The post If You’re Not Using A Live Chat Service, Here’s 5 Reasons To Convince You To Start appeared first on Velaro.
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Let’s talk live chat service.
For the vast majority of potential customers and prospective clients, traditional website conversion and support systems can tend to create some level of disconnect, leading to frustration, higher bounce rate, and ultimately, missed opportunity.
However, what if it was possible to streamline this process, answer all your visitors’ questions and increase online conversion rates, all the while making your sales team more effective? If this sounds too good to be true, keep reading. Enter live chat.
The Proof Is In The Pudding
When everything is boiled down, the goal of any company conducting business online is simple: provide solutions to customer needs, increase online sales activity and maximize revenue without raising costs. Forward thinking companies are turning to live chat services to meet all of these needs in one swipe.
The results speak for themselves.
A recent study conducted by Forrester Research titled “Making Proactive Chat Work” provides us with key insights into the reaction to live chat services implemented by websites across a wide variety of verticals.
The report states “44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
Forrester Research goes on to state, “62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself.”
And perhaps the most important of all:
“In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.”
So what’s the reason your website needs a live chat service? Here are five of them:
1.Capture More Web Leads
Not everyone likes picking up the phone or giving out their email address. But that doesn’t mean those visitors should go unserved. Live chat creates another alternative lead capture avenue.
Likewise, more often than not when a visitor is confused or has a question, rather than picking up the phone or sending in a support ticket, they will simply continue searching elsewhere. Live chat provides a proactive method of guiding visitors along the sales process, answering any questions they may have in real time.
2. Scale Your Online Sales Productivity
What’s the number one way to scale business operations without putting a burden on your bottom line? Streamlining processes.
Live chat reporting capabilities allow for better decision making based on insights from both agent productivity and non-agent user trends and statistics, creating the opportunity to increase sales effectiveness while simultaneously increasing user experience.
3. Gain Key Insights Into Customer Satisfaction
When it comes to customer interaction, very few mediums provide the level of insight you can gain from using a live chat service. Whether you are communicating primarily via email or 140 character tweets, things like customer tone, intent and overall emotional temperature can become cloudy.
The key ingredient a live chat service provides to this mix is the aspect of conversation. Rather than corresponding in a proactive or reactive manner, live chat interaction allows users to better gauge customer needs and pain points and respond accordingly in real time.
Through live chat interaction, companies can uncover potential problems as they arise, and create solutions before things get out of hand, all the while building trust and satisfaction with respective visitors.
4. Automate Web Workflow
Whether your sales or support department contains one employee or hundreds, workflow automation is a key element to a successful operation.
By implementing a live chat service, inbound inquiries can be automatically served to the right place based on priority and designation, eliminating the need for any unnecessary steps or roadblocks along the way.
5. Increase Website ROI
At the end of the day, happy customers, sales process efficiency and increased lead capture equals one thing: a positive effect on your bottom line. Isn’t that what we’re all after anyway?
If by now you still aren’t convinced if a live chat service is right for your business, try ours out for free here. You will like the results.
The post If You’re Not Using A Live Chat Service, Here’s 5 Reasons To Convince You To Start appeared first on Velaro.
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Proactive chat is not a new idea. Consider the following: when you go to a restaurant, do you prefer the waitress who comes around and fills your cup of coffee before it is empty or the waitress you have to hunt down long after the coffee residue at the bottom of the cup has turned ice cold? Unless you are one of the (non-scientifically researched) .03% of people who enjoy cold coffee residue, you probably prefer the first waitress. Proactive service is not a new solution; it’s a tried-and-true practice that has simply found its way to the digital arena in the form of proactive chat.
