Why Do You Need Chat For Your Website?
Most of us are already aware of the value of providing a real time support for excellent customer service. We also know that we should open up alternative channels like email and SMS… But what about chat for your website? Though you may not realize it, Chat facility on your website is essential if you’re serious about customer service, and here’s why:
Studies show that customers prefer chat
According to a report published by eDigital Research, customers typically prefer to chat via the website over other customer service channels. The report, which was titled Customer Service Benchmark, cited real-time chat’s efficiency and flexibility as reasons why customers choose it. These findings were corroborated by an ATG Global Consumer Trend study. This study revealed that 90% of customers find chat via website to be helpful.
Additionally, text-based communication like live chat is consistently ranked as being less stressful than speech. When customers have to speak verbally to you, they often feel “put on the spot,” which causes them to forget information they’d like to tell you. Furthermore, most people are nervous about speaking directly to strangers. The slightly less direct, less personal nature of live chat is therefore relaxing to your customers.
Chat for your website can help build trust in your brand
As alluded to above, the more available you are for your customers, the happier they are. This satisfaction directly translates into increased customer loyalty and trust. When you show your customers that you want to be there for them, they feel valued and appreciated. It’s these feelings—along with a quality product, of course—that keep people coming back.
Live chat can boost sales
According to a survey conducted by Emarketer, customers are much more likely to return having installed chat for your website. As the report states: “62% [of customers] reported being more likely to purchase from the site [with chat] again. A further 38% of respondents said they had made their purchase due to the chat session itself
The latter figure is unsurprising when you consider the fact that customers often have questions during the shopping process. They may, for example, want to see if they can choose an alternative shipping or payment method. If you have chat for your website, they can get these questions answered in “real time.” This can easily mean the difference between a sale and an abandoned shopping cart.
Remember that (like most communication channels), live chat doesn’t have to be expensive to maintain. You can work with outsourced customer service providers to dramatically reduce the cost of live chat.
Aside from our team of professional Virtual Assistants, Here at My Cloud Live Chat, We understand the importance of your target audience for meeting the expected results. Our Live Chat Answering Service reverts to customers need at real time, while you keep track of every customer and every inquiry message.
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