Do you know how much higher your conversion rate would be if you had an agent providing an immediate response to customers’ questions when they landed on your website? Live chat makes it easy to turn potential customers into loyal customers. In a world of instant communication, serving your customers in real time could be the difference between gaining and losing potential clients. 

According to a study done by Forrester, 53% of customers are likely to abandon their online purchases if they can’t find quick answers to their questions. This means responding immediately to your customers could keep more than half of them from leaving unsatisfied. Forrester also surveyed that 73% say that valuing their time is the most important thing companies can do to provide them with good customer service.

No one wants to sit on hold for 30 minutes only to get transferred 3 times or search your website to still not have any answers to their questions. This fast, effective way to draw in potential clients also serves your current clients by being able to answer any questions they may have! 

Let’s dig a little deeper.

What is a live chat?

Live chat (live support) is technology that provides companies with a way to interact with users when they visit an organization’s media properties.

Live chat is used by sales, marketing, and customer support staff to answer questions from customers and prospects.

Notice our live chat support agent in the bottom right go ahead and send our live chat support agent a message! 

Take the following scenario into consideration. 

Your roof is up in age, and you have a considerable leak that needs to be addressed immediately. With a packed work and family schedule, the situation can’t wait until tomorrow to call.

A live chat conversation could look like this:

Live chat assistant, Sara : Hello, this is Enterprise Roofing, how can I assist you today? 

Homeowner: I have a leak that needs to be fixed as soon as possible.

Live chat assistant, Sara: Ok. We have appointment availability tomorrow at 10 am at 1 pm and 3 pm. Which time would fit into your schedule?

Homeowner: I’ll be home in the morning, can we set up an appointment for 10 am? 

Live chat assistant, Sara: Absolutely! I’ll gather information for your request and have someone contact you before your appointment. 

This was a hassle-free experience for both the customer and the company. The client can rest assured that their appointment is set, and the company now has a potential sale lined up, all in a matter of seconds without the need of a phone call. 

1. Increasing Sales. 

Unless you can answer customer inquiries 24/7, the need for a livechat software is necessary. Live chat gives the impression that you’re always open for business with someone available to help a customer. 

According to a research study, customers who are able to instantly message a business are more likely to choose them for services. When it comes to responding to leads, time is of the essence! A recent study conducted by Forbes has shown that almost 30% of leads never get contacted 

It can be assumed that companies in this situation have not come up with an efficient way to handle their lead flow. 

Live chat will make your life easier by creating an organized system to contact customers.

In fact, live chat has been so well received that it is now the most preferred customer communication channel, according to a study by [24]7.  

2. Boosting customer loyalty and service

Customer relationships are crucial for revenue in any business.

Customers are attracted to businesses that they feel they will get exceptional customer service from, the live chat feature offers this to the customer from the comfort of their keyboard. The live chat button itself gives confidence to 90% of customers that they’ll get help when they need it.

According to eDigital’s customer service benchmark, live chat has the highest satisfaction levels for any customer service channel, with 73%, compared to 61% for email and 44% for phone.

3. Accommodating quickly

Small businesses are competing in a saturated marketplace. How are you going to set yourself apart from others? 

Most customers are constantly on the go, so waiting on hold isn’t an option for them, this software can be cut down to a fraction of the time spent waiting for phone support. 

On average, live chat operators respond within 23 seconds and 46 seconds to solve a customer’s problem. This increases sales and efficiency for handling customers simultaneously and also lessens the need for hiring more representatives.

4.Giving you an edge over competitors. 

Live chat is a hot topic of interest in the news today there is still a huge number of online businesses that are still not utilizing a live customer chat software. Staying ahead of the game is so vital in the online world because it is constantly changing, we expect this software to be implemented by more businesses in the years ahead because of its cost-effectiveness. 

Live chat’s market worldwide is predicted to further increase to $819.2 million by 2020, multiple businesses across the globe are considering live chat software to increase sales and gain more leads. 

Don’t miss out on increasing sales and developing an interpersonal relationship with your existing clients and your soon-to-be customers by implementing live chat software into your website today.

If you have any questions or need some more guidance, feel free to contact Mr. Pipeline today at (561) 899-3043 or Info@MrPipeline.com