You’ve heard it a million times: communication is the key to success. No matter what industry you work for or what your target audience is, effective communication with both clients and customers is an essential component of clever entrepreneurship. Enter Live Chat.
Live Chats services are the most popular communication channel for online businesses everywhere — from Mexico to Australia –, and for a good reason. Live Chat is fast, convenient, budget-friendly, and customer-oriented. What else could you ask for?
An average Live Chat service can solve any issue or question in less than a minute. From pointing customers in the right direction to resolving technical issues, the potential of Live Chat service is immense. No wonder Live Chat usage continues to rise globally: from 38% in 2009 to 43% in 2012, and 58% in 2014.
Why Customers Love Live Chat
If you consider a profile of an average online shopping enthusiast — busy, tech-savvy, and easily distracted – it becomes clear why Live Chat is so popular among customers who use their gadgets to shop.
No matter what their issue is, customers can get straightforward and precise answers from a Live Chat operator. What customers appreciate the most is that Live Chat is a service with a human touch. Talking to an operator who knows how to approach each customer issue will make the customer feel appreciated. I probably don’t need to mention it, but a satisfied customer equals higher sales rates and more revenue.
According to customer polls, 40% of online shoppers who had used Live Chat were more likely to make online purchases at least once a week than buyers who had never chatted (22%).
The Future of Live Chat
Live Chat is already the number one communication channel out there, followed by voice customer service, web form, email, Facebook, and Twitter.
While more and more businesses are using Live Chat to improve performance and increase customer satisfaction, there are still plenty of opportunities for growth when it comes to expanding the potential of Live Chat:
- For example, businesses might consider adding a co-browsing feature to their Live Chat service, which would help non-techies navigate the web pages more easily while searching for the right information.
- It’s also a good idea for Live Chat operators to initiate more chats themselves and offer their assistance even when the customers don’t approach them with a specific problem. Starting up a conversation with casual visitors can lead to higher conversion rates and more regular customers.
- Another way to improve the Live Chats service on a website is to add automatic translation into major world languages. In this way, businesses can expand their audience reach and take their brand global.
- Since the majority of online shoppers are usually big fans of social media, businesses shouldn’t miss on the opportunity to connect these two things by offering a Live Chat service on their social media pages.
To learn more about the features of Live Chat and its potential for online businesses, take a look at this informative visual representation outlining 25 reasons to integrate Live Chat into your business, courtesy of skilled.co.