We all know that the online market is growing by leaps and bounds. The brick and mortar store has been replaced due to the fact that people now find it convenient to shop online, but there is a major drawback. As great as it is to find the abundance of products or services you’re looking for, there is no one to help you around help you find the right item for you. This is where the installment of live chat becomes effective. Live chat is a tool that is present on many websites that can help resolve the queries of buyer in real time as they not only help customers navigate through the website, but they solve the inconvenience of customers waiting for a long period to get their answers via phone call or email.
Though the premise of call centers are to resolve problems in a timely manner, they still take a considerate amount of time due to the high volume of calling, especially on holidays or sales. A live chat is like a call center, but the big difference is the chat is online and it is faster as it tackles the approach of a text message where there is constant communication back and forth on the website itself. Live chat is beneficial as it not only answers the queries but can also help increase the conversion rate of a website. With live chat the possibility of getting a solution to your problem is higher.
Often if an online buyer has a doubt about a purchase that want to ask about, but has to call or be redirected to an email chat that can take up to 3 – 5 business days to respond. Without a faster option to replay, the customer will most likely leave the website and go to another. This can result in a high bounce rate and a lower conversion rate. To avoid this, live chat can be installed on your website, allowing the ability to assist a customer in that process in a short period of time.
Even though live chat for a website is highly recommended, what is important to remember is that quality of the live chat must be high and intelligent. If the quality of the live chat isn’t high quality as well as properly maintained, then this feature can backfire and lead to a reduction in sales. When a website claims that it has a live chat available then the chat agent should be available 24/7 as well as prepared to handle any customer requests. Nothing can be more frustrating to a customer than a live chat that is either always offline or has a chat agent that can’t help resolve their issue.
Live chat is important feature that is not being utilized as much as it should. It is on the fore front to be the most important feature to increase the satisfaction between customer and business communication. WebAct recognizes the importance of live chat and has implemented it in several websites that have increased their customer satisfaction, including our own website. Visit WebAct today and learn how effective live chat can be for your business.