6 Reasons to Use Live Chat by Sarah Malcolm

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These days, live chat is relevant for all business owners. It is a way for clients to feel connected, able to ask questions and receive a response with time and precision. Here are reasons why it is so useful.

It Is Convenient

If a client is browsing and have a question, they do not want to make a phone call. It sucks to dial the number, wait on hold, or send an email that takes a few days for a response. They can initiate the chat independently, or be prompted via a pop-up box. Live chat is the most comfortable and most convenient way to connect with your customers.

It Is More Personal

It’s not just convenient--it is personal. Live chat is like texting with a friend, which makes it obviously feel less scripted than a call center or automated support system. This more casual dialogue helps the business field questions and deliver the exact results they are looking for.

Seize the Moment

Live chat allows you to take advantage the exact moment a client is interested. Strike while the user is browsing the site, not via e-blast when the moment has long past--that’s lame.

Cut Costs

It also cuts significant costs relating to customer support. Agents in a call center can chat with only one client at a time. Live chat agents can handle multiple clients as well as multitask other aspects of their support sales role.

Gain Insight

This is a way for your business to engage with your website visitors and discover insights about their browsing and decision-making process. Agents can be trained to see opportunities to upsell clients or make other suggestions in a low-pressure manner.

Get the Competitive Edge

Having a live chat team to respond to customers will most certainly give you a competitive edge. Live chat adds value. Buyers feel confident and knowledgeable after the conversation, making them more likely to have plenty of good things to say about the service.

Here is how you can let live chat go the extra mile for your business:

Train your team: Give your team the knowledge they need to succeed. Provide them with additional resources, like cheat sheets and FAQs to make it easier for them to answer customer questions more quickly.

Be Aware of Browsing Hours: Even if you operate your business during regular business hours, you need to be aware of when the most popular browsing hours for your site are. You cannot assume the 9 to 5 will work. If you can’t source your services to local employees, consider outsourcing the work to someone working remotely in a different time zone.

Give your customers helpful chat features: Customers will appreciate the ability to adjust the font size and request a transcript of the chat.

Still not convinced? Let the magic speak for itself. Your business will not only benefit, but it will thrive, with the boost of a live chat.


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