5 Reasons You Need a Live Chat on Your Website, and how to get it!
Do you remember when?
Do you remember the very first e-commerce site you ever visited? More than likely, it was a heap of static pages that were difficult to navigate and had no real sense of personality.
The experience was almost exactly like reading a textbook – boring, uninviting and somewhere you’d probably never visit again.
Today’s e-commerce websites are very different. They have live chat on site, user-friendly navigation and attractive visuals that keep customers coming back again and again. That’s because businesses today know that to stand out from the sea of competitors they need a live chat on site as well as other engaging features. In this post, we’ll cover 5 reasons why you need a live chat on your website, as well as how to get one set up for your business today!
1. It helps convert more visitors to customers.
It’s been proven that the number-one reason why online shoppers abandon their carts is due to a lack of information. In other words, visitors want to know more about the products they’re interested in purchasing – they want customer service.
With a live chat on site, you can provide instant answers to questions and quell any concerns your customers might have. Simply put, live chat helps convert more visitors to customers by answering their questions at the exact moment they want or need to be answered.
It’s true – live chat on site is the closest thing to in-person customer service that the internet has to offer.
2. It increases customer satisfaction and retention.
High customer satisfaction is one of the best ways to keep customers coming back. After all, it’s not enough to just get new customers – you have to keep the ones you have as well!
If customers are happy, they’re far more likely to make repeat purchases, recommend your site to others and even spend more money than if they’re dissatisfied. A live chat on site gives customers an easy way to communicate with your business.
This reduces the need for complex and time-consuming contact forms that might make customers give up before finishing the process. Beyond that, a live chat on site also lets you hear your customers’ emotions.
This can help you identify and address any issues customers might have before they ever become problems.
3. It reduces the need for customer support by answering questions before they’re asked.
Have you ever spoken to someone on the phone or in person and suddenly realized you had a question you should have asked earlier? A live chat on site helps eliminate this problem. Because you can see (and type) your customers’ questions in real time, you can respond before they have a chance to even ask a question.
Doing so helps you reduce the need for customer support by answering questions before they’re asked – thus giving you more time for other tasks, like improving your product lines.
Plus, it makes your customers feel valued, as if they’re receiving one-on-one service even though you might be assisting several customers at once!
4. It drives user engagement and ad impressions.
Live chat on site allows you to engage with customers in real time, which in turn drives user engagement!
This can be done in many different ways, from having customers compete with one another in fun challenges to hosting polls that let you better understand your audience.
Another way to drive engagement is to set up paid advertisements on your live chat.
Companies like Smartsheet and IWOW media allow you to place ads in a corner of your live chat and receive ad impressions in return.
5. It provides qualitative data you can use to further improve your site.
When customers use your live chat on site, you can see exactly what they’re doing and what they’re typing. This allows you to collect qualitative data that you can use to further improve your site.
For example, let’s say you notice that many of your customers are attempting to click a certain button but are clicking too far to the left and missing it.
You can use the data you’re collecting from the live chat to adjust the button’s location to make it easier to find. Or, maybe many of your customers are attempting to use a certain feature but are having trouble understanding how to do so.
You can use the data you collect to add clearer instructions to your site.
Conclusion
With these 5 reasons why you need a live chat on your website, you can see how beneficial it can be for your business.
A live chat can help you increase sales and reduce costs related to customer support.
With a live chat, you can also collect data that can be used to further improve your website.
In conclusion, a live chat on site is a must-have for any e-commerce site.
If you haven’t already done so, it’s time to invest in one for your business!