• Live Chat Importance for Online Business

    Let’s cut right to the chase. The importance of live chat cannot be overstated as witnessed by the results of a study by Zendesk, which revealed 92% customers feel satisfied when they use the live chat feature, compared to other communication options like voice (88%), email (85), web form (85%), and social media (Facebook 84%, Twitter 77%).

    Surprisingly, a large chunk of business websites still do not have this feature available. Most are under the belief that live chat is merely a way to connect with the seller, and since there are other alternatives available, there is no need to have a live chat feature. This is nothing more than a myth since live chat does more than just allow customers to get in touch with the seller. It helps increase customer satisfaction by making customers feel important while also providing additional benefits.

    Live Chat Importance Reasons:
    1. Real Time Convenience to Customers
    2. Live Chat Saves Money
    3. Get Competitive Advantage
    4. Increase Conversions and Sales
    5. Build long-term relationships

    Live Chat is cost efficient because of these 3 main reasons:
    It increases efficiency by allowing live chat agents handle multiple chats simultaneously, thus you don’t need to hire more agents. Intelligent live chat software such as LiveAgent allows multiple options for chat distribution and utilization.

    It increases the average order value, since customers get realtime advice and answers to any questions they might have. It saves „product return“ expenses as a live chat representative can help you pick the right product or service, which suits the customer best, thus he or she will be satisfied with it and won’t need to return it back.
    It reduces overall helpdesk center costs by lowering the waiting queue time when compared to a call center.

    The implementation of livechat service is a few minutes of work. LiveAgent Live Chat has a bunch of integrations ready for the most widely used ecommerce and content management systems, thus you don’t even need any HTML skills to implement live chat on your website. Additionaly, LiveAgent provides full integration service to its customers, free of cost.

    Get Competitive Advantage: It’s never been more important to stand out among your competitors as nowadays. The amount of business rivals is tremendous and is increasing every day. Not only small and medium-sized businesses are recognizing the importance of providing real time customer service, but also corporates like Apple, SKY, Virgin Airlines, and many more are using live chat to be one step ahead of competition.

    Increase Conversions and Sales: Having a real person walk you through a purchase adds confidence and customers tend to spend more than the ones who don’t use live chat. A positive experience leads to a higher average order value, thus your sales are directly affected by live chat.

    Multiple studies have proven that livechat can bring a 20%+ increase in conversion rates. After implementing Live Chat on our website, Post Affiliate Pro’s conversion rate’s increased by 23%– Viktor Zeman, CEO of QualityUnit

    Other success story of a company which implemented LiveChat feature is Wells Fargo. They were pioneers in real time customer support and started their first live chat in 2002. This attempt was unsuccessful, however they relaunched their online chat support in 2008 and experienced a double-digit increase in conversions.

    The key to success in conversion increase(with livechat) is having your representatives properly trained. Provide them with insightful knowledge about your products, so they can recommend additional purchases that may be the perfect fit for that particular customer. Equip them with discount coupons, which they can offer to customers who are still hesitating before purchase.

    Build long-term relationships: Satisfied, long-term customers are statistically less likely to switch. As an added bonus, they tend to be less price-sensitive. Experts say that customers who feel taken care of are less concerned about what they are paying. 63% of customers who‘ve used live chat tend to come back rather than the ones who don’t. Studies show that regular customers tend to buy more often and they are less expensive to maintain because of their familiarity with your business and the processes behind it. When customers feel their voice is heard and they chat with a person behind the company, it’s more likely that they’ll have a stronger connection to your business and share their positive experience.

    Here are some useful tips when starting to use live chat:
    1. Make sure you have at least one operator that will be available for the majority of the working day. (If your live chat is more offline than online, it might have a negative influence.
    2. Train your team. Make sure that your chat agents have enough knowledge to answer customers‘ queries. Equip them with sales skills – it will boost your conversion rates and increase sells.
    3. Train your team. Make sure that your chat agents have enough knowledge to answer customers‘ queries. Equip them with sales skills – it will boost your conversion rates and increase sells.
    4. Learn from your customers – analyze and track the most common issues which customers face.
    5. Track the performance of your agents – LiveAgent easily analyzes performance of your customer service representatives. Advanced features allow you to directly track whether a purchase was made after or while chatting with a rep., how many chats did the rep answer during work hours and many more.
    6. Engage customers to start chatting with you via chat invitations.

    Now if you are interested to go with live chat for your existing website or new website then contact us:

    Hello Buyer® Corporation India, A Leading Digital Marketing Company in India & Best Live Chat service provider company in india.
    Ring us: +919971972070
    Write us: info@helloBuyer.in
    Visit: www.HelloBuyer.in
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