Reasons Why Your Website Should Have Votiko’s Live Chat Support
The business world is more competitive than it has ever been. Customers have a lot of options, therefore you need to provide high quality to stand out as a business. And that’s not the end of it. The next phase is to build consumer loyalty and improve your brand’s image.
There were various strategies to gain and maintain a competitive advantage in the past. However, as industries have grown, providing something that others don’t has gotten more difficult.
Furthermore, we have all gotten less patient as a species. Our attention span is shortened, and we expect things to happen quickly. To put it another way, if you don’t give your customers with services rapidly enough, someone else will. This is when the live chat option is useful.
Fast forward to today, and outstanding customer service has a direct impact on revenue and long-term business performance. If that doesn’t make sense, let’s look at how you can profit from using a live chat on your website.
The Most Important Advantages Of Live Chat For Your Website
When it comes to customer service, you undoubtedly already know that you have a lot of options. A ticketing system, knowledge base, email, or phone help are all options. They’re all beneficial to your business in some way.
Even so, the most effective customer service technique has shown to be a live chat on your website, and here’s why.
Customers Appreciate the Convenience of Live Chat.
The customer is always at the centre of a good marketing effort. To begin, you must determine your clients’ wants and desires. After that, you can begin developing and marketing your product or service. The same may be said for the live chat option.
Let’s start with some statistics!
- Consumers are 63% more likely to return to a website that offers live chat. (Emarketer)
- Live chat is preferred by millennials over all other customer service channels. (Comm100)
- Customers are 59 percent more likely to buy if brands respond to their questions in under a minute. (Ifbyphone)
- Customers indicated the chat session influenced their decision to buy 38% of the time. (Marketing via the Internet)
- If they can’t get rapid answers to their questions, 53% of buyers are inclined to abandon their online transactions. (Forrester)
Customers prefer using a live chat when visiting your website because of the quick response times. And, if you do some fast research, you’ll find that the majority of organisations provide support 24 hours a day, seven days a week. To put it another way, there is always an agent present to answer clients’ questions. After all, that’s what this kind of customer service is all about. But that isn’t the end of it.
When it comes to internet stores, instant help is crucial. If a customer has a purchase-related question, he or she is more likely to proceed if the inquiry is answered by a live chat representative.
For example, if your potential customer is unable to apply the discount code, he or she may be unable to proceed with the transaction. If you don’t help the consumer with this quest, he or she will become frustrated, and you will most likely lose the sale.
Clients can also multitask while using live chat. When on the phone, they should devote their full attention to the conversation.
However, while using the live chat feature, one might use the time to open other tabs on the browser or get some work done while waiting for an agent to respond.
Live Chat Is Expensive And Time Consuming
Effective phone and email assistance does more than just extend response times. These approaches involve a lot of back-and-forth, which leads to an increase in resource use. It’s a matter of time, and time is money.
If you want to provide phone assistance, you’ll need to hire one or more people. Remember that each agent can only handle one consumer request at a time.
owever, with live chat, one agent may manage multiple live chat sessions at the same time. As a result, the service’s cost is reduced. When compared to other mediums, real-time customer service offers significant benefits. When these two factors are coupled (lower inputs and larger rewards), the ROI is effectively increased.
There’s one more thing to consider. Customers can also use the live chat feature to find products that are better suited to their needs. As a result, product returns are reduced, and your company’s profits are improved indirectly.
Conversions are increased by using live chat.
Marketers no longer regard live chat as only a customer service feature, but rather as a sales channel in and of itself. What’s more, here’s why!
- Live chat generates a 48% boost in income per talk hour and a 40% increase in conversion rate. (Source: ICMI)
- Live chat support can help with cart abandonment, sales, and conversions. (wpbeginner)
”Conversion rates jumped by 23% when we included Live Chat on our website,” says Post Affiliate Pro.
As previously stated, with the correct guidance, a consumer is more inclined to purchase. You will surely see an increase in your earnings if your live chat support personnel is skilled and experienced enough to guide clients through their purchases.
You can now employ a variety of other tactics. For example, to “push the clients” down the sales funnel, your live chat employees can offer discounts for additional orders or even promotional codes. When your staff are paid a proportion of sales, such as commissions, this method is very useful.
Let’s say your salesperson has a 20% conversion rate. Your sales person can give a discount if a consumer calls them for help but is undecided about purchasing.
For example, they could “donate” 10% of their earnings in exchange for the remaining 10%. As a result, you, your employee, and your customer will all be pleased with the transaction.
Live Chat is available 24 hours a day, 7 days a week.
Customer service is a difficult profession, especially when you’re on a tight budget. This “luxury” is not available to all entities. Customers, however, regard it as a must. This is when automation comes into play.
Hiring agents during business hours and activating a chatbot to give self-service to your clients is a balanced and productive method. To be more specific, the live chat will respond with automatic responses or provide links to articles in the knowledge base. In either case, you can get a lot from it.
