Live chat has become an increasingly popular means of communication for businesses and organizations in recent years due to its many benefits. In fact, more than 41% of customers expect live chat on the website they visit. If you’re not yet utilizing the benefits of live chat, you might be missing out a lot!
Here are some of the main advantages of using live chat that can help you understand:
Benefits of Live Chat
1. Increased customer satisfaction
Live chat allows customers to get their questions and concerns addressed in real-time, which can significantly increase their satisfaction with the company. Customers don’t have to wait for a response and can quickly get the information they need to purchase or resolve an issue.
2. Improved efficiency
Live chat allows your customer support representatives to handle multiple customer interactions simultaneously, which can significantly increase efficiency.
Some live chat apps also offer an agent feature that can enable you to designate specific queries to the right person. This is especially useful for companies that receive a high volume of customer inquiries, as it allows them to respond to more questions in a shorter period.
3. Enhanced personalization
Live chat can help you tailor customer interactions based on their specific needs and preferences. This can be especially useful for companies that offer a wide range of products or services to targeted communities and audiences, as it allows them to provide personalized recommendations and assistance to each customer.
For instance, you can customize your behavioral triggers and targeting rules to efficiently show your live chat button based on country, page traffic, dates and hours, and more. As for the triggers, you can set a specific delay for your chat to appear or opt to show it when a visitor intends to leave your site via exit intent. The latter is beneficial in reducing cart abandonment and increasing customer retention.
4. Greater accessibility
Live chat is available 24/7, which makes it easier for customers to get in touch with businesses whenever they need assistance. If your business operates worldwide, you’re sure to have availability for customers in different time zones, as they can get help whenever they need it, even outside of regular business hours.
A chatbot could help you post automated responses, and somehow, a preset message can help, giving notice that you’re just available at a certain time of day.
5. Cost savings
Live chat can be a cost-effective alternative to traditional customer support channels like phone or email, with awesome chat button features at a minimal price. It allows businesses to handle customer inquiries more efficiently, which can reduce the number of staff needed to handle customer support inquiries.
6. Increased sales
Live chat can also upsell or cross-sell products or services to customers during their interactions with customer support. Businesses can increase their sales chances by offering personalized recommendations and assistance.
7. Improved customer loyalty
By providing excellent customer support through live chat, businesses can foster customer loyalty and increase the likelihood that customers will return for future purchases. Increasing customer satisfaction can boost customer loyalty, and an efficient live chat would be a great channel to achieve this.
8. Enhanced brand reputation
Providing excellent customer support through live chat can help improve a business’s reputation, as satisfied customers are more likely to share their positive experiences with others.
Moreover, providing fast support for any customer query would be very nice-to-have for businesses. Your reputation would definitely spike up as you provide better assistance even at the very onset of the customer journey. Live chat has this ability, compared to other channels with a long waiting time for responses.
9. Increased website traffic
By offering live chat on their website, businesses can attract more visitors and increase their website traffic. Customers may be more likely to visit a website that offers live chat, showing that the company is committed to providing excellent customer support.
10. Easy to implement
Live chat is relatively easy to implement and can be integrated into most websites with minimal effort. It is also flexible, as it can be used on various devices, including desktop computers, laptops, tablets, and smartphones.
Don’t let your business go their way without having a live chat on the side. This small widget at the corner offers so many benefits without you realizing it. By offering live chat as a customer support option, businesses can improve the customer experience and increase their chances of sales conversions.
Why Not Give Chaty a Try?
If you’re not yet sure which live chat to use for your business, why not go with a user-friendly and free live chat that can help you jumpstart your strategy? Chaty is an intuitive live chat app that can be installed on any website you have. It offers various customization options, triggers, and targeting rules, alongside 20+ communication platforms and social apps. You can provide visitors the opportunity to chat with you via their favorite messaging app, like WhatsApp, Facebook Messenger, Telegram, Instagram, TikTok, SMS, WeChat, Line, Skype, phone button, call button, and many more.