Search
Close this search box.
Search
Close this search box.

Why You should Consider Implementing Live Chat Support for Your Online Business?

Live Chat Support for Online Business

Listen to the Podcast:

If you’re thinking about implementing live chat support for your online business, you’re not alone: around 67% of B2C businesses now use live chat as part of their overall customer service provision. If you’re still on the fence, then we can help: below, you’ll find the five key reasons to bring a live chat facility on board and some tips to help your business get up and running.

Improves Customer Experience

The best reason for implementing live chat in your business is because it can significantly uplevel the experience of your customers. And happy customers mean returning customers. Live chat is appreciated by customers as it enables them to get the answers they need immediately, at any time of the day or night.

People are increasingly expecting a 24/7, on-demand service from all the businesses they have dealings with – and a live support service can help provide this.

Creates Better Conversion Rates

Recent research revealed that people using a live chat service are nearly three times more likely to convert than those who don’t engage with a business in this way, as a means to build trust and see your conversion rate increase. As a result, bringing live chat on board is something of a no-brainer.

Increases Staff Productivity

With a high number of inquiries now being dealt with by your live chat facility, agents’ time can be freed up to get on with more important – profitable – things! Whereas staff members can only deal with one phone call at a time, they can oversee and manage multiple calls when live chat is on board, so they can get more done faster and easier. For example, a customer service agent can typically handle five quick and simple live chats at once. Even in complex cases, it’s reasonable to expect a customer service colleague to juggle two chat threads simultaneously.

Boosts Customer Engagement

If you make your live chat option highly visible and accessible, you’ll likely see a significant increase in consumer engagement – these are likely to be folk who would have decided not to bother with your product if the only way to get hold of support was via phone or email.

Live chat, therefore, gives your business a great way to make a good impression – grab this opportunity with both hands!

Builds Good Rapport

Linked to the above point, live chat gives customer service staff a chance to build a relationship with inquirers, building the sort of rapport that’s vital to, in time, creating a solid base of loyal customers. As opposed to regular emailing, live chat is an effective way to deliver a more personal, ‘human’ service.

How to Create a Live Chat Strategy?

So, you’re sold on the idea of implementing a live chat support facility in your business. Great! But how to go about getting started? Here’s what you need to know.

Choose a Live Chat Platform

To get the most suitable live chat platform for your business’s needs, check that it’s omnichannel and can integrate with the other tools and apps your business uses, and find out whether it has an API. In terms of building the live chat facility itself, look for an option that incorporates a high-quality rich text editor, has an easy-to-use, intuitive interface, and offers a good level of customer support.

Focus on Support Training

For your live chat service to work as well as possible, your team needs to be properly trained. This should be both in terms of the technical side of running the system and in soft skills. For example, all staff members need to understand the importance of empathy, patience, and courtesy to take your live chat provision to the next level.

Keep Customer Experience Front and Center

Always keep an eye on the end-user experience when it comes to designing and implementing your business’s live chat facility. Using chat surveys to get an on-the-ground idea of the level of service and how your users are reacting to it is a great idea that’ll allow you to make any tweaks necessary.

Analyze Key KPIs

Deploying KPIs (Key Performance Indicators) is an effective means of measuring how well your business’s live chat service is performing. Some good KPIs to regularly assess include FRTs (first response times), customer satisfaction ratings, first contact resolution, the overall cost per chat, and the visitor-to-sales conversion rate.

Link to AI Chat Bots

For the most seamless customer service possible, consider deploying live chat along with AI chatbots, which can provide information to querents without the need for an agent to be involved at all. This can speed up response times and boost staff productivity still further.

Implementing Live Chat in Your Business: The Takeaway

In today’s world, more consumers than ever before expect live chat to be available as standard from all the businesses and brands they engage with. Live chat is a fantastic way to boost engagement, build a loyal customer base, and drive up conversion rates. Deploying this facility also may not be as difficult or costly as you think – choose the best live chat platform for your needs, get the proper staff training in place, and prepare to see the results!


