10 Reasons Why You Should Implement a Live Chat

Let’s be honest. You’ve most likely come across this post because you’re having problems turning surfers into customers. This issue can be extremely damaging to any business.

There is, however, a technique to convert the browsers and improve your customer service in general.

“Live chat leads to a 48 percent boost in revenue per chat hour and a 40 percent improvement in conversion rate,” Forester claims.

Yes, we’re referring to the small live chat button that’s generally found in the website’s corner.

But wait, there’s more to the live chat button. Check out the 10 live chat advantages listed below to start improving your business today!

1. Customer convenience in real time

The value of a real-time conversation with a customer is something you should not overlook.

According to Forrester Research, 44 percent of online shoppers consider having questions addressed by a live agent when making an online purchase to be one of the most significant things a website can provide.

There are two categories of clients who require assistance and use live chat.

Potential purchasers are the first group, and the following are the most prevalent scenarios in which potential online customers use live chat:

• Would you like to learn more about the product specifications?
• Having difficulty locating a specific item on a website?
• Would you want to compare products?

These events have a huge impact on purchase decisions. In fact, Live Chat sessions influenced the purchase decisions of more than 38% of online customers.

Your present customers make up the second category of live chat users.

The following are the most common reasons why people use live chat:

• Would you want to inquire about “return policies”?
• to see if their order is still being processed.
• Want to report a bug or make a suggestion for a better service?

Another advantage of live chat is that you can obtain near-instant feedback or notifications when a large-scale customer-facing issue arises. For example, if you manage a SaaS company and something goes wrong, customer service chat allows you to see the problem from your clients’ perspective right away.

2. Live chat saves money.

The second advantage of live chat is its cost-effectiveness. So, how can live chat save you money?

It boosts productivity by allowing live chat agents to handle many chats at once. Thus, you don’t need to hire more agents. Votiko, an intelligent live chat software, gives you a lot of options for chat distribution and use.

Customers receive real-time guidance and answers to any queries they may have, which raises the average order value. It reduces “product return” costs since a customer support chat agent may assist you in selecting the optimal product or service for the customer. As a result, the customer is pleased with the product and is less inclined to return it.

When compared to a call centre, it lowers overall help desk centre expenditures by reducing the waiting queue time.
It only takes a few minutes to set up the live chat service. For the most extensively used eCommerce and content management systems, Votiko Live Chat has a number of connections ready. As a result, installing live chat on your website doesn’t require any HTML knowledge. Furthermore, Votiko offers its customers a free full integration solution.

3. Competitive advantage

It’s never been more crucial to stand out from the crowd than it is now.

The number of companies’ competitors is enormous and growing every day.

Rather than having clients abandon their websites for a competitor, several eCommerce companies have included live chat support in their help desk software to deliver real-time solutions.

Perhaps you’re wondering if it’s even relevant to your company. It makes no difference if you are a tiny, medium-sized, or large corporation. In any industry, live chat provides you with an advantage over the competition.

Even businesses like Apple, SKY, and Virgin Airlines employ customer service chat to stay ahead of the competition.

4. Increased sales and conversions

Customers are more likely to spend more time on your website when a real person walks them through a purchase.
An excellent customer experience results in a greater average order value.

In other words, live chat has a direct impact on your sales.

One of the live chat benefits has been proven in multiple studies to be a 20%+ improvement in conversion rates.
Wells Fargo is another success story of a corporation that used the LiveChat feature. By relaunching its online chat service in 2008, the company saw a double-digit boost in conversions.

The key to increasing conversions (with live chat) is having appropriately trained employees. Provide customers with detailed information about your products so that they can make recommendations for additional purchases. They provide them with discount vouchers that they can provide to consumers who are still on the fence about making a purchase.

Most significantly, they must be quick typers in order to fully utilise customer support chat. See how many words they can type in a minute. Make improving your online chat customer service a competition. Check out our free live chat typing test to see how efficient your staff is.

5. Customer relationships that last a long time

Customers who have been satisfied for a long time are statistically less likely to switch. They’re also less price-sensitive, which is a plus.

Customers who feel cared for, according to experts, are less bothered about the price they spend.

Consumers who have utilised live chat are more likely to return than those who have not used it.

Regular clients, according to studies, buy more frequently and are less expensive to maintain because they are familiar with your firm and its operations.

