Why should I add a chat feature to my website?

Introduction

Research suggests that more than 40% of consumers consider live chat one of the most important features of a website, but most businesses still don’t offer chat support (source). If you’re thinking about enhancing your site, it’s beneficial to explore the potential advantages. This guide highlights the benefits of offering chat features for site visitors.

Why should I add a chat feature to my website?

If you run a business or an online venture, you may be wondering what the fuss is about live chat. Adding a chat feature to your website offers a raft of advantages, including:

• Offering options for your customers and catering to audience preferences

Live chat has become one of the most popular communication methods for consumers in recent years. Most millennials (63%) prefer to contact companies via live chat and more than 40% of web users would rather use live chat than any other form of contact. By adding a chat feature to your site, you can offer customers a wider range of options and cater to different audiences while ensuring that you move with the times and embrace changing consumer preferences and habits.

• Increasing sales

Studies show that most people abandon shopping carts and baskets because they can’t find the information they need to proceed with the purchase. If you have live chat available, you can increase sales and boost lead conversion rates by providing useful information and offering advice at a point when the customer is most likely to take the next step and complete their order. Live chat can help to provide clarity and reassurance, prompting site visitors to place an order or pursue a conversation about products or services. Over 35% of consumers have made a purchase based on a positive live chat experience.

• Enhancing brand image

Creating positive impressions, building trust and establishing relationships play a crucial role in attracting customers, converting leads and retaining clients. Adding a live chat feature is a simple, effective way to enhance brand image and make your company appear trustworthy and dependable. Forty-one percent of consumers view companies that offer live chat as more trustworthy and 77% of customers wouldn’t buy from a site that didn’t have a live chat function (source).

• Improving customer service

Poor customer service is one of the most common reasons people leave negative reviews and choose other businesses for future purchases. Offering live chat is an easy way to improve service and user experience. If you have a chat function on your website, you can offer advice, provide information and answer questions quickly, providing better support for your customers and increasing lead conversion rates. Research suggests that customer satisfaction rates are very high for live chat (up to 92%) compared to phone calls, social media and email support.

• Prioritising convenience

Many people who visit websites have a goal in mind and they want to achieve their objective quickly and effortlessly. Live chat prioritises convenience for clients and site visitors by offering rapid access to information, support, help and advice. If a customer wants to place an order, for example, but they can’t find information about delivery times, they can simply click the chat button, ask the advisor and then continue with their order. Live chat is much faster than email and making calls, which is beneficial for both businesses and customers. Web users get the information they need swiftly and companies improve their chances of converting leads and making sales. With chatbots, businesses can also provide 24/7 support for customers and lower the risk of missing out on sales outside of traditional working hours.

• Increasing spending

Statistics indicate that customers who use live chat features are likely to spend more than those who don’t use chat. On average, people who chat spend up to 60% more per transaction. Adding a chat feature is a cost-effective way to boost sales, enhance brand image and provide better customer service.

Summary

If you own a business, or you have recently launched a new site or store, it’s hugely beneficial to think about adding a chat feature to your website. Live chat provides a simple, hassle-free, quick way for customers and site visitors to get in touch and it can help you to increase sales, build trust, improve your brand image and reputation and cater to new trends and changing consumer preferences.