It is a fact Live Chat became an effective, profitable and essential service channel over the last years. Here are the top 40 live chat benefits you need to know!
Customers’ experience has its base on efficiency, and that’s exactly what live chat service is about. Designed to reduce and simplify customer journey, Live Chat goes perfectly through every stage of it, providing support before the purchase, exclusive guidance during acquisition, and personalized follow up sale.
Other communication platforms can’t keep up with Live Chat dynamism. E-mail, phone support, SMS… none of them provide the power of immediatism and quality engagement your audience demands! Versatile, live chat can bring a brand new experience to your company, regardless of its segment.
There are so many advantages on why you should use it, we decided to gather the best of them and show you how fundamental this service is for your success. You are about to know the Top 40 Live Chat Benefits. Take a look!
Let’s start with the one you want to know best.
To have someone available to guide a visitor through their experience on your website is like having a personal assistant to be required whenever needed. And that is a powerful tool to help clients get that professional advice during buying decisions.
Provide updated solution
It can be a bittersweet feeling to have a significant percentage of your website traffic just slip through because you just can’t do anything to capture their attention when they are browsing on your content .
Live Chat goes straight to the point generating a qualified approach momentum with your audience. That enhances your customer’s experience and raises the chances of them becoming loyal to your brand.
Add value to your product
Live Chat is all about high quality interactions with your potential client, right? It’s highly common to pop up questions, doubts or need for more information during a visitor’s browse on your website.
When your company opens up a Live Chat, using a real person attendant, to provide specialized guidance and orientation to a consumer, it is going to feel like you’ve just opened your best store exclusively to that person.
Make the best impression possible
It is very important to keep in mind that sales experience begins at the very first contact. Consumers don’t want to feel like they’re being treated like everybody else or getting identical service like the rest of the clients – even if it’s actually the same thing.
Get the power of interaction
Live Chat can also work as a place to gather people. On a live blog during a broadcast, for example, the possibility for visitors to exchange opinions, information and network in general among themselves is an upgraded experience.
Create momentum as a brand to follow up, make suggestions, build confidence or even offer something. Enhanced engagements leads to better opportunities!
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Never lose another sale opportunity
Have you ever imagined how many sales opportunities you lost just because you were not available at the right time? Not because deliberately you weren’t there, but because you couldn’t keep up with all customers at once.
Using Live Chat, you put yourself visible and ready to serve all the time. Attendance has become more personal than ever! And you can only achieve that by identifying needs as soon as possible, so you can make the best approach.
Have real-time interactions
Prospects and customers, either on your website or app, can receive real-time discounts, offers, coupons or mind-changing information to help them close the deal with you. That’s high-level engagement and lead qualification!
Generate hot leads
Live communication allows you to spot more clearly a conversion opportunity. Through Live Chat you can map your prospect, tagging them more appropriately according to information collected along the way.
To use Live Chat means to be able to identify some important buying triggers by conducting the conversation strategically, without losing empathy nor caring for the pain shown by the prospect.
Improve post sale experience
The impression you leave during the customer’s journey will set the tone for future purchases –– and relations in general. Live chat wraps together value, high-quality support and speed all at once. This has a direct impact on how customers see, defend and promote your brand, becoming a true ambassador.
It’s important to keep omnichannel communication services, but you know customer support can be really expensive. Call centers agents can only handle a phone call at a time. it can be a very useful service, but it’s also very low paced.
Live chats changes that by providing multiple engagements at once. A customer service agent can engage at six simultaneous chats, says research by Telus International.
Make more profits
Cutting expenses off with phone support means you can have a smaller team to handle prospects. As a result, you’ll reduce support costs drastically. It is also important to highlight about cutting phone costs as well, since live chat is 50% cheaper than calls.
Increase team productivity
It is impossible to run a company without tangible results. To end up burning some key-resources is a common thing when it comes to insufficient team management. Live chat can enhance integration among different areas, creating a storyline of your consumer.
Encourage employee engagement
It has become very common for employees to feel like they are not being recognized by their best efforts and results.
The dynamic among team work provided by live chat service boosts collective motivation, creating moments of high performances, resulting in sales increase and team success.
Build expertise through specialization
Team members can be empowered when assigned to take care of specific stages during the buyer’s journey. The engagement given via specialization can create relevance instead of dragging customers through disconnected spots.
Improve customer service
There are two touchpoints you must be aware of when it comes to building customer loyalty using live chat. Here they are:
To be accessible
The simple fact of making a live chat window available on your website proves a level of professionalism and qualification that most brands can’t reach. In addition, a sense of trustiness of your platform is presented along the status of quality of your product, service or experience.
To be the expert
A company that offers live support reinforces their domain over the product, service or experience provided. Your customer will know you can feel their pain and come up with the most appropriate response. It won’t be a cold sale relation, but an empathetic seeking better solutions one.
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Build new and stronger customer/brand experience
Companies need to improve Customer Experience (CX) constantly. It’s a priority to keep up with new customer demands. Get straight to the point and stop wasting time by knowing who your audience is and what they truly want.
Set the bar high
A business with a CX capable of satisfying and overcoming expectations is more likely to become top of mind. Customers enjoy the convenience of having a reliable and high quality brand to fulfill their needs. By live chat you raise your chances to take the experience to a professional level.
