Live Chat is the growing software solution your company can have as a customer communication tool on your website. In this sense there are a lot of different Live Chat software companies on the market you can choose from. All of them, however, can help for almost the same thing, but in different ways. This thing is the opportunity for website visitors to connect with your company.
This will allow them to find the needed information about your products like prices, features, support and more. You as a company can use live chat software for many different reasons, such as customer support, customer engagement and sales.
In this article, I will point out the difference between chat software and will tell you how you can use Live chat for support and online business.
What is live chat: how it works
Getting a Live Chat software on your website can be a very important and time-consuming decision you can make. It usually takes a lot of research and comparison to find the best Live Chat system or alternative that suits your needs. This is usually combined with what your business is dealing with and how you plan to deliver support to your customers. I will give you now an example of chat solutions, so you get a better idea of what it’s all about.
Regarding Chats, we can divide them into two main categories: Chatbots and Live Chat software.
Chatbots are for example automated software that gives your website visitors automatic answers on what they are asking when they try to get in touch with you online. This provides your visitors with automatized answers and articles, so it helps them resolve their issues.
On the other hand, Live chat software is a software people use to get in touch with your company representative through your website. This is actually a live person like you or someone else from your company, responding to their requests.
That’s why it is important to know what different features Live chat alternatives offer and how you can use them in your business for best customer support. By features I mean what are the service functions and values your customers can get in order to contact you and receive what they need.
This could make a great impact on how they perceive your business and what kind of service they get from you. This, on the other hand, can significantly impact your presence on the market and increase your sales.
This shows us that live chat software can be beneficial both for sales and support.
OK, let’s jump into it and see what a Live chat software is, how it can help you and how you can use it on your website!
What is live chat for support?
Live chat is a piece of software you can have on your website and visitors can contact your company in real-time. In other words live chat is an application software, that allows website visitors to communicate with businesses via the chat window on the company websites. Typically on the business side there are support agents that are used to provide immediate support and answer web visitors questions.
Customers nowadays would rarely have just a single touchpoint with companies. This means that they will have interactions with companies before, during and most probably after the purchase. When they have the opportunity to use live chat, it will be much easier for them to communicate with you or your chat agents. Otherwise, customers could get stuck, while using email.
The Live Chat system or window will also give a deep personal experience with your customers, who may have more or different questions. With a live chat window on your website, you are allowing customers to get a prompt reply to their queries.
Thanks to our live chat solution not only can you provide a live conversation with customers, but you don’t need chat agents because the communication happens via a phone call directly on your existing phone lines. We found that companies’ teams, who use Live Chat Alternative on their website use less time on Q&A chat sessions.
Thеy instead use more time on creating personal interactions and long term relationships with customers. This is something that customers really appreciate and it gives great results regarding conversions.
Top benefits of live chat support
There are actually many benefits of using Live Chat, but we will point out some of the most important for you to have a better understanding of why Live chat support is a great idea.
1. Customers are impatient and expect immediate answers to messages
The on-demand response on the internet has made people expect an immediate answer to their questions and if they don’t get them, there is a high chance they will not use your website. What is even worse is that they can give you negative feedback, return a product/service or get frustrated. If you go with traditional live chat where online visitors use instant messages then you will have to prepare a dedicated chat agent to respond immediately.
That’s why we have come to the solution with Live Chat Alternative, where customers just press a button and get connected directly with you or your existing staff members through a phone call. If it happens that there is nobody on the line at that moment, they just leave you a message and you reply as soon as you can. That way they know that their message is received and are not getting frustrated waiting for an immediate response.
2. Customers can get support right on the spot
It happens very often that your products or services are more complex for the customers to understand, so they have respectively more questions regarding their experience. In this case, the Live Chat Alternative resolved the problem with an immediate answer from your agents. With this type of service, you can focus on the points, where the support is most useful.
3. Customers are more willing to buy
Live Chat Alternative isn’t just convenient, but our research shows that customers are 75% more likely to make a purchase. They can also spend more on your company, than on your competitors, just because you have a live chat tool on your website.
This trust and the personal relationship could only increase if you use live chat tools as a part of your overall customer experience.
What is live chat for sales?
There are more and more websites on the internet today and it is getting more challenging to keep pace with the competition and even get ahead. In these regards, there is always a place where you can win if you make some efforts.
One of these ways to make customers happy and come back to your website is to have excellent customer service and strong online presence.
This type of presence should not only help to answer customers’ queries, but also make them open to you. A great way to do this is to have a Live Chat System in your business.
