Owing to the advancement in technology, majority of the businesses are trying to engage with the customers through online channels. In order to flourish in the market they need to provide customers with the quality online support.
Entrepreneurs are using various tools to increase the website traffic and increase the sales. Amongst all the tools Live chat support is the most admired and efficient tool to increase sales. As per the study conducted by Forrester Research it was found that, “Many online customers want help from a live person while shopping online, 44% of online customers stated that having questions answered by a live person while in the middle of an online purchase is one of the most important feature a website can offer.”
Moreover, the study done by an emarketer.com found that 63% were more likely to return to a website that offers live chat and 62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself.
Owing to its multiple features live chat can be helpful to increase the sales in various ways. Here, we have discussed the ways by which live chat can be helpful to increase sales:
- Increases customer loyalty and retention: Live chat is very convenient for the customers. Live chat enables the companies to address the queries of the customers in real time. One of the reasons of why customers abandon shopping is because of confusion and complications created at the time of check out. Live chat helps in addressing the concerns of the customers thereby increasing the sales and conversion rates. Live chat is enabled with features like co-browsing, it allows the agents to browse along with the customers while chatting and help customer to resolve their query. According to Edigital research, live chat has 73% customer satisfaction rate – the highest of all customer service channels. Hence, it can be inferred that enabling live chat can increase the customer loyalty and retention thereby increasing the revenue.
- Increases the conversion rate and order value: Live chat helps to address the queries of the customers in real time and is quicker as compared to phone or email. This reduces the waiting time for customers and they can continue with the online shopping. Moreover, live chat is enabled with feature like screen sharing which allows the agent to share the screen with the customer. It is helpful in providing more efficient resolution to the customer. As per the poll done by Anderson Consulting, almost 62% of internet customers stated that they would purchase more products online if live customer support was available. Moreover, it also reduced shopping cart abandonment by up to 30%.
- Gives competitive advantage: These days there is a rapid increase in the number of competitors and it has become very important to stand out and differentiate your company from others. With the help of live chat you can give customers a personalized experience and increase the customer satisfaction. Live chat tools have the feature of video chat; it allows the customer to have face to face interaction with the agent which helps in building trust and confidence. According to a study by Marketing Power, customers who use your live chat platform are three times more likely to buy since the method provides a direct and personal interaction with customers. Moreover, enabling live chat will help you to cut down the operating costs as it cheaper as compared to other tools like phone.
There are enormous advantages of using live chat as it helps to magnetize and retain more customers. The increase in number of customer will lead to increase in sales and revenue of the online business. Hence, it can be stated that live chat is the key to thrive and flourish in the cluttered competitive market.