Why you need Live Chat on your website?

Posted on 12 Jan 2021 09:09 in Small Business Hacks
by Zainab Sohangpurwala


Customer Service is an integral part of any business. In today's fast-paced business environment and increased use of Social Media, users, in general, expect a business to act fast and offer instant support. Live Chat helps you in that.



Creating sales is the most challenging and most crucial part of running a business. If you don't have sales, you cannot sustain your business. Marketing your brand via advertisements, social media, and other resources is a great way to make people aware of your brand. But once people are on your website, what helps them make a final call on purchasing your products?

 

It is very easy for consumers to change their mind and leave your website. You need to make sure they don't. If they have visited your website, it means that they have made up their mind to buy something, that they are in a mood for purchasing. You need to make sure that they do purchase!

 

How can websites make sure that the consumer purchases their products?
Before buying any product, customers usually have many questions regarding it. It is a must to have a FAQ section. But that's not enough. FAQ does not provide a personalized experience or connect with the company. 

 

Hence, now many websites are providing a live chat option. Here customers can type their queries, and a computer-generated reply or company personnel from the other side answer it. Due to the pandemic, many businesses could sell only via websites as the stores were closed. Hence the usage of Live Chat has spiked up. 

 

Statistics to prove the importance of live Chat!
Live Chat has become the leading digital contact method for customers, as 46% of customers prefer to Live Chat compared to just 29% for email and 16% for social media.

 

Almost 41% of customers expect to Live Chat on a website. According to CrazyEgg, 38% of customers are more likely to buy from a company if they offer Live Chat support. Moreover, Emaketer discovered that 63% of customers are more likely to return to a website that provides Live Chat.

 

This shows how much popularity this contact channel has gained. In fact, it is expected to grow by as much as 87% in the next 12-18 months.

 

How does live chat influence the decision making of a customer?
Sending messages that you are there for the customer for their assistance provides a sense of assurance. Quickly answering queries, sending product recommendations, assist them in buying. All this will enhance the consumer experience, and they might end up buying more products than they were planning to initially.

 

If customers can chat with you in real-time, they are assured that you are there immediately to solve the problem if something goes wrong. It builds trust and increases customer engagement.

 

This, in turn, builds a connection with the brand, brand loyalty, and increases sales.

 

How to place a live chat on the website?
A live chat option, popup, or box should be at such a place that grabs the customer's attention. You can keep it as a pop up when the customer enters your website. Most websites place a live chatbox on the bottom right side of the website. 

 

Do not limit the live chat option on the contact us page! It should be there on the homepage and every page so that if the customer has any hesitation at any stage of purchasing, he can clear it.

 

Use contrasting colors for the Live Chat box to easily identify and ask any queries you can solve. Some websites also give a name to the live Chat. This is totally at your discretion.

 

Live Chat removes product ambiguity.
Customers may have various questions about the products you sell. All of them might not be answered by the description you have given on your website. Here is when the live Chat helps. Here you can answer specific questions. 

 

For example, if you are selling food items, answers to questions like the ingredients, shelf life, and temperature will help. If you are selling furniture, then the table's shade, how it will look in sunlight and artificial light, quality of wood, etc. can help.

 

Even banking websites have a live chat option as people have many questions before investing in any scheme in a bank.

 

Strategies for managing live Chat
The person sitting on the other side, managing the Live Chat, is very important as he/she influences the customer's decision. The employee needs to know all the products better than anyone to recommend and convince them to buy them.

 

Chats should be organized well to make it easy to answer all the questions and get back to all the customers. 

 

Being precise, clear, and friendly with customers is very important. Sometimes it might take you some time to respond to a customer. Do explain why it took you time. This gives insight to the customer about you and the company.

 

These psychological factors of trust do affect purchasing behaviour  Email, messages, and advertisements also enhance sales, but live Chat adds the extra touch to the website. 

 

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About the author

Zainab Sohangpurwala     
A student pursuing Political Science Honours from Loreto College, Kolkata. Enhancing her skills of writing and editing.


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