If you do not offer a live chat for support, or you think that a live chat support availability button has done the work for you, then you are wrong and losing the potential you could harness from it by converting those live chats into measurable sales. There are many kinds of live chat software available and as a business owner you must harness its complete potential. It will not only help improve sales but also improve customer service for your company.
Here are four ways in which live chat software helps to grow profits and improve customer experience:
It Offers Immediate Solutions
Live chat gives customers the ease and comfort to seek guidance and help right from their home or office. It offers an instantaneous solution rather than emailing and waiting for a response and later be pitched continually for products. Many people do not even like sharing their personal information and may avoid filling out a ticket, which usually requires such information. The on demand nature of the web will allow you to respond to issues directly and save the time spent fielding email responses.
It Provides Convenience to Customers
For potential customers, getting help from a live chat is a confidence booster. According to research, 44% of customers feel that the most important feature a website can offer is live help in the middle of an online purchase. Good software includes visuals and sounds, which allow customers the convenience to move about while waiting for a response. There is also the visitor footprint feature in live chat software that allows customers to avoid having to repeat themselves and the steps they took which led them to live chat. It allows sales rep to see the pages they visited, the time they spent on the page and whether they are a repeat customer or not. This saves time and frustration.
It Opens Doors for Upsell Opportunities
Most live chat sessions end after solving a customer’s inquiry, however therein lies the profit booster, which many companies miss. At this point, you can train your customer service reps to let customers know of a sale, promotional offer or other prospect that they may be interested to purchase. The customer is saved of the effort to find out about it themselves and, if lucrative enough, just might opt for it. To gain the most from live chat support, look for software that is compatible with tablets and mobile devices to provide on the go service.
It Will Give Your Business an Edge
The last, and most important reason to consider live chat functionality, is that it will set you apart from the competition. Live chat could be the differentiating factor while other things like product and pricing may be similar to that of a competitor. Before implementing any software, make sure you assess its viability with your existing systems and test drive the solution you choose. Most programs offer a free trial version or a lite version. Incorporating the software, which works best for you, will help you in boosting your sales as well as stepping up your customer service.