Live chat is a website feature that allows a user to send messages directly to your company and enables them to have a real-time conversation with you via your website.
Visitors like this facility as it means that their enquiry is likely to be resolved in a much quicker timeframe than is usually expected through traditional email and contact forms, and doesn’t require making a phone call, which is often difficult for people when browsing at work or on the train.
This is particularly helpful to customers who are having issues on your website. Any confusion or questions from users will result in website abandonment unless they receive a quick answer. A live chat facility allows an instant communication option, reducing clicks away from your site and increasing potential conversions.
Live chat is also a perfect opportunity to collect any feedback from customers, particularly those experiencing problems. You don’t have to bombard them with a bunch of marketing questions, but finding out their issues helps identify any existing problems on your website. Fixing these problems will reduce issues for future customers and keep them on your site.
If you are able to quickly help resolve any issues or answer any questions that your visitor might have, it will create a positive shopping experience that will keep them coming back. And if they can see that you are a responsive company who genuinely cares about providing good customer service, they will be more willing to buy your product or service in the future.
Multiple chats can be managed simultaneously, which is much quicker and cheaper than a customer service phone line, and can easily be shared amongst a team if you have multiple resources available. You can also set up alerts so that if anyone starts a conversation when you’re not at your desk, you can be alerted on your phone. And if it’s not possible for you to reply right way, an automated response can be provided to let the visitor know that you will get back to them as soon as you can.
Without live chat, you customers might not be getting the support they need there-and-then, resulting in website abandonment. Consider implementing it into your site to give your conversions a boost.