When running a business, providing your customers with the best possible service is of utmost importance to your business growth and your bottom line. Without satisfying your customers’ needs, your business cannot thrive and all of your efforts are bound to go down the drain. This is especially important when running an online business, since you cannot meet with your customers face-to- face, so it is crucial to do everything you can to provide them with great user experience when they are checking out your website, so that they can engage in your brand and always come back to do business with you.
What’s more, by providing your customers with better user experience, not only will you increase your conversion rates and increase your sales, generating more revenue, but you will also significantly improve your SEO ranking. This is due to the fact that user experience is one of the ranking factors in Google’s algorithm so, by improving your user experience, you will improve your ranking in search engines and, thus, drive more traffic to your website, which will also positively affect your conversions and sales.
One way to accomplish all of this and improve your online business is to implement live chat into your website. Live chat software can provide your business with some excellent benefits, so take a look at what those are in order to better understand the impact live chat can have on your online business.
Improving Customer Loyalty
When you offer live chat support on your website, you will be able to provide your visitors with real-time answers to any of the questions they may have, which will result in them being satisfied with your service and help you convert them into your customers.
The convenience of live chat leads to customer loyalty and, without a question, attracts more customers. When you provide your customers with instant answers via live chat, they will build trust with you, since they will know you will always be available for resolving any of their issues. What’s more, they will not have to search for your phone number in order to call you or leave your website in order to search your social media profile or send you an email and wait for you to answer.
Therefore, implementing live chat into your website will provide them with the convenience they seek and, thus, inspire customer loyalty and help you build long-lasting customer relationships.
Gaining a Competitive Edge
Staying ahead of your competition is crucial for your success and implementing live chat software can help you gain a competitive edge and improve your business. A number of businesses still don’t have live chat on their websites, which you can use to gain an upper hand on the market and, of course, attract more customers.
Quite a lot of companies still rely on phone calls and emails for offering customer support so, by using a live chat system on your website, you will be able to distinguish your company from your competition and gain more business. Having an advantage over your competition is essential for boosting your reputation and building a strong customer base, and live chat is one of the most valuable factors that can help you accomplish that.
Increasing Your Conversions and Sales
Live chat can increase your conversion rates by at least 20% and, if you provide your customers with great user experience, you will be able to increase your average order value. Hence, your sales will considerably increase with the implementation of live chat on your website.
People prefer talking to a real person when they need help regarding an online purchase and being able to speak to one of your operators via live chat will make them feel more confident in your brand. They will engage in your brand more easily and build trust with you, which will encourage them to continue with their purchase.
When you walk them through a sales process and resolve any issue they may have, you will considerably reduce your bounce rates and cart abandonment rates, since you will show your customers that you care about them by addressing their pain points and meeting their needs.
Therefore, live chat can help you engage your target audience in your brand and easily convert them into purchasing customers, thus increasing your sales and earning more.
Cutting Down on Your Expenses
Live chat software can save your company quite a lot of money that you would otherwise spend on phone support, which can be very costly. Live chat is considerably cheaper than phone support, both in terms of toll charges and personnel costs.
Live chat allows your live chat operators to handle multiple chats at the same time and effectively provide assistance to more than one customer simultaneously, as opposed to phone support, which causes a waiting queue and, needless to say, the need for hiring more representatives for customer support.
What’s more, your employees responsible for live chat support can multitask during their conversations with your customers, which will help them become more productive and efficient. It goes without saying that it will positively affect your bottom line and help you improve your business.
Gaining an Insight into Customer Satisfaction and Operator Performance
Live chat software provides you with some very useful reports that can help you gain an insight into the performance of your live chat operators and learn how satisfied your customers were in their live chat sessions.
You can get reports such as chat requests, chat ratings and chat transcripts in order to get a clear picture of the quality of the support your operators are providing to your customers. You can also take a look at post-chat surveys in order to see whether or not your customers were satisfied with the operators they interacted with during their visit to your website.
Therefore, live chat can help you make your business better because, by getting the operator performance reports and viewing ratings, surveys and feedback of your customers, you will know exactly what to do in order to improve your customer support and your every effort will pay off in the long run.
Live chat software is one of the best tools you can provide your online business with, so make sure you implement live chat on your website, since not only will it help you provide your customers with better user experience and improve your SEO ranking, but it will also greatly improve your conversion rates and increase your sales, thus help you generate more revenue and improve your ROI.
Live2Support is one of the best types of live chat software that can help you stay connected with your website visitors and provide them with excellent real-time support. Don’t think twice about integrating the world’s most advanced live chat software that has been reinventing online sales and live support chat since 2003 and has helped a number of companies improve their quality and performance with the use of its enterprise-level live chat solutions.