Why You Should Add Live Chat to Your Website

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Did you know that 41% of online visitors expect live chat on your website? This means that if you have live chat on your website and your competitors don’t, you can have a distinct competitive advantage.

This article outlines four reasons to add live chat to your website. If you need help choosing the right software and implementing a solution, contact our web design company in England.

What Exactly Is Live Chat?

Chances are, you’ve encountered live chat on at least one website you’ve visited recently. 

Typically, live chat appears as a text box on the corner of your screen, and it invites you to begin interacting with a customer service agent in real-time, either in-person or through automated technology.

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4 Reasons Why You Should Add Live Chat to Your Website

As mentioned, your website visitors expect to be able to interact with you via your website. By adding this functionality, you can reap the following four benefits:

1. Increased Conversions and Sales

This benefit makes sense when you think about it. After all, one of the key reasons someone will initiate a chat with you on your website is because they have a question about something.

More often than not, it’s about a buying decision, and the visitor is thinking about making a purchase. All they need is a nudge in the right direction or someone to answer a question.

Therefore, it should come as no surprise that websites that implemented live chat saw conversion rates go up by 3.84% with a corresponding 6% revenue boost.

2. Offer Real-Time Convenience

Businesses with an online presence should always be seeking ways to offer an improved customer experience (CX). And this can be offered via online chat. Think of your website like a brick-and-mortar business. If someone walks into your store or office, you would greet them and ask them if they have any questions.

website tends to lack this real-time interaction, but that can be easily remedied with live chat. You can walk people through their purchase decisions, help them compare products, or guide them to a section of your website that they were having trouble finding. This is the next best thing to mimicking an in-person retail experience.

3. Boost Customer Service Productivity

If you tend to get a high volume of customer service enquiries, online chatting is a great way for your customer service team to take on more conversations without keeping people on hold over the phone.

The reason is that your customer service personnel can engage in multiple chat sessions at once. By contrast, for your customer service rep to handle multiple phone conversations, they would have to put each caller on hold, which can be frustrating and time-consuming.

You can also save money and increase cost efficiency because you can leverage a smaller customer service team to handle multiple chats at once, instead of having to ensure you have enough staff to handle heavy call volume. 

4. Promote Long-Term Customer Relationships

When visitors know that they can reach for 24/7 support, they’re more likely to keep coming back and buying from you. Of course, you already know the statistic that it’s five times more costly to acquire a new customer than it is to retain an existing one.

By demonstrating that you are available for your customers and eager to help, you can end up with a long list of loyal customers.

Get Help With Live Chat From Calman Design

Live chat can be instrumental in making your website accessible for members of the disabled community, too, especially for Deaf people like myself. To learn more about how to have the right website for your business needs, please feel free to get in touch.


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