Why your business needs to be using live chat

Posted by - Tom Allen on the 26th August 2020

In today’s current digital economy, the importance of instant communication can’t be underestimated and there’s a nifty little feature you can have on your website called live chat to make sure you can capture more leads and bring more success to your business with little effort.

Instant gratification is the need for an answer almost before we think of the question and I’ve definitely been guilty of doing this before.

This need for speed continues when it comes to communicating with businesses and getting a customer’s pain point resolved.

Companies aren’t installing live chat as it’s a fancy gimmick. Oh no, there’s much more reason to it than just that.

There is real potential to increase your engagement with website visitors and turn these visitors into loyal raving fans of your business and it’s services or products.

Pretty handy feature to have on your website, right?

If you’re not using live chat yet, don’t panic, as you’re definitely not alone as this new communication tool is only just warming up its engines for success.

Your business’s success is important to the team at Cymphony and that’s why we wanted to put this article together to show how you can excel your business with live chat.

If your going through this article and begin asking yourself questions on whether it will work for your business or how it would work for your website niche, please get in touch with an experienced member of the Cymphony team where they will be happy to talk you through any of your questions.

How popular is live chat?

The importance of live chat is growing and businesses are quickly integrating the tool into its communications. With a wealth of communication options available, it’s no wonder that the communication tool has been continually on the rise over the past 10 years.

According to Whoson, by 2023 live chat is going to be a whopping $997 million industry.

However, with so many different options available (email, phone, social media, FAQs, etc…) it can be overwhelming to figure out which method works best for your business – especially when you consider the manpower required to manage them.

This is where live chat can help and is a key reason behind why the communication tool is witnessing a noticeable rise in being used.

Live chat is a communication tool that can be outsourced. Not only are you now getting a tool that is improving your businesses engagement, you don’t have any extra work in having to employ and chat with your website visitors.

We give a full breakdown of the benefits of outsourcing in the article ‘everything you need to know about the benefits of outsourcing for your buisness‘ which i suggest you give a read if you’re in two minds whether to outsource any of your businesses operations that includes live chat.

So why bother with live chat?

We’ve broken down four different ways below how your business can benefit from using this communication tool.

Live chat is cost-effective for your business

Live chat is one of the most cost-effective methods of communication for businesses that include yours.

Businesses from all different sectors use the communication tool with examples being banking, e-commerce, holiday package providers, education, and healthcare.

The reasons for which include:

  • Easy installation (just a small cookie added to your website)
  • Quick response times (good use of time management)
  • Manage multiple chats simultaneously (great use of staffing/resources)
  • AI is able to answer a pre-set list of common inquiries (no staff needed!)
  • ROI (the average live chat has a return of 300%! Making it significantly cheaper to install than email or phone)

With no need for complex technology or large increases in staffing levels, the communication tool offers businesses another avenue for enquiries without compromising on costs. Of all the communication channels on offer, live chat is easily one of the most cost-effective.

Increase sales of your business

Live chat isn’t just for customer support, it can be used as a fantastic sales tool too.

The use of proactive chats in particular can see engagement with a live chat app even greater. Proactive chats are where a small pop up appears in the corner of the screen asking the browser if they need help.

It can lead to huge conversion rates as shown by a study of Toyota, Lexus, and Scion dealers using proactive chat vs. passive chat which demonstrated high chat-to-lead conversion rates of 77%.

Live chat is also completely customisable, with personalised greetings and chat initiations helping to target more specific audiences. For example, a chat window could pop up after someone has been browsing a page after 30 seconds or when they have visited 2+ pages to indicate that they’re a serious potential consumer.

Alternatively, proactive chats could kick in where an extra push might be needed like on a pricing page, providing more information that can help to convert a potential client. By anticipating problems in advance, customers feel valued; creating a great impression from the very beginning of their journey.

Live chat enhances your customer service

Typically advertising has evolved from a product-focused model to a more customer experience one. Rarely do we now see marketing purely based on a product, but a greater emphasis placed on why we should pick this product based on the overall customer experience that is sold to us.

Adobe states that 52% of consumers are willing to pay more if the service they receive is better.

Live chat is a great tool to go that extra mile and allow your business to create a great customer experience.

Instant support is a vital part of your customer’s journey and to keep your customers engaged while maintaining a good reputation with them.

A survey by Hubspot states that two-thirds of consumers expect a response within 10 minutes to any marketing, sales, or customer service inquiry.

Wow. This shows that having a speed to lead enabler on your website is definitely a big win for your business.

It goes as far as to say that “at every stage of the customer lifecycle, a majority rated an immediate response from businesses as ‘important’ or ‘very important’ – 82% when they had marketing or sales-related inquiries, and 90% when a customer support issue came up”.

The communication tool provides an easy way to instantly solve customer queries, cancelling any issues in a timely manner while giving customers that all-important instant response.

If you want to find out how live chat is improving customer service, we’ve written an article to help you answer exactly that question titled ‘5 ways live chat is improving businesses customer service‘.

Market Research

A lesser-known advantage to live chat is the market research opportunities it provides.

As you integrate this technology to become a regular communication tool for your business, you have access to a wealth of information on your customers which include:

              – demographics

              – frequently asked questions

              – common issues/problem points

This information can help develop your business strategy to hone marketing efforts to a specific target audience or provide greater clarification on your website regarding more complex issues.

Ultimately, you learn a wealth of information on your clients/prospects which can help you to serve them better.

Using live chat well

As outlined, live chat is a fantastic way to increase sales, provide excellent customer service, and develop your business strategy.

However, it’s important to note that it is a tool that you need to use correctly in order for your business to reap the benefits.

Acquire highlights that an offline live chat widget can cause your clients to bounce away from your site – so don’t offer live chat support if there’s no one there to respond to an inquiry.

Obviously, it is impossible to be able to man a live chat 24/7, but consider outsourcing to a company like Cymphony that specialise in responding to chats whenever you’re busy.

As well as availability, it’s important to set a clear goal with your chats and have a plan in place for when your agent can’t solve the problem

Who does it get directed to?

Shall someone give the client a call or follow up email?

A clear direction should be set. Live chat is best used within an omnichannel approach to ensure that no matter the type of customer or query, there’s a communication channel that suits them.

Does your business need live chat?

You can now understand a number of ways live chat is enabling businesses like yours to engage more with its customers and as a result, increase the leads and customer satisfaction levels.

You might have got to the bottom of this article and asking yourself the question along the lines of “does my business need live chat?”

If that’s the case, or you would like to find out more about how live chat can help your business specifically, I encourage you to please contact an experienced member of the Cymphony team today.

I hope you enjoyed this article and found it useful and look forward to giving you more tips in the next articles.