The trouble with online marketing (and websites in general) is the lack of person to person contact you can have with a potential customer. It’s not rocket science to realize that customer service is one of, if not the, most important keys to the long term success of your business. Happy clients become extremely effective word-of-mouth advertisers – not to mention return customers. Chances are, you already know this, but what you probably don’t know, is the giant effect live chat has on your business, compared to email or phone support. Therefore, we’ve listed out the top 5 benefits to having WordPress live chat installed on your website.
The top reason you need Live Chat is to service your customers right away, live on your site, without having them leave your site to seek support. This makes the support you offer faster and more available than ever before. Not only does the convenience of live chat help make your customers happy, but it actually translates directly to sales. It’s so convenient, that in an emarketer.com survey “62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself.” Wow.
With live chat, you’re talking your customers through the entire process and identifying snags that keep popping up. Management can also easily read through transcripts of the chats, allowing them to notice patterns that can be negatively effecting your bottom line. Not only can you identify problems, but you can solve them live. On the phone, you can’t push out links or attachments to help move the process forward – and over email you’ve lost the convenience and speed of live support. Chat blends the 2 beautifully, giving the customer instant support, and saving the operator tons of time.
Every business owner loves to save money, that’s a no-brainer. Live chat offers a major cost-saving benefit to those using it. Live chat doesn’t require the same amount of attention that a phone call does, so your agents can either be multi-tasking while chatting, or running multiple chats at once. Either way, you’re getting more output from less employees. You make money by being able to walk clients through the sales process, and being able to upsell them at any time during the chat. It’s a win-win!
While it’s incredibly useful to have a live avenue for your customers to reach you, perhaps Live Chat’s greatest benefit is the ability to reach out to your customers unprompted. The top Live Chat software, including the one we offer, notifies your operators when there is new traffic on your site and allows them to reach out to contact them at any time. In fact, the most robust software allows these chat requests to be sent from your operators automatically based on various criteria.
Customers like live support. In fact, a study by Marketing Power showed that live chatting increases conversions by 300%! Even taking that into consideration, so many websites (like your competitors) aren’t using live chat. This leaves a large gap in your market for you to dominate, allowing you to win over the customers of your competition who aren’t using live chat.