Why Your Website Can’t Afford Not To Have An Online Chat Service

Everyday we have to make choices and prioritize where we spend time and money. But “no-brainers” and “sure-things” should rise to the top of the list. If you have customers who need to contact you for support and/or you sell products and services online, then contemplating whether or not you need live chat shouldn’t take more than 30 seconds.

online chat service imageConsider the following:

  1. By adding an online chat service to your website you reduce telephony volume by 12% (Source: Gartner)
  2. Support interaction via phone typically costs $33 per call.  Online chat service interaction typically costs $10 per chat (Source: Forrester Research)
  3. Chat leads to a 20% increase in online sales conversions (Source: Forrester Research)
  4. Online chat will provide a 30% lift in average value of an online order (Source: Jupiter Research)
  5. Typically 1 support representative can handle 3 chats simultaneously (Source: Velaro)

Everyday we have to make choices and prioritize where we spend time and money.  But “no-brainers” and “sure-things” should rise to the top of the list.  If you have customers who need to contact you for support and/or you sell products and services online, then contemplating whether or not you need live chat shouldn’t take more than 30 seconds.

 

There is no debate, no question that an online chat service will benefit those who employ it – if you use it correctly.  There are only 2 questions that you need to consider:

  1. How much will I gain from using live chat?
  2. Which live chat vendor should I select?

The answer to question 2 is obvious isn’t it?

4 Reasons To Implement A Website Chat Service Today

“To implement, or not to implement”? With website chat service becoming more and more prevalent online, many business owners are faced with this particular dilema.

website chat service

“To implement, or not to implement”? With website chat service becoming more and more prevalent online, many business owners are faced with this particular dilema.”

However, when faced with the facts regarding the effectiveness of live chat, the real question at hand should be “Can I afford not to implement a website chat service?”.

Let’s take a look at four reasons to implement a website chat service today.

Website Shoppers Prefer A Website Chat Service

A recent survey of over one thousand online shoppers revealed that over twenty percent of online shoppers actually prefer a website chat service over other means of communication.

Think about it this way, if you were to be given a new tool specifically targeted to gain more engagement from 20% of potential customers, you’d jump at the chance, right?

A Website Chat Service Drives More Leads

Did you know that website chatters are four times more likely to convert than normal website visitors? Those are pretty convincing odds. Why you might ask? The reason live website chat users are more likely to convert is due to the fact you are able to tailor their experience and meet their needs.

If you had the ability to have all your questions answered regarding a product or service live, in real time, wouldn’t you be more likely to purchase?

 

Website Live Chat Lowers Support Costs

With normal support systems, an agent can typically only handle one email or phone call at a time. However, with a website chat service, agents can actively manage multiple chat conversations at a time, naturally increasing productivity.

If even a portion of your support requests could be handled via live chat, imagine what effect that could have on your support costs?

Live Chat Taps Customer Pain Points

Business in general all comes down to meeting customer needs, right? The same should be said for websites. A website chat service allows you to gain key insights into both pain points and hesitancies of potential customers.

This allows you to not only meet their needs in real time, but the potential to alter products and messaging to give consumers what they want.

Hello, Anyone Work Here?

It’s 2013 and we all spend a great deal of our waking hours on the Web. As we increasingly do more of our shopping online, our expectations of online service are evolving. Today, “strolling” into an online store that doesn’t have live chat functionality is like walking into a brick and mortar store that doesn’t have anyone working in it. Just like the brick and mortar situation, when this happens to me, I leave.

Ever walk into a store or a café and find that there isn’t any staff to wait on you? It doesn’t leave a good impression and when it happens to me, I walk out and take my business elsewhere.

It’s 2013 and we all spend a great deal of our waking hours on the Web. As we increasingly do more of our shopping online, our expectations of online service are evolving. Today, “strolling” into an online store that doesn’t have live chat functionality is like walking into a brick and mortar store that doesn’t have anyone working in it. Just like the brick and mortar situation, when this happens to me, I leave.

I’m not alone and there is growing expectation that all ecommerce websites should provide live chat functionality. What’s really amazing is that most websites don’t have a live chat solution. I guess some just need to learn the hard way.

If you don’t have a live chat solution and you sell something over the Internet, and every dollar that you generate is important to you, then get live chat or you will lose business.

 

Before you select a live chat vendor however, keep in mind the following:

  • The technical implementation of live chat is easy. And the basic functionality of most live chat solutions is very similar. So it’s all about price right? Wrong.
  • To maximize your live chat investment you need to select a chat vendor that will help you to implement, use, and manage live chat effectively. The cheapest vendor will provide you with some basic functionality and then leave you to fend for yourself. Select the right vendor (psst, Velaro is the right vendor).
  • If you plan to conduct chats that will contain confidential information like financial or healthcare related information or any other information that you want to keep secure then don’t select a chat vendor that’s run by a couple of kids from a country you can’t find on a map – you know better than that.

Live chat can do wonders for your online business. Forrester Research found that a live chat solution could increase online sales conversions by up to 60%. But you must be careful whom you select to provide you with this tool. It’s only effective if you use it correctly.

3 Things Every Business Needs To Succeed & How You Can Get Them

customer support person can only effectively handle one support phone call at a time. But with live chat the same customer support person can handle 3-4 support chats simultaneously. This is a perfect example of boosting productivity by simply implementing the right technology – allowing you to do more with less.

tips for business success onlineEvery business wants to be able to do the following:

  1. Increase sales – A no-brainer.  Everyone wants to sell more. For online businesses it is critical that you have to ability to upsell those making online purchases and maximize the number of website unique visitors that you turn into a sale.
  2. Increase productivity – Yep, we all know this one – don’t we?  The trick here is increasing, or at least maintaining, performance while reducing the resources – and money – required to perform.  This is about improving your bottom line.
  3. Delight your customers – You’ve probably heard of the Net Promoter Score.  This is an increasingly popular business metric that is used to measure the level of enthusiasm and happiness your clients have with your company.  The idea is that if you have very happy and enthusiastic customers then they will be more likely to tell others about your product or service which then leads to increased sales at a decreasing cost per lead.  Viral spread of word of mouth is the best way to scale a business and this can only happen if you thoroughly delight your customers.

So all good things – right?  All things you want – right?  Now I’m going to tell you an easy, cost effective way to get these things – use live chat!  Let me explain.

Increasing Sales – Forrester Research reported that live chat has been shown to increase the chance of an online sale by 40%-60%.  If you think about it this makes complete sense.  Most (66% according to Forrester) online shopping carts are abandoned.  The reason is typically due to the fact that the consumer is ready to buy but has one last question that they need answered.  The consumer can’t find the answer they need on your website so they leave and abandon their shopping cart.  With live chat this is less likely to happen because you are right there to answer any question a site visitor might have at this crucial moment.

 

Increase Productivity – A customer support person can only effectively handle one support phone call at a time.  But with live chat the same customer support person can handle 3-4 support chats simultaneously.  This is a perfect example of boosting productivity by simply implementing the right technology – allowing you to do more with less.

Delight your customers – Twitter and texting is part of our everyday lives.  As the comfort-level with new technologies evolves so to must the use of these technologies by businesses that want to meet consumer expectations and stay ahead of the competition. Today, website visitors want alternatives to phone and email modes of communication.  In fact, an emarketer.com survey found that 63% of consumers were more likely to return to a website that offers live chat and 62% of those surveyed reported that they would be more likely to purchase from the site again.  You can’t delight your customers if you don’t meet or exceed their expectations.

Live chat can give you what your business needs – if you implement live chat properly.  Read about live chat best practices by clicking here.