Give more personalization and exclusivity
We have mentioned before that people don’t like the feeling of being just another customer in line. Live chat can open up a space for relevant engagement. Your audience can interact with others on a liveblog during church services, sports games, broadcasted presentations and more.
Shape it like you need
It doesn’t matter if you are a Business to Business (B2B) company or a Business to Customer one: live chat is the best tool to create new and unique ways of interaction, opening gateways to improve the experience.
Be less invasive
A significant portion of customers finds it very inconvenient when a company makes a sale approach via phone call. And it is! There is no way to predict the best time to call, or how not to interrupt a meeting, work or even dinner.
Don’t bother, just help
That is certainly a benefit of live chat most people rely on. The whole process of calling, waiting, being declined can cause a lot of frustration. So, be there for your customers when they need you instead of pushing and risk losing an opportunity.
Make a difference with a human touch
Automatic and generic messages can ruin great deals. The assertivity of a real person there to provide qualified answers and propose better solutions for your customer’s pain points empowers you to take control of that moment.
When the customer realizes their getting exclusive attendance, personalized offers, real-time solutions, you create the ideal scenario to evolve that lead to a stage closer to buying.
Respond just in time
Time response has a crucial role in good service experience. The quicker it is, the more satisfaction your customer gets. No one likes waiting for a reply!
According to Frorrester’s Raising The Bar, “1 in 5 customers are willing to stop using a service or product due to slow response via online chat“.
Discover the customer’s pain points
A pain point is an obstacle or a problem your customer faces that blocks them from solving it. Discovering pain points is all about being the agent responsible for finding and eliminating that situation, becoming an authority.
See beyond borders
Live chat offers a great opportunity for you to pay extra attention to what your customer is reporting. That might be a pain point!
Now, earn their trust by actually listening to what is being said and try not to force a sale or the purchase of anything. All you need to do is, at the right time, show how you can solve that pain in the best way.
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Increase conversions and ROI
Some companies might think making an investment in a new technology or tool must be guaranteed a high return over investment. With live chat is no different!
Not just a “good to have” feature
It goes beyond imagination the benefits of having a live chat on your website. From driving more traffic, to preventing consumers from basket abandonment during final buying stages and making their post sale an unique experience.
In a real-time interaction it gets easier to spot cross-selling opportunities. Marketing and sales don’t ever think about the process as individual stages. It is all wired, turning some predictions about consumer’s needs into a powerful sell moment to add even more value to the buying journey.
Attend B2B and B2C
You can adapt to live chat to suit whatever type of business you have. Think of what your customer needs and shape your tool to attend it. Market One presents two factors you should consider then customizing live chat effectively for different segments:
Simply pushing a chat session out to anyone who hits your webpage will do more harm than good. Using sophisticated “rules of engagement”, today’s live chat platforms will score your site visitors, only inviting those to chat who are displaying the desired digital body language, such as viewing a certain page, or staying on a page for a defined period of time.
Scaling live chat across global audiences is where economies of scale really come into play. But you need to set up your live chat function to suit your visitors’ location. Speak their preferred language and fit in with their time zones, so you have the right level of service ready – wherever your website visitors are from. Create a live chat empire on which the sun never sets.
To solve a problem in an interactive manner and faster than others communication channels give your customer the sensation of control over the situation. That’s why they prefer to live chat over others, it is much more convenient! Check this graphic:
A live chat software also comes with metrics and tracking features to help you score your prospect interests. You’ll have better insights, map some behaviors and build strategies dedicated to new segments emerging during the process.
Report and analyze
Be able to measure customer level of satisfaction, what are the possible buying journeys, number of conversions, best and worst approaches, common questions/doubts/requests and much more.
On live chat you’ll have the possibility to scan and update multiple behaviors, improving and mastering your services towards more sales.
There is no more place for poor quality services. Customers move when they can’t find what they need or it’s just too complicated to make it. Even now when live chat seems to be getting mainstream, most of your competitors don’t really know it yet.
Live chat can make you close real-time deals first while the rest of it is still printing their job offers out. Attract a worldwide audience to your platform. Break barriers and simplify processes with professionalism and service quality.
The best timing is now
A study made by E-tailing Group shows that the amount of US consumers using live chat to interact with brands and sellers has increased 59% compared to last year.
Even though live chat is at its ascendant rise, many businesses are still not benefiting from it on their websites yet. In a world of instant communication (WhatsApp, Messenger, Skype, Zoom, etc), brands must follow and serve their consumers in real-time too. Stand out from the competition!
Live chats in 2021
By the next year, it is estimated to be a domain over 92% of mobile internet users. It also anticipates a drastically increased sense of instant and high qualified communication. Relations tend to grow even stronger on efficiency standards like live chat.
The industry foresees a major boost of live chat usability in 2021. Different business segments, such as e-commerces, broadcasting and news media, finance, tourism and entertainment industries are the most expected.
Try live chat now for free
We’ve presented the ultimate reasons, top benefits you need to know about live chat. How about giving it a try? Put in practice all those possibilities and see for yourself the power and greatness live chat service can add up to your business!
Arena has already helped thousands of publishers from over 120 countries around the globe. Now it’s your turn! It’s free. Click here and find out more information and how to add live group chat on your webs.