Top Reasons Why Live Chat Can Help Grow Your Business
Every successful business owner out there knows and appreciates the value of providing excellent customer service.
If you consistently give a positive and memorable experience to your customers, they will become your most vocal supporters and help you build your customer base.
Helps you offer exceptional customer service
To offer exceptional customer service, you must focus on these three things:
Live chat is the most convenient form of communication for people who are talking to businesses.
Live chat is incredibly flexible
You don’t need to hire an entire team
You really just need a way for folks to text you
It doesn’t even need to be real-time
99% of all text messages are opened
95% are opened within 15 minutes of delivery
Business gets done faster in the text message inbox
A positive digital experience is one of the most crucial factors in determining whether or not you’ll gain a customer or client for life. If you continue to provide an exceptional digital experience, you won’t give them an opportunity to seek better elsewhere.
One of the best ways to offer an exceptional digital experience is to offer live chat on your website (or some other form of real-time text-based communication).
No one likes to call a support line. We prefer getting sh*t done over text. 😎
For lead generation purposes, people have questions they need answered before they’re ever going to hire you or buy from you. Having live chat available will help you answer those questions and win their business faster.
You can get these questions answered quickly and effectively with live chat.
What Is Live Chat Software?
Live chat software is simply real-time text-based communication.
It’s a marketing + lead generation channel that far too many companies ignore.
It’s also a great way to enhance your customer service.
In the 2020s, installing live chat software is a matter of embedding 1 line of code on your website. That’s it. Incredibly easy.
And, if you already have quality website traffic, you can expect to generate leads (almost) immediately. 🙂
One of the biggest *hidden benefits* of live chat is the immediate boost in perceived credibility. Especially to a first time website visitor. A company that’s capable of offering live chat on their website is perceived as more credible… and we’ve all heard the quote about how ‘perception is reality’. Live chat is one of the simplest ways to immediately boost your digital credibility.
A website without some type of live chat is overwhelmingly deemed *less credible* than those with live chat. This is because people see live chat as more accessible.
And companies who make themselves more accessible often have no troubles with lead generation.
Reasons Why Live Chat Is Crucial For Any Business Who Needs Leads
Customers appreciate the simplicity of live chat too.
Everyone younger than 40 hates calling and talking on the phone (compared to older generations).
And waiting 24–48 hours for email replies is agonizing.
Consumers are more likely to have a positive experience with a business if they get support quickly and easily.
This convenience helps to establish strong relationships with your customers. Thus, helping you win their business for life.
By responding to customers’ questions and concerns directly from your website, you earn more of their trust because they know someone is always available to help. 🙂
For ecommerce websites, live chat can be like a personal shopping assistant. Of course, this would require a live person on the other end to provide the most exceptional customer service. But still, it’s a powerful channel… still mostly untapped.
As a result, live chat is cost-effective because it typically boosts the average value of consumer orders by providing helpful advice and insights on what to shop for, as well as answers to any product questions they may have.
Confidence in the product or service increases the likelihood that it will meet the customer’s expectations, reducing the possibility that the customer will have to return the product or service because it doesn’t fit, doesn’t meet their expectations, or for any other reason.
A live chat service on your website doesn’t have to cost a fortune, especially when you consider that clients are more likely to convert and spend more money when they realize it’s an option.
For small to medium-sized enterprises, there are a wide variety of cheap services that cater to your workforce and the volume of client interactions you deal with regularly.
Nurturely+ has the only live chat software that also helps your website rank higher by building a portfolio of credible business listing citations. Contact us for access.
Differentiate Yourself From The Competition
In today’s competitive marketplace, it is more crucial than ever to stand out and separate your firm from the competition.
Live chat helps you do that.
To assist your business in better focusing on your customers’ requirements and the experience they’re having with your company, a live chat program can be a great asset.
Customers can be charmed by providing as much value to their experience with your company and its offers as possible through live chat.
MarketingPower says that the website visitors who initiate a chat/text conversation with your are 3x more likely to buy from you (or hire you).
With the power of live chat as a tool, you have more than enough reason to start stealing clients from your rivals’ customers through better service. 😊
Consumers in the United States report they’ve used live chat with an online retailer at least once in 2021.
There are still a lot of businesses out there that haven’t adopted a live chat program, which means that you have a chance to keep your business at the top of your industry.
No company or industry is exempt from this either.
Every single one would benefit with live chat.
Build Stronger Bonds With Current Clients
Your company’s long-term success hinges on its ability to retain customers. Depending on your industry and the competitive situation in that market, returning consumers may spend more, recommend your business to their friends and family, and remain a paying customer for decades.
As a result, using a live chat platform can help build long-term relationships with customers because it indicates that your firm is genuinely interested in what they have to say.
To flourish in the future, you need to put the client in command of your firm.
Customers have more power than ever before in the digital age, so it’s critical to include them in the decision-making process by using tools like live chat to get their feedback in real-time and meet their demands.
Customers are more likely to experience a sense of loyalty to your firm if they have the opportunity to speak with a real person.
You Get Valuable Transcripts Directly From Your Clients and Prospective Clients
Data gathered from your website, and other digital channels must be analyzed to understand what isn’t working for your company.
Live chat software gives you an endless amount of chat transcripts, which can be used to determine client pain spots, how quickly service is supplied regularly, where your staff excels and where they might need further training, and what customers think of your organization.
Keeping track of metrics like the speed at which issues are resolved, and service is provided via live chat can help your firm better understand the benefits of the technology and how it can be improved over time.
Your team can create prewritten answers to commonly asked questions and send clients to pages on the website that contains the needed information by studying what questions, concerns, or issues your customers frequently bring up.
Your customer service team will appreciate the time they’ll save, and your organization will be able to respond to their needs for care and information more rapidly.
Live Chat Is Preferred By 79% Of People
Customers that interact with your business via live chat are more likely to convert and spend more money with you because of the positive experience they have.
According to Econsultancy, live chat is the preferred way of contact for 79% of people who use it, and 46% think that it is the most efficient. To be successful and impact your company’s bottom line, you need this type of customer support’s quickness and efficacy.
Customers who use live chat tend to spend more than those who don’t because they have their issues addressed faster and feel more secure in the solutions they receive. As a result of using a live chat platform on its website, Virgin Airlines can increase the number of clients who purchase additional services by 3.5 times. For those people, they found that the average order value (AOV) was 15% more than it was for their non-purchasers.
This was originally published here on the Nurturely blog
Nurturely+ is a marketing automation platform designed for local businesses who need more control over their marketing
Nurturely+ is equipped to skyrocket your business’s growth.
Check out our full list of features:
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- Calendar software*
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If you’re a business owner who’s interested in marketing and doesn’t know where to start, please feel free to DM me on Twitter. Always happy to answer marketing questions.
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Analyze your company website to see how many more leads your website would generate with our Nurturely+ live chat software installed on it. Results in under 7 minutes. (Usually)