If you don’t have live chat support on your Shopify, Woo Commerce, or BigCommerce website, then you’re not keeping up with customer trends. And that can – and does – translate into huge revenue loss for your business.
According to Forrester, 55% of online adults in the US will abandon their purchase if they can’t find a speedy answer to their question. What’s more, 77% say that the most important thing a brand can do is value their time by providing good online customer service.
Given how essential the customer experience is to a company’s success, if you want to beat out your competitors, you’ll have to meet the expectations of your customers.
Here are 6 reasons you should add live chat support to your company’s website.
#1. Live chat gives your customers what they want, when they want it.
Customers prefer live chat over all other customer service channels. That’s probably why Gartner predicted live chat would grow by 400% from 2015 to 2018. Consumers like the real-time interaction.
If they have a problem, they can hop onto a chat to get it resolved with much more convenience – and much less stress and hold time – than speaking on the phone with an agent.
This also means they can multitask, and even shop online while they work.
#2. Live chat builds trust in your brand.
By listening to the preferences of consumers and providing a range of options for them to connect with you, you enhance the customer experience. Live chat in particular allows you to operate when call centers would otherwise be closed, such as on evenings and weekends.
As a result, your customers will see your brand as accessible, responsive, and eager for their business.
#3. Live chat is efficient.
In a call center, agents are only able speak to one customer at a time. Live chat agents, however, can deal with multiple customers at once. As a result, your customers will experience quicker service and shorter hold times, increasing the likelihood of conversions.
And since live chat is text-based, you can have transcripts created to analyze different variables of your choice. This will give you deep insight into the customer experience so that you can find even more ways to improve it.
#4. Live chat is cost-effective.
The average interaction cost for live chat as compared to a contact center is much lower. And because live chat agents can handle multiple customers, you’ll ultimately need to hire less agents than you would phone agents. The majority of questions can be answered through live chat and your online knowledge base.
Chat agents with access to your online support materials can point customers directly to useful content or FAQs on your site, again shortening chat time so customers can engage in self-service.
Additionally, analysis of live chat sessions can point to any gaps in your online support content. By adding responses to questions that seem to come up repeatedly on live chat, you enhance a customer’s ability to self-serve on your website.
#5. Live chat drives sales.
Live chat isn’t just limited to customer support. You can use it as a sales tool to provide customers immediate access to help while shopping, increasing conversions and reducing cart abandonment. For customers who chat prior to making a purchase, there is a 19% increase in average order value and a 40% conversion rate.
Again, it’s what consumers want. According to Forrester, 44% of online customers say that having questions answered by a live person during a purchase is one of the most important features a brand can offer.You can even target live chat to any particular point in the sales journey you wish. If analytics show customers make repeat visits to a particular page but don’t buy, you can target these customers by proactively offering them help.
And why is live chat superior to phone, email, or other customer service channels
Because it offers the ability to immediately connect with another human being that can think alongside the customer.
Customers can begin their chat and multitask while waiting. No IVR to navigate through, and no repeating your question on the phone several times before you get transferred to the right person who can help.
#6. Live chat gives you the edge on your competitors.
Given all of the above, you’d think that every single online store has live chat on their site, right? Wrong.
Many businesses still believe that live chat is just another way to reach a seller, and if they have other options available, like email or phone, they don’t need it.
Don’t fall into this trap. We’ve just shown you how live chat can do so much more, from increasing customer experience and satisfaction with your brand to driving sales.
Contact ZupportDesk Today
ZupportDesk offers a complete customer support solution for your business. Contact us today to learn more about our live chat support software and other solutions, including support ticket system, knowledge base, and contact management.