First and foremost, it can assist you in cost reduction:
- By using a conversational chatbot, businesses can save up to 30% on customer support expenditures. (Image courtesy of Chatbots Magazine)
- By answering 80% of regular questions, chatbots can help businesses save money on customer care. (IBM)
Customers also like the chatbot feature:
- Chatbots are viewed as the most convenient way to contact a company by 21% of consumers. (Report from Chatbot)
- A chatbot was used by 67 percent of customers around the world for customer service. (Source: Business Insider)
- One out of every five people would consider buying products and services from a chatbot. (According to the Ubisend report)
In essence, live chat allows you to get help outside of business hours, which is nearly impossible with phone or email support.
Long-Term Success Requires Live Chat.
Customers who are happy with your services are less inclined to switch to your competition since they feel valued. Customers who are loyal are also less price sensitive.
You can think of elastic and inelastic demand at this point. If clients may easily switch from one brand to another, demand is elastic. As a result, you won’t be able to raise pricing significantly. When customers have a strong desire or need for your brand or items, on the other hand, you can raise prices without losing as many people.
You can employ live chat as a one-of-a-kind feature to gain a competitive edge in the industry. As a result, client loyalty and retention can be improved.
OutboundEngine claims that:
- Getting a new client can be five times more expensive than keeping an old one.
- Increasing client retention by 5% can result in a 25-95 percent boost in earnings.
- Selling to an existing customer has a 60-70 percent success rate.
- Selling to a new consumer has a success rate of 5-20%.
Customers who are loyal are 5 times more inclined to repurchase, 5 times more likely to forgive, 4 times more likely to refer, and 7 times more likely to try a new product.
As statistics show, retaining existing consumers is less expensive than acquiring new ones. Yes, you should not choose between the two. Instead, you can pursue both techniques at the same time. Loyal consumers, on the other hand, will provide a higher return on investment, resulting in long-term profitability.
Customer Experience is improved by using live chat on your website (CX)
Customer experience refers to your consumers’ opinions and impressions of your brand, if you are unfamiliar with the word.
Consider the following two assertions, both of which are true, to gain a better understanding of the situation:
- A poor customer experience can cause people to abandon your brand.
- A positive customer experience can help you increase customer retention, loyalty, and recurring revenue.
To improve customer experience, you must first determine the point of contact with your clients. Then you can spot problems and come up with solutions.
For example, if your business has been losing consumers owing to long response times or a lack of help during the buying process, live chat could be the ideal solution.
You can give your consumers all the help they need before, during, and after the transaction with live chat assistance. Not only does this improve your company’s financial performance, but it also builds client trust.
Customers are less likely to have a poor experience with your brand if they have a way to reach you at all times. Even if they do, you may immediately handle the situation while maintaining your brand’s reputation.
Your customers will eventually tell their friends and family about your company, expanding your brand’s visibility and reputation.
Live Chat Offers Useful Information
Finally, live chat can give you with in-depth reports that are both useful and informative. Quality live chat software or automated solutions usually have built-in tools for tracking your agents’ and clients’ activities. As a result of these steps, you’ll have access to vital information about your company’s performance and key challenges.
Assume you receive the same queries or reports from your clients on a regular basis. For example, your visitors may have difficulty determining the proper T-shirt size. This would be a red indicator for an eCommerce store. Your teams should work on producing sizing charts for each product category or better clarifying the products.
In-depth reports can also reveal the quality of your staff. You may keep track of the agents and how long it took them on average to react. You can also see whether any consumer requests have gone unanswered and take action accordingly.
After each session, customers are usually given the chance to rate the live chat representative. You can ask a variety of questions at this point, such as “Was this chat helpful?” or “Was the live agent informed and friendly?”
Incorporating ratings into your live chat statistics can ultimately aid in the recruitment of a better workforce. Employees are more inclined to perform well when they know their consumers are happy with their services.
You’ll be able to improve the customer experience once you’ve identified the weak places in your live chat support. If you haven’t noticed yet, it’s a never-ending loop in which everything revolves around the customers.
Is Live Chat Worth It in the End?
Yes, it is, in the most straightforward way possible.
For today’s competitive business situations, live chat is a fantastic alternative. Customers find live chat to be a simple way to acquire the answers they need in real time. As a result, this style of customer service improves client retention, loyalty, and satisfaction. But that’s not the end of it.
These improved performance metrics eventually have an impact on your company’s finances. Conversions and sales can both benefit from live chat. In addition, returning clients are less price sensitive than newbies. As a result, the revenue side of the P&L statement improves. You should think about including a live chat feature on your website. It is a low-cost solution that yields a higher return on investment (combined with increased benefits).
So, if you’re in it for the long haul, live chat support for your website is a good idea!
