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Live Chat: Why It's So Important For Business

Tyler Holliday, Ytel |  

In the modern business landscape, the live chat feature is quickly becoming much more than just an aside that looks good to have in the bottom right corner of the screen. Consumers are actually using this feature in real time now, and moreover, consumers are beginning to expect a certain level of time sensitive customer service that a live chat feature may be just the remedy to apply. Let's take a look at just a few of the reasons that live chat is becoming an essential part of the online business structure.

In the modern business landscape, the live chat feature is quickly becoming much more than just an aside that looks good to have in the bottom right corner of the screen. Consumers are actually using this feature in real time now, and moreover, consumers are beginning to expect a certain level of time sensitive customer service that a live chat feature may be just the remedy to apply. Let's take a look at just a few of the reasons that live chat is becoming an essential part of the online business structure.

 

Part of administering an authentic omnichannel communications experience is to give your potential customers the ability to connect with you directly from your website. That extra step to a Facebook comment thread or a Twitter feed may be the step that actually loses you the customer.

Over 40% of people who buy products online say that the ability to have a question answered in real time using the chat feature directly on the website is of essential importance to their experience.

survey by eMarketer fully showcased the importance of live chat - 90% of those surveyed found live chat to be a very important feature, and 63% were increasingly likely to return to a7 website with a live chat feature.

Even more telling is the statistic that 38% of people surveyed actually went through with the purchase because of live chat. The more often a person shops online, the more these statistics apply.

A Less Expensive Communications Strategy

The Communications Platform as a Service (CPaaS) model is becoming less expensive by the business cycle. Traditional communications models are simply unable to scale to the level that CPaaS is currently moving, mostly because all of the new communications technologies are moving into the Cloud first. However, traditional systems also have limitations that no amount of technology can fix.

For instance, a customer service representative can only handle one call over the phone at a time, no matter how skilled he or she is. On a live chat, a single representative can easily handle multiple chats at once. Less employees and overhead equate to less money spent with a higher productivity rate, which is a no brainer whether looking strictly at the numbers or at customer goodwill.

Live Chat is a Sales Booster

Live chat leads to higher customer satisfaction ratings, which in turn bring higher sales, Forbes found in a recent study focused on Wells Fargo live chat features. Live chat offers a customer sales representative that can walk a patron through a sale if it becomes frustrating, lowering the bounce rate and keeping a gentle pressure on customers to fulfill their initial sales at the end of the shopping cart process. Agents may also more easily upsell products in the middle of a fruitful conversation, if they feel the time is right and the customer is engaged enough.

Live Chat is the Edge

Despite the research detailing the advantages of live chat on a website, the technology is nowhere close to mainstream yet. This means there is still plenty of room to grab market share using a proven technology that many of your competitors are still leery about or simply do not understand. Bold Chat conducted a study that might hold some interest if you are still unconvinced about the power of live chatespecially during peak holiday seasons. 

Sources: eMarketer | ForresterBold Chat 

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About The Author

Tyler Holliday, Ytel

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Tyler is fueled by the power of imagination and has a passion for connecting businesses to their customers and prospects through authentic marketing. Some advice he gives to other marketers is keep things simple, and always follow the golden rule… Measure what you market.


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