Auto-generated content is not what it used to be. People want personalized messages and fast responses. The slower you are at communicating with your customers, the lesser they think of your brand. That is why your business needs live chat—a tool that allows real-time communication between clients and customer service representatives (CSR). Live chat solutions ease the mind of business owners worldwide since it is an easy marketing tool that boosts sales and increases the trust of customers.
Before we dive into the reasons, here are the 3 tell-tale signs that you need live chat in your business:
Overwhelmed Manpower— Due to the influx of clients, your team starts to lag in performance because of the stress and crushing pressure of having to entertain a swamp of emails about your products and services. You start to lose control of the situation and are left with the option to cut costs or worse, layoff some of your employees. Since live chat is time-efficient and money-saving, it effectively solves problems with distributing work more evenly among your staff. Compared to phone or email support, live chat allows less interaction with customers and increases the productivity of CRS because they spend less time on the client by responding with pre-made replies and direct them to other websites.
Low Levels of Customer Satisfaction— When you start to see your sales drop and your customers start to leave bad reviews, it’s time to recheck how you are handling your business. More often than not, it happens because of bad customer support and lack of knowledge about your target buyers. Live chat helps in this because as people browse your site, you simultaneously answer their queries while also collecting viable information such as the products they search, the time of the day when people flock to your site or the demographics that find your services appealing.
You Want Skyrocketing Sales— Live chat allows you to get leads on what people want to target as well as individuals or groups that you can coax into becoming potential clients. The possibility of engaging more people to learn more about your business typically results from the great experience you give to your buyers. Happy and satisfied buyers spread information about what you have to offer as a business through word-of-mouth. Live chat pays for itself and allows communication with buyers and even resellers, which heightens the chances of getting bulk orders. This boosts your earnings so think of it well.
Now that you know the tell-tale signs, here are 5 reasons why you need live chat on your site. These are also the same reasons companies use live chat so take down notes!
1. Client Satisfaction
Your number one priority will always be the customer when it comes to business. Live chat creates a direct connection between you and your clients so that they can directly ask questions about the product or service or the CSR may reach out to the consumer to offer said product and services. Chat ensures that you have a clear line of communication to allow others to understand and feel good about the goods and assistance you offer.
Since customer support is an expensive business commodity, you will definitely save more with live chat. It allows you to use your normal budget instead of increasing it due to more manpower. CSRs can juggle up to 6 chat bubbles at once so you do not need to hire another team to handle instant messages from end-users. Depending on the size of your current customers, your agents can handle more than one task since their time is well-managed with the fast interaction that chat provides. Support agents reply in real-time as well which increases customer satisfaction.
3. Build a Loyal Community
Customers stay loyal because they know that the business treats them well. Customer service agents are a reflection of the company in which they work. Your business needs live chat software so that your CSRs can perform and serve better. When your customers are assured of the quality of product and services, the more they will stay with you in the long run. After all, trust is the foundation of a good business.
4. Gives You an Edge
According to a study by Telus International, about 9 percent of 1,000 websites use live messaging. Choose to be part of the 9 percent. Since not a lot of businesses use live chat as a means of marketing, they are often left behind. Chat makes you unique and stand out since your services cater to the majority of the potential clients online.
5. Amplify Market Reach
The world people live in now caters to the digital age. It is not enough that you have a website. If you do not have an accessible communication channel where your users can interact with you at their convenient time, the chances are they will look through your website and leave without purchasing since they cannot ask relevant questions.
These are the reasons why you need a live chat on your site. It improves customer experience and allows better communication between your CSR agents and the customers. Once you decide to fortify your help desk with online chat, you must find a dependable software provider for the said service. Choose Livechatfaries for your live chat services. They offer their tailor-made features to industries like e-commerce, forex, healthcare, online gambling, real estate, and travel services. Livechatfairies can serve you through instant messaging, emails, and SMS. They cater to multilingual clients and also offer customizable templates. More importantly, they are committed to helping you generate concrete results, and they are always available to assist, just like their trusty online messaging software.