Subscribe to Our Newsletter

Related Articles

Top Trending

March 4 Zodiac
March 4 Zodiac Personality: Understanding Your Pisces Identity
Uncensored Anime
15 Best Uncensored Animes to Watch in 2024 [Ranked]
chad dobermans wife
The Untold Story of Chad Doerman's Wife: Where is Laura Now?
Taylor Swift Shares Emotional Singapore Connection
Taylor Swift Shares Emotional Singapore Connection on Eras Tour
Sam Altman Clarifies no Ai Creatures in Development
OpenAI's Sam Altman Clarifies: No AI "Creatures" in Development

LIFESTYLE

Taurine Key to Extending Life Research Finds
Taurine: The Secret Ingredient for a Longer Life? Latest Research Insights
Strategies to Beat Procrastination
Beat Procrastination: Effective Strategies to Stay Productive!
Egyptian Cotton Sheets for Your Bed
A Beginner's Guide to Choosing the Perfect Egyptian Cotton Sheets for Your Bed
Long Lehenga Choli
Elegance Redefined: Navigating the Diverse World of Long Lehenga Choli Designs
valentines day outfits
Top 20 Trendy Valentine's Day Outfits in 2024 For Every Occasion

Entertainment

Uncensored Anime
15 Best Uncensored Animes to Watch in 2024 [Ranked]
Taylor Swift Shares Emotional Singapore Connection
Taylor Swift Shares Emotional Singapore Connection on Eras Tour
Ugly Movie Characters
15 Most Ugly Movie Characters You Have Ever Seen [Ranked]
Stelle Ciccone
The Inspiring Journey of Stelle Ciccone: Madonna's Adopted Daughter
Hailey Bieber Justin 30th Birthday Tribute
Hailey Bieber's Sweet 30th Birthday Tribute to Justin: 'Love of My Life, for Life'

GAMING

Nintendo lawsuit Rhode Island Game Piracy
Nintendo Takes Legal Action Against Rhode Island Company Over Game Piracy Claims
Best Online Pokies in Australia
The Best Online Pokies in Australia
Sports Betting vs Online Casinos
Sports Betting vs Online Casinos: Where is it Easier to Win?
Play Games for Bitcoin
Can You Play Games for Bitcoin? 
Most Played Games at Online Casinos
Discover the Most Played Games at Online Casinos

BUSINESS

Sam Altman OpenAI Investigation Investor Claims
OpenAI & Sam Altman Probe: Investor Mislead Claims Amidst Leadership Turmoil
Futures and Options
Evaluating the Safety of Investing in Futures and Options
Young Australians Money
Why Young Australians Need to Know About Money?
NPS Tier 1 vs Tier 2
NPS Tier 1 vs Tier 2: Understanding the Differences
Tips to Manage Your Small Business in 2024
5 Tips to Manage Your Small Business in 2024

TECHNOLOGY

Sam Altman Clarifies no Ai Creatures in Development
OpenAI's Sam Altman Clarifies: No AI "Creatures" in Development
Spotify Epic Vs Apple DMA Compliance
Spotify & Epic Claim Apple's App Store Fails to Meet DMA Standards
Technology Reshaping Share Market
How Technology is Reshaping the Share Market Investing Landscape?
Integra Sources
Integra Sources: Custom Project Development Services
Sam Altman OpenAI Investigation Investor Claims
OpenAI & Sam Altman Probe: Investor Mislead Claims Amidst Leadership Turmoil

HEALTH

CDC Advice
New CDC Advice: Seniors Should Get 2nd Updated COVID Shot Now!
Tata Institute Rs 100 Cancer prevention Tablet
Tata Institute's Breakthrough: Rs 100 Tablet May Prevent Cancer Recurrence
Norovirus Cases Surge US Northeast CDC Report
US Norovirus Surge: CDC Highlights Spike in Northeast Cases
Top Healthiest and Unhealthiest Countries
Top Healthiest and Unhealthiest Countries Globally - 2024 Rankings
Best Way to Prevent Gum Disease
What is the Best Way to Prevent Gum Disease?