How do you lose a potential customer?
A good way to do this is by not meeting their expectations. When you are managing an online shop, for instance, some of your visitors will contact you to ask something about your products and services. This will help them decide whether they will make the purchase or not. However, you failed to respond to them promptly so they clicked away from your website and looked for another business that can cater to their concerns as soon as possible.
More consumers expect fast answers now more than ever. Convenience has become a key player in delivering excellent customer service. When a prospect visited your online shop, you should strive to deliver them the best service by lessening their efforts and attending to each of their concerns. Integrating web chat support — or also known as live chat — to your website, is an effective way to do this.
This customer service channel is an excellent tool that helps your business to directly connect with your visitors. Since it can be found on your website, they don’t need to reach for their phone or open their email just to contact you. Because web chat can give your visitors answers within the shortest time possible, they can decide faster if they will push through their purchase or not. In relation to this, BoldChat found out in a research that customers who use live chat are 2.8 times more likely to convert as compared to a regular website visitor.
Similarly, a recent study revealed that 44 percent of online consumers say that one of the most important features of a website is when an actual person can answer their questions while they are in the middle of a purchase. A Zendesk study also revealed that using web chat gained higher satisfaction rating at a whopping 92 percent than other communication options.
Because web chat support gives you the ability to provide your visitors an immediate access to help, 63 percent of them are more likely to visit your website again, or any other website that uses it, according to an eMarketer survey. This, in turn, can significantly improve your website’s traffic.
Utilizing web chat does not only allow you to provide convenient answers to your visitors, it also brings significant benefits to your business.
This simple yet useful tool helps you save costs.
Web chat minimizes overall contact center costs by lowering average interaction costs. It also reduces the need to hire additional call center reps because web chat increases their efficiency by allowing them to handle several chats simultaneously.
You are also a step ahead of the competition game when you offer web chat and your competitors do not. It is an important element that shows you are providing customer service better than them. It also enables you to determine common problems and issues that your customers experience. This way, you can address it immediately instead of remaining passive because you have no idea what their problems are.
You can also utilize web chat in creating better relationships with your customers and prospects. If you have a web chat, your visitors will feel that you are accessible — no barriers separate you from them — and gives them more confidence to reach out to you.
But of course, you have to select the right person who can handle this job. That way, you can maximize web chat in delivering outstanding customer service.
Doing business means going the extra mile to build relationships with your customers. When you established a good rapport with your current and prospect customers, they are sure to visit your website again and may even recommend your business to other people. Thus, driving more traffic to your website.