Why Do Businesses Add Live Chat To Websites?

As consumer habits have changed, so have their demands. To help ensure success for your online venture, customers need to feel as though they’ve had a positive experience. According to PwC, “Good customer experience leaves people feeling heard and appreciated. It minimises friction, maximises efficiency and maintains a human element.”

A good experience encourages people to stay and return to your business. A bad experience can put people off for good, with the potential for word of mouth to turn others away.

One way to enhance the customer experience is to improve communications. Live chat is one of the ways that cutting edge businesses can provide a positive customer experience and build lasting relationships with customers.

So why do businesses add live chat to websites? Here are just some of the benefits.

It’s becoming the norm

Live chat is becoming increasingly popular, and people have become accustomed to seeing it on the websites they visit. From small businesses to global brands, it’s become an expectation to see some form of live chat online.

Website live chat is becoming as commonplace as a search bar or a newsletter sign up, so adding a live chat feature to your website provides some familiarity and meets your customers’ expectations.

It provides a 24-hour service

One of the key benefits of adding live chat to a website is that it provides a 24-hour service. Your customers are able to contact you at any time of the day or night, even if your customer service agents have logged off for the day.

With a 24-hour live chat service, customers can engage with an AI chatbot and get many of their queries resolved without speaking to an agent. AI chatbots can answer common queries and provide answers to various questions, creating a life-like experience that can help customers feel heard and valued.

It can help you save time and money

Live chat software can help your business save money, helping you provide a strong customer service offering without the expense of additional staff. For an expanding business, adding live chat can help you test the water while you assess how much you need to scale up your customer services.

Live chat software can also help boost your efficiency. Agents will be able to deal with more than one customer at a time, while a filtering process can help answer the most common queries, freeing up your agents’ time to deal with trickier processes. This can improve the performance of your team, and leave even more customers feeling satisfied with their experience.

It’s a valuable data collection tool

If you’re interested in gathering data analytics, then live chat software can help. The data gathered through your live chat can help you gather valuable insights to inform marketing campaigns, improve communication and learn more about your customers.

The insights gathered via your chatbot or live chat can help you improve the content of your website, your products and their descriptions, and help you tailor your promotions. As more than just a communications tool, live chat can improve your sales and marketing strategies too.

It can help customers with their decision-making

Customers can face a lot of barriers when it comes to making purchases online. They might have questions about delivery times, queries about the product or have an issue with ordering that is preventing them from checking out. Through live chat, customers can get fast access to answers so that they can get the information they need to make a purchase.

It helps your website retain a personal touch

Websites can feel very artificial. One of the things some people prefer about shopping in a ‘brick and mortar’ store is that they benefit from a personal experience. They get the chance to interact with people, ask questions and have more meaningful interactions. With a live chat feature on your website, your customers are able to benefit from a more personal touch and enjoy those interactions that they would normally have in person. Unlike sending an email, which can take time between responses, communication is fast and natural and can help make the visitors’ experience more personal.

It adds to a positive customer experience

If a customer experiences a negative experience when interacting with a business, it’s unlikely they’ll return. Feeling frustrated or unheard can be off-putting for consumers and leaves them with a negative brand perception.

To help you enhance the customer experience, adding live chat can solve a number of issues. It’s a way for customers to get help and get what they need, things which help build a positive customer experience. Live chat provides additional options for your customers to get in touch, something which can help them choose you over a competitor. 

It’s easy to get started

Another great benefit of adding live chat to your website is that it’s easy to get started. Adding live chat to your website with Click4Assistnace will give you a custom solution that matches your branding, with scripts and experiences that are unique to your business. Not only that, but the solution can continue to grow and develop with your business, ensuring you can continue to provide the best possible service to customers.

Live chat is also an affordable feature. There are no setup fees, and subscriptions start from £19.95 a month. You can also benefit from a free trial to help you experience our features before you buy.

Businesses add live chat to experience a range of benefits. From better interactions with customers to improved insights into their behaviours, live chat can open a lot of new doors for your business. Contact Click4Assistance today to learn more about our live chat software.