If you are a business owner and you also run a website for your business, one of your dilemmas is probably how you would be able to connect with your clients or visitors. One way to address this issue is to set up a live chat for your website.
Essentially, live chat lets you communicate with your visitors in real time. You talk to them live. Your customers no longer need to wait for hours or even days to get a response from you. All they have to do is to leave a message in the chat box and you then will simply give your response directly.
If you are still contemplating whether you really have to set up a live chat or not, here are four good reasons why you have to:
- It is a lot convenient for your customers or visitors.
Since it is a chat that happens in real time, your customer will no longer need to wait for a long period of time just to get a response from you. Essentially, what your customers get from this is an immediate access to your help. All they have to do is to go to the chat box and type in their query, and then wait for a few moments to get a response. And right there and then, their problem will be solved.
A survey done by Emarketer.com shows that about 63% of customers actually prefer going back to a site that offers live chat. Moreover, ATG Global Customer Trend has also done a separate study which in turn shows that about 90% of the customers consider this feature to be beneficial.
- It cuts down on your expenses.
It is also said that having a chat support on your website helps you reduce your expenses especially phone expenses and your employee’s task time. You will no longer need to pay more and more telephone bills simply because you have to call your customers.
With a chat system, you can now communicate with them without actually spending anything. This feature also helps you lessen your need to hire more representatives because your representatives can handle several chats at one time. This apparently increases their efficiency and decreases the need for more people.
- It helps you gain more customers, thus increasing your sales.
Since this chat helps you interact easily with your customers, there is a high possibility that you will be able to attract more and more customers. You can communicate with them easily, thus making it a lot easier for you to convince them to support your business. For instance, since online shopping can sometimes be risky (since it involves money transaction over the internet), most customers would want to make sure that the transaction is legitimate.
If they left you a message and they did not get an immediate response, there is tendency that they will think you are not a legitimate business owner whereas if you were able to address their concerns immediately, they will be convinced that you are indeed trustworthy.
- It gives you an edge over your competitors.
As what we have mentioned earlier, majority of the customers prefer going back to websites that offer chat support. This alone can prove that if you offer live chat on your website, you already have an advantage over your competitors, most especially those who do not offer this feature.
If a customer had a problem with a website and that site does not offer a chat system, chances are that customer will most likely leave that site and look for another. Therefore, since you offer chat support to your visitors, you will be able to keep your customers – and even gain more.