Along with support, a live chat tool can also be very well used for sales. As mentioned above more than 70% of customers would be willing to buy more if they have the live chat option to connect with your company.
Live chat on your website can help in several ways
You can see where people are contacting your website from, because the admin panel shows you where they are located.
Along with this, you can see how long they have talked to your company. The greatest part of website live chat monitoring is that it is automated and you don’t need to do anything.
This means that you can just open your dashboard and you have a track record of all your phone calls, messages and location.
You can use the Live Chat Alternative very well for sales, which helps you get customers involved in it.
Whenever you get a phone call from a customer asking a question, you can suggest different products or services. This will give you a chance to be personal with the customer and find the best solution for them. When compared with automated chatbots the personalized buying experience will always be something your customers prefer.
Some challenges and benefits of live chat for your business
With traditional Live Chat, you can lose if you are not on the spot
If people cannot easily get connected with your website, chances are they might use some extra efforts to get to the competitor.
In other words, If someone, for example, comes to your website to ask a question and does not get an answer, they basically end up on your competitor’s site. Live Chat allows you to be present on different customer service channels.
You also have to remember that if you have happy employees, that’s also a way of keeping your customers happy.
Live Chats helps you reduce costs
The main goal of every company providing quality service is to make a profit. Respectively one of the best ways to ensure that is by minimizing costs. Integrating Live Chat Alternative in your online business doesn’t require additional resources and lowers the cost you pay to acquire new customers. This happens by increasing your website conversion rates with no changes in your operations.
Live Chat Alternative allows you to improve customer satisfaction
You must be aware that if you do not have happy customers, you do not have an existing business. And in order to have a successful business, you should always try to keep your customers happy. That’s simply a rule that almost always works and they are actually the most significant marketing motive.
It doesn’t matter what your business does, you cannot go far if no one else is talking about you.
But, then we need to answer how you can build happy customers?
It is actually simple, but hard to achieve.
You need to improve customer satisfaction with your products or services. And a major step in this improvement is making their overall buying experience more pleasant. This will reflect positively on your products and services as well.
Live Chat tools help improve customer experience
I guess you have experienced being on a website and for some reason you cannot find what you were looking for! It was probably right there, but you were not able to see it.
In these regards, I am sure some of your customers could experience that. It’s the same as going to a grocery store, and you could not see the bread you were looking for. In the next moment when the attendant helps you, you cannot figure out how you missed it. I guess you get the point and this is where the Live Chat Alternative comes in.
In this situation, some people will give up after a few seconds or a minute if they have to stay longer on your website without assistance.
Sometimes when people read your product descriptions, they get the wrong information or understanding.
That’s the reason why sometimes you will see customers giving bad reviews on a lot of companies’ products and services. The big issue here is that
There would be prospective customers, who have already seen the review and have changed their mind about purchasing anything from your company. If you have a live chat tool on the website it can be really great in helping you avoid such a situation.
Customers prefer speaking with a representative before spending money. According to a research by Forrester Research, around 45% of customers said that having a conversation with someone on the chat before purchasing was influential to their decision.
Conclusion
The opportunities on the internet are limitless today. This without a doubt means that there is a very large competitive environment of international companies. In other words, business is now global and if you do not focus on great customer experience, it is likely that you would not be very successful.
Customers are quite impatient and in response to that you have to offer them a fast response and great service, so that they stay with your company.
This, however, does not mean that you cannot find really good ways of serving them. One of these ways is the Live Chat you can have on your website. Live chats revolutionize businesses and help them find more customers. In this way, you can interact with more customers and find solutions to their problems faster.
And all this, because it is just an easy and convenient way for them to connect with you. This allows you as well as your website visitors to be connected from everywhere in the world, as long as they have a mobile device or computer.
We from Live Chat Alternative have come to the point that we add a personal touch to every interaction with customers making it the best way of building a great relationship with them. This is actually part of the loyalty, which means that when customers know you and have a great way of communicating with you, they will buy more.
It is not only this, they will recommend your company to others and will give you a positive review, which is extremely important for how other potential customers perceive your company.
Other traditional live chat solutions offer a limited free trial. On the other hand with Live Chat Alternative you always start with a free unlimited time subscription and you upgrade your subscription when you get more customers on the line. This will help you provide a great service at a very reasonable price.
I hope you got valuable information on how you can use Live Chat for your Online Business.
We thank you for your time reading this article and wish you great success in achieving your online goals!
