Customers have come to expect a live chat option when they are shopping online. It is a seamless and hassle free contact channel that improves customer service and sales.
Quick Response Flows can help reduce case volume and give support agents more time to work with complex issues. They can also push links to help and training documents directly into the chat window for easy access.
Using a live chat widget on your website is the easiest way for customers to contact you. With the click of a button, they can communicate with your support team directly. This eliminates the need to scour your site’s navigation or contact page for ways to reach you and allows customers to remain focused on their shopping experience.
This convenience is one reason why shoppers rate being able to talk to a live person while they are shopping as the most important feature a website can offer. Live chat can also save you money by decreasing customer service costs and increasing revenue. It allows your team to handle multiple conversations at once, meaning that you can provide the same level of support for fewer customers, which in turn reduces the average cost per customer.
Another great benefit of live chat is that it gives your team the ability to gather feedback quickly and easily. By asking for feedback after each conversation, you can improve your business and stay on top of your customer satisfaction goals. This is especially beneficial for businesses that operate in highly competitive industries where the smallest details can make or break your brand’s reputation.
Additionally, the convenience of using a live chat application can make your website feel more personal. Live chat applications are designed to be more similar to messaging apps and allow customers to speak with a representative in an approachable manner. In turn, this creates a sense of connection between your brand and consumers, which is an essential component to building trust and loyalty.
If your e-commerce company is looking for new ways to increase sales and conversion rates, consider implementing a proactive chat system that sends a message to customers who have abandoned their carts. This will help you avoid losing potential customers to your competition and encourage them to return to your site. You can use this tool to nudge customers to convert with manual in-app messages or set up automated nudges that will pop up based on the pages they visit. The data collected through these chats is invaluable to your business and can be used to tailor future marketing campaigns and promotions.
2. Increased Customer Satisfaction
Providing customers with a personal touch is one of the best ways to build customer satisfaction. Live chat allows your sales and support team to be instantly available to all website visitors to help them with their questions and concerns, regardless of when they contact you. Customers who have an instant response are happier and more likely to stick with your business than those who do not.
When customers have their doubts about your products, they want to be able to speak to someone right away. That’s why 90% of customers rate immediate response to a query as “important” or “very important”. With live chat, you can make sure that every customer gets what they need as quickly as possible.
You can also use live chat to increase customer engagement by promoting new products and services to your visitors. A well-trained agent can build rapport with the customers and promote products they are interested in, increasing sales for your company. This can easily be done through the use of proactive chat that allows agents to send messages when specific keywords are triggered.
Another way that live chat helps to increase customer satisfaction is by reducing cart abandonment rates. Many shoppers leave items in their cart because they get distracted or run into issues during the checkout process. By offering customers assistance through a live chat window, you can prevent these customers from leaving your site and increasing your conversions.
Finally, a live chat system can help your team be more efficient by allowing them to sort and filter chats based on the type of help needed. You can even connect live chat to your CRM tools like Salesforce and Infusionsoft to streamline the customer service process and allow agents to work from a single interface.
Providing exceptional customer service is a great way to ensure that customers return to your business and recommend it to their friends. Adding a live chat feature to your website is an easy way to make this happen. If you don’t have a live chat feature, now is the time to invest in it to boost your sales and provide customers with a better experience.
3. Better Customer Experience
The best customer experience doesn’t just involve your product or service – it encompasses the entire process of interaction. That’s why companies that excel at building a low-friction customer experience offer customers a personalized approach to solving problems, and it’s something that can be built through live chat.
With live chat, your team can connect with customers instantly and help them with whatever they need. In addition, your reps can avoid the excessive back and forth that often happens over email or phone by routing chats to the correct teams based on the type of support they need. This helps improve customer satisfaction by eliminating frustration and reducing wait times.
In fact, one of the main reasons for using live chat is that customers demand fast responses to their queries. That is why a live chat feature on your website is an absolute must-have. It gives you a chance to help your customers and also strengthen their trust in your brand.
Not only does it give your customers fast answers to their questions, but it also allows you to create better customer profiles and offer more targeted solutions. For example, if you’re an e-commerce business, you can know exactly which products your customers have viewed and even send them relevant coupons or discounts based on their shopping history.
You can improve the customer experience even further by providing helpful resources during your chats. You can share links to your FAQ section, a specific article on your website, or even a knowledge base. You can also make your chats more interactive by letting customers co-browse with you while they ask their questions.
Your customer service team should treat every interaction as a chance to create a better customer experience. This means that they should always close the chats on a positive note by confirming that the question has been answered and leaving them with a contact point for future inquiries, as well as thanking them for their time. If you can do that, your customers will feel like they are being treated as individuals rather than just a ticket number or sales statistic.
4. Increased Sales
Whether they’re shopping for the perfect gift or trying to figure out whether or not your business ships to their country, customers are looking for information. If they can’t find the answers to their questions on your website, they’ll likely leave – and go somewhere else. This is why live chat has become an essential tool for many businesses. It can answer pre-sale questions, highlight incentive programs and provide other services that unblock purchases. This results in engaged visitors and happy customers, which naturally leads to higher sales over time.
According to a recent study by Marketing Power, shoppers using live chat are three times more likely to buy from your company. One of the main reasons for this is that they have a more personal experience with your brand. They feel like they’re dealing with a human and getting fast, accurate answers to their queries. Moreover, when you use chat to help customers navigate through your site, you’re able to offer more personalized product recommendations.
Live chat also helps you reduce cart abandonment, which is a major contributor to sales loss. If a customer adds products to their cart but doesn’t complete the purchase, it can be a big pain for you and them. With a chat service that enables you to provide instant assistance, however, you can lower your cart abandonment rates and boost your revenue.
Another way to increase your revenue through chat is by offering customers discounts and coupons during their interactions with your support team. This can be done through chatbots, or by simply asking the customer if they have any questions and then recommending the right products to them.
Chat also allows you to send your customers a satisfaction survey after they finish their conversation with a rep, which can be automatically sent from a CRM-like chat system such as Gorgias. This shows your appreciation for their feedback and gives you valuable insights to improve your service.
While your team might be a bit nervous about working with chat at first, it’ll quickly turn them into fans. The easy-to-use interface and fun nature of the platform makes it a natural extension of their day-to-day work, and the fact that they can answer multiple requests simultaneously makes them even more efficient.