Why live chat software will improve your website

Introduction

Live chat has become increasingly popular in the last decade. There are multiple advantages of utilising chat software for both customers and businesses. In this helpful guide, we’ll discuss the key benefits of live chat software and outline the ways in which it enhances and improves websites and user experiences.

Statistics show that 75% of people regard live chat as their preferred communication method. As live chat becomes increasingly popular, it’s more important than ever for organisations and businesses to consider incorporating chat software. Finding the best chat software for your business can help you to elevate your website and take your organisation to the next level.

How can live chat software improve your website?

Live chat software offers a vast array of benefits for businesses and customers. Here are some incredible ways chat can improve your website:

1. Bringing your website to life

Web users judge websites within a matter of seconds so it’s crucial to make a positive first impression. Live chat software can help you to bring your website to life, distinguish it from other sites and provide a more engaging, interesting and interactive experience. With the option to chat with an agent, customers are able to communicate in real-time and get more out of the experience. Dull, bland, boring sites put people off and it’s rare to get a second chance. Adding live chat is an effective way to encourage web users to visit your site, stay there for longer and move through the sales funnel.

2. Giving a digital interface a human side

One of the most common issues people have with modern-day customer service is that it lacks a familiar, friendly feel. Customers don’t want to be put on hold for hours and then greeted with recorded messages and they react negatively to machines and being passed from pillar to post. Live chat gives a digital interface a human side. With this option, you get the best of both worlds. You have access to support instantly and you can talk to somebody and build a relationship. Engaging with customers is a vital part of customer service and it can make the difference between losing sales and converting leads. Good customer service can help you to keep hold of existing customers and attract new clients. A Forbes study suggests that 96% of consumers will consider leaving a business as a result of poor service.

3. Improving perception

Live chat software can help you to improve the perception of your website and your brand as a whole. Research suggests that consumers view businesses that have live chat on their websites as more trustworthy and over 75% of customers say they wouldn’t buy from a site that doesn’t have live chat support. More than half of consumers are also more likely to go back to sites that offer live chat. (source). Over 80% of consumers view trust as a deciding factor when choosing which brands to buy from (source).

4. Offering instant support

The most common reason consumers cite for favouring live chat is the speed of accessing customer service. Almost 80% of customers use live chat because it enables them to find information and seek advice instantly (source). Through live chat, businesses can not only increase sales, but they can also lower the risk of losing customers. A lack of information and support are among the most common reasons people abandon shopping baskets and carts. Customer service is a critical element of the experience of using websites. If you can respond to queries swiftly and offer information or advice, customers will enjoy visiting your site more, they will be more likely to return and they may also spread the word and encourage friends, family and other web users to choose your business.

Summary

Live chat software can enhance your website and increase the chance of converting leads, retaining customers and making sales. If you don’t already have live chat on your site, adding chat software could make a huge difference. Live chat enhances engagement, builds relationships, gives your brand a human side, improves reputation and brand image and reduces the risk of losing customers.

If you’re looking for the best chat software for your website, why not get in touch with Click4Assistance, a leading provider of customised live chat solutions for businesses across all industries? We can help you take your website to the next level and enjoy the many benefits of cost-effective, efficient live chat software.