Live chat support on your website gets you closer to your customers. Let’s say your customer wants to buy a product, but they have a question that isn’t answered on your website. The customer then has to find an email address on the site and email you, perhaps from an entirely separate site. Or they’ll have to actually pick up a phone and call you, again, taking them away from your site.
You don’t want that customer to leave. You want a self-contained experience. You want to keep your customer on your website. You don’t want an opportunity for them to forget about your site or to decide it’s not worth the effort to email you a question. Every question and every click between your customers and your product should be absolutely necessary. Anything that slows the process is a hindrance.
Thus, the major benefit of live chat support is that it allows your customers to have their questions answered fast. Where in the past, you might have lost customers because they either didn’t put in the effort to email, or you took a day or so to respond and the customer ended up going with a competing product, live chat allows you to keep those customers.
Other benefits include productivity and an expense decrease. When you have customers calling, you can only deal with one customer at a time. On live chat, you can pretty safely deal with three customers at a time.
Here are three options to consider if you are thinking about adding live chat to your website:
Offerchat. Offerchat is 100% free all the time. They charge only if you are outsourcing to their agents. If you’re using your own, you’re good to go. There are no downloads or software and you can manage chats coming in from multiple websites on one web platform. Offerchat also allows you to store common (long) answers to FAQs for quick access later instead of typing them every single time.
Zopim. Zopim, one of the best recommended live chat service providers, also offers a free service. It allows for one agent and one conversation at a time. It also provides smart offline modes for when you go offline and the ability to email chat transcripts. With Zopim, you also receive real-time visitor information as well as automatic translation, which translates chat into your native language.
Jitbit. One of the newer players in the category, Jitbit now offers a cloud-based chat program that can be easily integrated into your website. With features such as desktop notification and sound alert, Jitbit offers a 21-day free trial on their live chat service here, so you can check out how their service works for your company.
If you are ready to take the leap and add live chat to your business, you’ll also want to check out our six tips for adding live chat to your website.
Do you use live chat? Tell us about your experience in the comments below!