The trouble with a website is that unlike a store front, you can't give customers a personal touch. Customers are left on their own to roam your website and possibly not finding what they want or leave unimpressed. Having live chat functionalities gives you back the capability to offer customers that personal touch, an opportunity to talk to them to understand what they want and to impress them with what you have got before they leave your website and slip away in to oblivion. It gives customers the convenience of getting expert answers to their questions immediately while also adding significant benefits to you and your company. This in turn builds customers‘ confidence during their shopping experience, and also helps to improve your conversion rates.
Rapidfy's Live Chat helps add a human factor to your website and effectively allow you to provide real time answers, even while you are out of the office and moving around with the Rapidfy mobile app.
For some examples of the Rapidfy Live Chat in action visit the sites below:
- www.vtcholding.com - VTC Holding has seen a significant rise in engagement and conversion after introducing the live chat feature on their website.
- www.wceforum.org - World Chinese Economic Forum is a premier international event to enhance connectivity and business linkages between China and the world attended by top businessmen and politicians. The live chat facilitated in simplifying communications between the delegates and the organizer.
- www.rhythm-id.com - Rhythm identity acquired a converted a significant amount of queries and leads for their dance lessons into customers after implementing the Rapidfy Live Chat and listing on Rapidfy On-Demand platform.
Rapidfy's live chat is simple to implement and is free! Businesses from all around the world including United States, Australia, Singapore, Malaysia and more are already giving their customer a personal touch. What are you waiting for? Click here to get your own live chat now!
1. Live Chat gives your customers convenience
Forrestor Research conducted a study called "Making Proactive Chat Work" that found the following:
Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.
A live chat system provides customers with immediate access to information and assistance. Wait times are often much less than a contacting a call center, and customers can easily multi-task while waiting for a reply. Additionally, as opposed to contacting a call center, customers can get a reply for their question instantly without the need to navigate countless numeric options.
2. Cut down on expenses with live chat
With a live chat, costs on employee task time and phone expenses can be reduced drastically. Some of the most notable cost savings are:
- Live chat reduces overall contact center costs by lowering average interaction costs.
- Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives.
Chat agents can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next!).
3. Live Chat Increases Sales
The general trend among users on blogs and in marketing forums is that having a live chat on a website can generally lead to improved sales numbers. A recent study conducted by Forbes magazine reported:
In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.
The key is that customers will have a person who can immediately walk them through a sale if they have a question or a confusion that can make or break a sale. This helps eliminate bounces away from websites and ensure that full shopping carts make it through check out.
4. Get an edge over your competition with live chat
TELUS International did a study that found that many top retail businesses are not yet offering chat. If you want to gain an edge over your competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top. In fact, live chat provides a simple way to connect with customers who spend a good deal of their money online. A report by E-Marketer found:
Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.
The convenience and cost savings for both customers and staff makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.
5. Live Chat Taps into Customer Pain Points
A customer’s need or frustration that has yet to be filled is called a pain point, and marketing teams mine message boards and social media for these pain points. Marketers such as Markus Allen turn these pain points into profit: “Armed with these pain points, we can either write new content (for a blog or for an article) or create benefits/advantages for our advertising.” In addition, pain points can turn into sales opportunities with customers.
Live chat provides instant access to customers’ pain points. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, an additional opportunity to persuade a customer to complete a sale is presented in a way just a website never could. It would also be a way to find out how to improve a company’s products and services.
Tips on making Live Chat work for you and your business
Here are some useful tips when starting to use a live chat:
- Be available for the majority of your working day. Make sure you have at least one colleague or you that will be available for the majority of the working day. (With Rapidfy Live Chat you can even respond to chats on your mobile device anytime anywhere.)
- Train your team! Try it out yourself to understand what it takes to manage a live chat then only decide to train or recruit a colleague so that they have enough knowledge to answer customers‘ queries. Equip them with sales skills – it will boost your conversion rates and increase sells.
- Have the personal touch. Play the human card – the whole point of having live chat is bringing human help to improve a customer’s experience on your website. Providing robotic responses can kill the effectiveness of live chat.
- When your business has grown with live chat, consider hiring people with sales experience. A live chat agent is your virtual sales person, the front line of your business. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling.
- Give your social presence a boost. When you receive positive feedback from online visitors and customers, consider to remind your visitors nicely to Like your Facebook page and leave a comment on it or tweet about it.
- Be prepared for surges in chat volume. Good news, your business has expanded. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
If you are interested in numbers, here are some interesting facts about an online consumer's behaviour.
- Speed of abandonment: 71% expect to be able to access help when visiting or purchasing online from your website within five minutes, whilst 31% expect this help to be immediate.
- Customer service expectations: When asked what makes a great customer service experience 82% believe that getting their issue resolved quickly is most important, with German users (90%) placing the most emphasis on this. 56% believe that resolving the issue in a single interaction makes for great service, with the highest percentage in the USA (66%).
- Help seeking behaviours: Globally 83% of online users admit that they need some form of support during their online journey. The UK was the least likely to seek out help (13%), whilst Italy was the most likely (43%).
- Chat on demand: 59% of global users would like to have more choice in how they contact online brands with 93% seeing real time help being of use in at least one online journey scenario. 51% stated that they were more likely to purchase from a website if they could get answers via Live Chat, with particular demand in Italy (60%), the USA (56%) and Australia (52%).
- Return customers: 68% engage in live chat and 63% prefer getting back to a website with live chat for repeat purchase. A further 38% of respondents said they had made their purchase due to the chat session itself.
- Convenience: 44% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important features a website can offer.