5 Reasons Why your Store Needs Live Chat Now

Responding immediately or spontaneously to a lead or a potential customer always leaves a better impression than making customers wait around.p

That’s just common sense.

You don’t have to be a marketing expert to know the importance of customer service in your business. Whether you own an online clothing store or offer plumbing services, your customers are the cornerstone. They are the ones who spread the word about you and help grow your customer base. And when you already have customers, you need to work hard to keep them.

Well, this can be done by offering them instant support or 24/7 support. Majority of eCommerce websites have been adding live chat support to their help desk software to provide real-time answers rather than having customers leave their websites.

And let’s be honest, nobody wants to send a support email only to get a (possibly automated) response 24 hours later.

Think about it. If you respond 24 hours after a customer or a potential lead inquires about your company/product/services, likely they aren’t even thinking about your product or service anymore. They might have forgotten completely, or even worse, they may have moved on to a competitor with faster response time.

Thankfully, live chat can fix that, even when you personally aren’t there to respond. All that is needed is an internet connection (which they already have, or they wouldn’t be on your site), and you can initiate a chat with them. Most websites place the chatbox at the bottom right of their web pages, and once a visitor opens the page, the chatbox pops up, showing the customer that someone is available to solve their queries there and then. And the result is obviously happy customers!

However, I have collected of reasons that depict the importance of live chat and what it can do to your online business. By the end of the article, you’ll be convinced and ready to implement live chat on your online store.

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Importance of Love Chat For Your Online Store

Get Competitive Advantage
eCommerce is in full bloom; it’s never been more important to stand out and beat your competition.

Well, live chat can help you here. While shortening the distance between people, it lets you omit fancy formalities in favor of a friendly style that fosters genuine relationships. According to a study, 44% of online consumers say that having questions answered by a live person during an online purchase is one of the most important features a website can offer. However, it is quite surprising that not even 10% of companies have adopted live chat support as their primary or secondary communication channel. But their loss could be your gain – if your site offers live chat support, you can definitely get a competitive advantage. It will let you capture leads before your competitors get a chance to pick up a phone or respond to an email.

Increase Conversions and Sales
Using live chat to interact with your customers, when they need you or get stuck anywhere, builds up their confidence in the choices they make while positively affecting their buying decision. A great live chat experience is directly linked to a higher order value, meaning the better the live chat experience, the more the purchase. However, you need to ensure that your lie chat personnel is properly trained and has in-depth knowledge of the products/services so that they can upsell or provide complete information to the customers. Further, train them in a way that helps customers trust your brand; not just a forceful persuasion to buy. In this way, you can increase conversion rates and sales, all by using website live chat.

Cost–Effectiveness
Live chat software is very usually easy to set up and use. Majority of live chat services offer platforms that consist of a bunch of integrations widely used across CMSs and eCommerce systems. This, in turn, eliminates the need for coding skills to set up the live chat on your website. Further, it reduces the cost that you’d incur by running a call centre and lessen the waiting time for customers since the live chat personnel can handle multiple chats at once (which frees you from the cost of maintaining/hiring more staff.

In addition to this, when customers get real-time advice via live chat, the possibility of return purchases is minimized and the average order value is increased, which again means profit and cost savings.

Customers Can Multitask
One of the worst parts about talking on the phone to a customer service executive is that it consumes a lot of time and attention. Customers have to wait for long, be on hold and/or listen to the awful music, with nothing else to do. And of course who likes waiting? Even you won’t.

It’s pretty difficult to do other activities while you’re waiting on hold. The last thing you want is to miss when the service rep finally picks up.

75% of people prefer to live chat versus calling to speak with an agent.

On the other hand, a live chat function allows customers to continue working or multi-task while they wait for a rep to respond. They can either read their emails, work on a project or do a dozen other activities while being assured of hearing an alert whenever the agent responds and solves their issues. Not to forget, this means satisfied customers.

Build Long-Term Relationships
It’s a fact that satisfied customers are statistically less likely to switch. As a 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. Further,

52% of consumers are more likely to repurchase from a company that offers live chat support.

This means returning customers and of course long-term relationships. Also, regular customers tend to buy more often and they are less expensive to maintain since they are familiar with your business and the processes behind it. What goes without saying is, when customers feel their voice is heard or their queries are being taken care of, they’ll automatically be attracted and feel at ease with your brand.

Well, the list can go on and on. Though live chat is not a cure-all that will eliminate all your support problems, but meet your customers’ expectations to a great extent and tell them you care. Just add live chat to your website and you will wonder how you were managing customer communication without it. 

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