How Live Chat Could be Beneficial For Your Business
Live chat has been around for a long time. Are you taking advantage of it? If not, it might be because you’re unaware of the many benefits it can provide for your sales and customer service efforts. Below, we’ll dive into some of the main reasons why live chat can benefit businesses, and how your company can easily take advantage of what it has to offer.
Convenience in real-time
First and foremost, live chat provides the convenience of a real-time customer service assistant. We’ve all been there: we’re trying to buy something online, but we can’t without having a question answered, or something clarified. We want it done as soon as possible, and we don’t have time to sit on the phone waiting for someone to pick up. That’s where live chat gets the upper hand. Having the ability to speak with someone quickly and easily through a company website provides customers and prospects the convenience they’re looking for. Live chat gives you the information you need when you need it—there’s simply no comparison.
Gives your customers and prospects options
Who ever said having a lot of options was a bad thing? Certainly not your prospects or customers. People love options, especially when it comes to customer service. The last thing you ever want is to provide one way for people to get ahold of your business. By providing more options, you’re giving your prospects insight into how responsive you’d be if they decide to purchase from your company. If you provide a lot of communication options, and you’re extremely responsive, you’re going to get the upper hand over competitors. However, if you only have your phone number listed on your website, and calls aren’t sent directly to a customer service representative, you’re likely missing a major opportunity to gain new customers.
There’s no secret: competition among pretty much every industry and niche out there is growing more and more competitive. Not to mention the changes in technology are constantly pushing businesses to adapt and change their marketing and customer service efforts. What makes a business stand out is what it does that others simply do not. This can be in the form of the product (better product, more features, etc.), services (local employees, better support documentation, etc.), or other things like price. It can also be technology, like a live chat feature on a company’s website. Having a technologically-inclined functionality like live chat on your website can help your business stand out and provide faster customer service than the rest of the competition.
Going beyond the facts that live chat is a great tool for customer service and differentiating your company in a cluttered marketplace, it’s also simply a quick and easy way to start and build lasting prospect relationships. If you’re actively keeping track of your business’s live chat and monitoring it to ensure questions and concerns are being promptly responded to, there’s a strong chance your customer service could play a role in that person’s purchasing decision. All it takes is a helpful customer service person at the other end of the live chat to begin a lasting relationship with a future customer.