If you’re unsure what live chat is or how it works, you’ve probably encountered it on other websites. It introduces itself via a little window that pops up in one of the lower corners with an intro of something like, “How may I help you today?” Live chat helps your business to generate and proactively engage with potential, current, and loyal customers through your website. Below are six aspects of successful marketing that are supported by live chat.
One of the great things about live chat is that it’s like a polite invitation to dance. Even if you’re not ready to fox trot or tango, the invitation window lingers around in the corner waiting for the moment you realize that dancing is better than hanging out alone. On your website, it means being at the ready when your customers realize they want to learn more.
63% of online consumers said they were more likely to return to a website that offers live chat. Whether customers engaged in live chat previously or are just aware that it’s an option, they feel confident coming back to you. If you’re looking to grow your website traffic, live chat may aid in your efforts.
An additional benefit of using live chat is that it allows you to capture sales leads outside of normal business hours. No matter your opening hours, customers can get in touch and feel taken care of when they have questions—even on nights and weekends.
Consumers research businesses at their convenience. Your business hours are probably their business hours, too. With live chat, you can engage a customer right then and there. Live chat is on, helping to market your business even when you’re not.
Happy customers stick around, which leads to more business opportunities for you and a chance to improve customer satisfaction. 44% of online consumers say that having a question answered by a live person while making an online purchase is one of the most important features a website can offer.
Answering customer questions online, so they don’t have to pick up the phone and engage in another step, creates less friction for the customer experience. Even if you’re not an e-commerce site where customers are making purchases online, live chat is a great strategy to open the lines of communication when it’s convenient for the customer.
Some live chat services also offer a call option. Once a customer has engaged with your business and provided details about what products or services they are interested in, you can immediately connect the customer to your phone line to take the discussion further.
Outside of business hours? Not to worry! Live chat can simply collect contact information from the potential customer for a follow-up call as soon as you’re open from a knowledgeable expert at your business.
Being available throughout the day and week is a great way to gain loyal customers who trust you and feel that they can rely on you. Live chat is not just for generating leads online, it can be used for engaging and building your relationship with existing customers as well.
By building relationships throughout the buying cycle, offering a convenient way to have questions answered, and capturing sales leads outside of standard business hours, you’ll be a step ahead of your competitors with live chat.