful now? It’s because they provide real-time customer service, putting them a step ahead of the competition.

It saves you time and money.

You can trim your overhead expenses by adding a live chat feature to your site. Customer service solutions like phone and email require considerable resources and take quite a long time to set up. Live chat tools cost a lot less and are easier to implement, saving you not only money but also time and labour. You don’t even need to hire multiple customer agents, either. Most live chat tools are powered by AI to allow you to respond to customer queries even when you’re not around.

Forge long-term relationships with your customers

When your customers are happy, they’re less likely to switch. They also tend to be less price-sensitive if they feel like they’re well taken care of. According to studies, 63% of customers who have utilised live chat find themselves coming back to businesses that offer it rather than the ones that don’t. They also feel more inclined to buy more often because of their familiarity with the business. When consumers trust your brand, they’ll gravitate towards you more and even share their positive experiences with other prospective customers.

It increases sales

Every business’ bottom line is to sell. Since 83% of consumers need some kind of support when transacting online, having live chat support available on your site can increase your conversion rates. Of course, you still need to have a real person who is skilled at walking customers through a purchase. It helps in building confidence in them to complete the process. You should then make sure that your live chat representative/s is properly trained so they can cater to the customers better. You can even equip them with the tools that can convince people to buy more, like knowledge in cross-selling and online discount coupons.

You’re doing your business a disservice if you’re not utilising the power of live chat. Should you need any help with upgrading your site to clinch more conversions, get in touch with us today.

We’re a web design company in Huddersfield and are here to help with all your online digital marketing needs.