Customers are more likely to develop a stronger connection with your business and share their positive experience if they feel their voice is heard and they can speak with a person behind the scenes.

6. Support is available. 24/7

For a company that can not hire enough agents to cover all shifts, providing 24/7 customer service can be unfeasible.
Nowadays, your firm can just work during business hours and leave the rest to a chatbot that can provide self-service to your clients.

For a client, the chatbot can deliver relevant information or a knowledge base article.

You may switch between a live chat button and a chatbot connection with Votiko. It also allows you to construct knowledgebase articles to give clients with the relevant product/service information while agents are unavailable.

7. Increased productivity in client service

Multitasking is made easier with live chat. While the customers answer, you may efficiently resolve many client inquiries. Customer service that is well-trained can boost productivity and overall customer satisfaction.

The live chat typing test is an excellent free tool for testing your agents’ typing skills. Determine how many words per minute they can type. The live chat typing test is an excellent exercise as well as a tool for improving your online chat assistance. Try it out for yourself and see what you think.

Furthermore, the diversity of customer care chat options, such as canned messages, which may save a lot of time for your customer support, can considerably enhance productivity. If you have a large number of consumers, imagine explaining or repeating the same problem. It can be monotonous, annoying, and exhausting. You can quickly respond to your consumers by using canned messages.

8. Increased client satisfaction (CX)

Another fantastic feature of live chat is the ability to issue proactive chat invitations. This fantastic feature may be able to assist you in converting inadvertent browsers into paying clients.

Simple, proactive outreach is often overlooked, yet it is a crucial aspect that shapes a customer’s experience with your organisation and the possibility of a future relationship.

9. Detailed reports

There are reports built-in to track your customers’ and agents’ activities if you use good live chat software. As a result, your firm will be able to collect essential data that will help it improve on a daily basis.

For example, you can identify low performers in your online chat customer support and provide additional training or coaching.

You can, on the other hand, maintain a note of client requests that were ignored, took a long time to respond to, escalations, and more.

The continuous monitoring technique can assist your customer support or service in improving the CX on a daily basis by quickly detecting customer service pain points.

10. Quick response to client inquiries

Nowadays, live chats have a lot of features. The option to share links, attachments, and photographs is another fantastic feature of live chat. All of these features help your online chat customer service manage consumer inquiries effectively.

Imagine explaining the entire process or a guide to a client over the phone. Sharing a Knowledgebase article, an article with a video, or another attachment with your client can sometimes show them everything step-by-step and avoid any confusion.

Here are a few extra ideas to help you get the most out of Live Chat:

• Ascertain that at least one operator is available for the bulk of the working day. (It may have a negative impact if your customer support chat is more offline than online.)
• Train your team. Make sure your chat agents are well-versed in order to respond to clients’ questions. Equip them with sales skills, and your conversion rates and sales will rise.
• Play the human card — the whole goal of live chats is to provide human assistance to clients during their purchasing experience. Live chat’s efficacy can be harmed by robotic responses.
• Learn from your customers by analysing and tracking the most common problems they encounter.
• Track your agents’ performance-Votiko makes it simple to evaluate the performance of your customer support employees. Advanced features allow you to track if a transaction was completed after or during a discussion with a representative, how many live chats the representative answered during business hours, and much more.
• “Pay attention to the words you use. When communicating through written media, the words we use have an impact on how our message is received. People who utilise live chat aren’t usually experts on the subject they’re talking about, so using industry words and jargon in an answer would just confuse them more. “
• Use chat invitations to encourage consumers to start chatting with you.

To try out Votiko’s live chat function, go to the bottom right corner and click the button. Tell us what you like and where you think we can improve — we love hearing from our customers.

But hold on a second. Is it possible for you to improve even more?

Live chat software is certainly a powerful tool for interacting with your customers. Is it, however, sufficient? When a chat session ends, most people continue to communicate. It’s usually the first time a potential customer interacts with you.

After a discussion, you’ll almost certainly need to write a follow-up email or make a quick phone call, which will necessitate the use of additional tools or software.

The advantage of Votiko is that it not only provides improved live chat capability, but it also includes a comprehensive helpdesk and call centre feature set.

As a result, you’ll be able to give a true, high-level customer experience across all communication channels.