• Are You Using Live Chat? You Should Be!


If you aren’t using Live Chat – You should be!

Do you want to provide the best possible customer service? Of course you do!

In order to do so, it’s important to connect with customers online. Tools like live chat help you reach out to those who are already browsing your website. Provide attention, care, and answer their questions on the spot, boosting your customers’ experience on your site, and with your business.

Not convinced? Maybe these points will change your mind:

Live chat improves overall customer service

According to an American Express Survey, 78% of customers have bailed on a transaction or not made an intended purchase because of a poor service experience. Providing immediate access to support gives customers a much more positive experience when browsing a website. It can be used as a guide for customers to find the information they are seeking quickly and can address issues on the spot.

If a customer has a positive experience, they are more likely to purchase, there’s an increased chance that they will tell others about the company, and they’re more like to return to the website again.

It’s convenient for customers

Convenience is key. Customers want it to be easy to find what they are looking for with minimal effort. The option of live chat allows the customer to receive answers to their questions immediately, making the experience short, sweet, and painless. This also allows clients to avoid the dreadful process of being put on hold when attempting to reach customer service via telephone and keeps your company from becoming a bad memory. It’s really a win-win for both the customer and your business.

It increases sales

According to the White House Office of Consumer Affairs, loyal customers are worth up to 10 times as much as their first purchase. Avoid confusion during checkout by offering the option of live chat for a customer to receive a quick response. Receiving immediate answers to customer questions eliminates bounces from your website and stops customers from leaving your site with a full cart of items. Solving problems while that cart’s still full can lead to increased sales.

It’s comforting, and personalized

Avoid robotic answers and have sales reps talk in a friendly tone. Customers are comforted by personalized nature of live chat features, thanks to the fact that there’s a real person to talk to. It’s also a good idea to add a picture of the sales rep to the live chat box to add another human touch. These small details will make the customer feel more comfortable trusting your business and the answers they get, making them feel more confident in their purchasing decisions.

It provides valuable feedback

Using live chat means you can easily measure the effectiveness of customer service. If the conversations are documented, they can be looked over to analyze which areas can be improved upon and which tactics are working in conversations with customers. This allows you to make data-driven decisions in how you operate your business and learn from your mistakes to continue improving your customers’ experience. 

It gives you leverage over competitors

Very few companies take advantage of all the customer service tools available to them. In fact, just 8% of companies surveyed in an Integrated Customer Experience Report said they currently provide a “very integrated” customer experience. Live chat provides companies the opportunity to be competitive and tap into an area that other companies often overlook.

So what are you waiting for?

Give your customers the best possible experience with your business – all while benefiting from increased sales and boosted customer confidence. Add live chat to your website! You won’t regret it. 

ThriveHive combines easy-to-use tools and expert guidance to help businesses stand out and get found online. Learn more about our guided marketing and advertising solutions here.

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