If you go on any website, there is a high chance that you are familiar with little pop-up boxes that appear at the bottom right-hand corner. These live chats are a platform designed to allow companies to better communicate with people viewing their website. These individuals can vary from being reoccurring customers that are browsing your inventory or new potential clients who are visiting you for the first time. No matter what type of customer that is visiting your website, your company is going to want to engage with them and get them to make the sale. So how can live chat really benefit your business and why is it so popular?
1. Convenient for customers
Live chats are easy and simple for customers to use as there isn’t much work involved to enable them. A customer may not want to pick up the phone and call to ask an employee a question, better yet they can go on the website and talk to someone online. Overall, its more convenient for them, especially if they are busy doing other things and don’t have the time to be on a call. Individuals will feel more comfortable asking their questions and getting more information about a product or service that they are interested in.
2. It is inexpensive
Having someone managing your website live chat is more inexpensive compared to having someone manage the phone lines. Basically, when your employees are talking and helping people on live chat, they can multitask and help more than one person at a time. This allows them to not be entirely focused on one phone conversation. It also allows fewer live agents to help the same amount of people originally.
3. Reaching proactively
A huge benefit to live chat is allowing your company to start talking and answering customers questions quicker. It basically allows companies to reach people instantly. Employees can both wait and see if a customer starts a chat with them or they can be proactive and start the chat with the customer first! These platforms will alert the person on the website with a message pop-up screen asking them if they can help them in any way. This tactic usually starts a conversation with the customer and can eventually lead to a positive customer and company relationship.