Live Chat is a messaging technology that lets a customer (or potential customer) interact with your company in a one-on-one chat. By delivering a high-quality Live Chat experience, you can make more sales and keep your current customers happy.
Why Does Live Chat Matter Now?
Research suggests that today’s customers value speed in their interactions with companies.
- Nearly one-third of people (28%) expect companies to respond to questions or complaints on social media within an hour (source).
- Customers value speed in answers. A 2018 Harvard Business Review study found that “an airline responded to a customer’s tweet in five minutes or less, that customer was willing to pay almost $20 more for a ticket on that airline in future months.”
- Customers value speed in orders. A study of 1047 shoppers in 2021 found “68% of consumers said fast shipping would lead them to place an online order.” (source)
In other words, keeping a customer on hold for an hour is no longer an option. Specifically, companies like Amazon have made it standard for millions of customers to get products delivered in hours. To remain competitive, giving customers fast and effective ways to get answers is essential.
What is Live Chat?
Live Chat gives your customers an easy way to ask questions directly from your website. For example, Warby Parker, an ecommerce company that sells glasses, uses LiveChat to answer common questions like “What do I need to order?” and “How do I set up a return or exchange?”
Typically, a Live Chat tool on a website appears in one of two ways. An automatic Live Chat window may appear after a period of time or when the user visits a specific page. Alternatively, a customer may click on a chat button to launch the chat window. In either case, the result is the same: seeing a chat box that lets you ask questions.
On the company side, Live Chat answers can be supplied by people (e.g., sales representatives, customer service, or technical support) or artificial intelligence (AI). Many companies use AI and human agents together. For example, you might decide to use human agents to answer simple questions or gather information. In this case, you would involve your employees in answering more complex questions or addressing complaints where empathy and human understanding are more important.
Why Is Live Chat Important Now?
Answering the phone quickly and replying to customer emails fast is no longer enough. A growing number of businesses are adding Live Chat, and customers are responding with interest. To explain why Live Chat is essential today, look at the technology from the perspective of customers.
What Do Customers Say About Using Live Chat?
Three research insights tell us everything we need to know about why customers turn to Live Chat to increase numbers.
- 73% customer satisfaction. Live chat customer has higher customer satisfaction levels than email or phone support (source)
- Live Chat is fast. Live Chat enabled companies can respond to customers in two minutes compared to waiting hours for a response to an email or social media message (source)
- Customers who use Live Chat spend more money. Some studies suggest that more than a third of Live Chat users make a purchase and spend more money than non-Live Chat users (source).
With competitors, just a few clicks away, providing fast service through Live Chat is increasingly become a non-negotiable to succeed today. The global COVID-19 pandemic has made Live Chat even more critical because customers rely on remote communication methods like Live Chat.
Two Ways To Use Live Chat In Your Business
There are two main ways to use Live Chat to grow your business. If revenue growth is your primary goal, start with option 1. If you are more focused on engaging customers, choose option 2.
Option 1: Increase Sales With Live Chat
Live Chat is a proven way to increase sales, assuming you have potential customers coming to your website. Using Live Chat for sales is especially popular in B2B sales – more than 80% of B2B companies use Live Chat (source). Here are a few ideas on how to use Live Chat to boost sales.
- Offer Assistance On Critical Pages.If your website has an online cart or checkout process, offer Live Chat on that page to address any last-minute questions or concerns. For example, answering questions about your refund policy and shipping times may help customers feel more comfortable about ordering.
- Give A Free Resource. You can also use Live Chat to give away a free resource like a PDF guide, video, or tip sheet. Providing a helpful resource is a helpful way to engage potential customers who are not ready to make a purchase.
- Gather Information For Your Sales Team. Let’s say your company has 10 sales teams that all focus on different products. Customers want to speak with the right person to make their purchase or get more information. Live Chat can help by gathering information. For example, you might include a question like “how many employees does your company have?” in your Live Chat script so that you can transfer the customer to the right sales teams.
Once you use Live Chat to increase sales from your website, customer service is the next area to improve. When you keep customers happy by answering their questions quickly and solving problems, they are more likely to buy again and tell their friends.
Option 2: Enhance Live Events With Live Chat
When your company runs an event like a conference, you can use Live Chat to make that event more memorable. Over the past year, most of us have sat through hours of video conference meetings. It is easy to get distracted! That’s why adding Live Chat to virtual events is helpful – it is a way to make your events more interesting. For example, a Live Chat session during a presentation will help you to find out which topics are most interesting to attendees so that you can pivot accordingly.
The Fast Way To Add Live Chat To Your Company
Setting up Live Chat used to be difficult. You had to talk to several developers and then go through weeks of testing. With Arena Live Chat and Live Blog, you can add these capabilities to your company in a matter of days. The best part? You can test Arena Customer Engagement Platform for free for two weeks to see if it helps you get more customers.