Live Chat Software - Some Benefits for Your Business

by Jason Ronald Blogger
Online chat software can significantly increase conversion rates and help turn website visitors into paying, loyal customers, thanks to the speed and convenience it provides. Pick the right live chat tool and start experiencing growth in your business.

Ecommerce business owners have a better understanding of how difficult it is to lead customers though the sales funnel, and eventually get them to buy services or products. Sadly, many customers end up abandoning the cart. However, live chat software can reverse this by providing the following benefits.

Quick response

The reason most customers will prefer to use live chat to traditional tools like email and telephone is the speed.

Making a phone call can be frustrating. Often, there is no response or the line is busy. A survey by the American Express shows that about 67 percent of people usually hang up when they can’t get connected to a live person when calling through the phone.

Emails can be replied after several hours if not days. Besides, an email can go straight to the spam folder, making it hard for the recipient to read it. Therefore, if a customer had a quick question regarding a product or service, an email won’t help. Live chat will do.

During live chat, customers can ask a question and get an instant answer. Most live chat apps come with a timer, which assures customers of the approximate time it will take to receive a reply, such as 30 seconds or a minute. Quick replies make customers happy, and increase their chances of making a purchase and returning to the website.

Lower communication costs

A human workforce is involved in nearly all customer support tools, and this includes live chat. That means using live chat won’t completely eliminate the costs and automate the entire process.

However, it allows support operators to multitask. This enables them to switch between different chat windows and talk with multiple customers at a go. This ensures fewer people handle multiple tasks, reducing response times. Therefore, it reduces workforce costs.

Besides, live chats won’t require you to invest in costly equipment and a toll-free number like in the case of using telephones. This makes live chat cheaper than phone communication.

Increased sales

According to a study by the American Marketing Association, live chat can lead to an increase in conversion by more than 20 percent. The study also states that the typical ROI from the live chat application for a sales team is approximately 300 percent. Besides, customers who use it are three times more likely to buy a service or product than those who do not.

These statistics make one thing certain: live chat is highly effective when it comes to lead generation and closing sales. As live chat allows visitors to instantly, access the sales team and support staff, these teams have more opportunities to convert these visitors into buying customers.

Online chat software can benefit your business significantly. Just be sure to choose a live chat app that will suit the needs of your business. Most importantly, remember to train your live chat agents to be: empathetic and patient, polite, combine canned messages and their own responses, use real names and photos, avoid grammar and spelling errors, and talk the customer’s language.

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About Jason Ronald Junior   Blogger

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Joined APSense since, April 2nd, 2018, From Miami, United States.

Created on May 31st 2018 04:04. Viewed 285 times.


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