Why chat option is mandatory in websites today
A week ago I wanted to buy a cake online and have it delivered at my friend’s house. I had a few doubts with the quantity of the cake and the time of delivery, etc. However, none of the websites had a live chat option by means of which I could clear my doubts. So I chose to call up the contact number provided on their website, but I got a dead call when I called one of the branches. I then dialed their customer service desk and had to go through a maze of questions to finally reach a customer service executive. I couldn’t help but wonder how all this hassle could have been avoided had the cake shop had a live chat option instead. My experience only serves to highlight the importance of live chat. Live chat plays a huge role in your website. It enhances user experience and provides your customers immediate access to help. It is way better than dialing a call center number which can sometimes be an irritating process. With live chat, the wait time is far less and your customers get an immediate response. Here’s an infographic showing why your customers prefer to chat:
Live Chat Option Benefits of online chat Online chat is a great way to connect with your customer, just falling short of a face-to-face talk. It gives your customers the feel of a personalized service, without requiring too much financial investment. Below are a few benefits that you can derive with live chat:
Convenient for Customers: Live chat can help customers who have questions about a particular product. It can guide customers through the purchasing process, which instills confidence in the product/services for a first time customer, thus increasing the Rate of Return on the site as well! According to a study by Forrester Research:“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.” Reduces Cost: Live chat is cheaper than establishing a call center or email support. It provides faster response times, service providers spend less time per interaction which further reduces the need for hiring them. An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat. Boosts Sales: The choices that are being offered today will make the customer shift to another competitor without thinking twice. It is likely that if live chat is provided, they won’t hesitate to use it. According to a survey“77% of
people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase�. With so much going in its favour, live chat is a must-have for all websites. It is a great way to have an interactive relationship with your customers without incurring sky-high costs.