The benefits of having a live chat on your website

We’re constantly being told that we need to be there to speak to our end users in real time and that email/phones are not enough, however installing Live Chat software on your website can be expensive and usually impractical if you’re a one-man-band or small business. In 2016, having Live Chat on your website will be as much of a necessity as having responsive web design

“77% of people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase.”

Although live chat seems to benefit online retailers more than other industries, it still has a place in various different sectors. For instance, if there are large sums of money involved or your target market is the older generations, they would  be more likely to pick up the phone than use a live chat.

Why do I need live chat on my website?

  • “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”
  • There are no unnecessary charges to contact you via live chat whereas phone calls can often mount up, especially if it’s a premium number.
  • A live chat system provides immediate access to customer support and cuts out waiting times on email or phone. Your prospects don’t want to stay on hold for an hour when another company offers a live chat where they wait for a “ping” – then they know the customer service agent has replied.
  • You can handle multiple live chats at one time which cuts the cost of interaction and increases efficiency, allowing you to speak to multiple prospects at one time.
  • 63% of prospects were more likely to return to a website that offers live chat according to a survey by emarket.com and 38% said they had made their purchase due to the chat session itself. 
  • Your customers frustration is called a pain point, and a live chat system taps into this. You can use your customers pain points as blog articles and to improve your products and services.
  • Having a live chat system on your website can significantly increase conversions as it is more personal to your prospect plus it puts a human side to your brand. Because of this, your customers are more likely to trust your company and convert.
  • 90% of customers find live chat helpful, and even seeing the “live chat” button can build trust as your prospects know that instant help is there when needed.
  • You can see where your prospects have arrived from and how many times they have visited your website. This gives you a chance to initiate conversation if your prospect hasn’t already which could turn a lead into a paying customer.
  • Live chat systems usually save a transcript of the conversation which can easily be imported into your CRM. This helps you keep track of your customers and their previous interactions with you which in turn helps you provide better customer service.
  • On average, talkative customers spend 55% more compared to those who don’t talk much.

There are so many live chat systems… Which one should I use?

Tawk is a new(ish) Live Chat app that’s taking the customer service world by storm. Founded in 2013, Tawk has had a fantastic journey from Beta and gaining 1000 agents in 2015 to launching full-scale and gaining a whopping 100,00 agents by August 2015.  However, this is not just another Live Chat app, it’s completely free with no ads!

Tawk’s features include; fully customizable widget, chat history, automated triggers and visitor monitoring, this app truly is a game-changer for entrepreneurs. You don’t even need to be sat at your computer to speak to your prospects, each message comes through to your phone. It also integrates easily with platforms like BigCommerce, Shopify, Wix and osCommerce and also has plugins available for WordPress, Joomla, Magento and Prestashop.

However, there are also other options available like Velaro, Purechat, Olark, and BoldChat, however, I have found that Tawk seems to have the most features, plus it’s 100% free.

In today’s competitive world, being able to talk to a live person is an added advantage and will make you stand out more from your competitors. Have a look at competitors in your niche, are they using live chat? If not, now is your chance to “get one over on them” and give yourself a competitive edge.