5 Reasons Why Your Business Website Needs Live Chat

Businesses thrive on communication. If a consumer cannot reach you or your team, they will quickly get annoyed and disillusioned. Similarly, if they have to jump through hoops on the way to getting in touch with you, they are not likely to be too pleased, either. Live chat provides the solution here — offering crisp, real-time communication that your customers will love. Let's look at five reasons why you need this technology on your website.

1. User experience is a key battleground

Businesses have always been competing with one another to grab the attention of customers, and to keep that attention. Today, in the online landscape, one of the key areas for this competition is user experience, which has usurped almost all other types of perceived value. Research suggests that 86% of buyers now say they are willing to pay more for great service, while the reduced bounce rate associated with a high-quality experience could even help your site's SEO. This underlines how important the user experience has become.

While deploying a contact telephone or email address was once sufficient to provide this level of service, this is no longer the case. Customers now expect more from the businesses they work with. Live chat helps you fulfil those expectations, answering customers' queries without delay. A great example of this is found at travel aggregators Travelocity, who offer live chat capabilities via their customer service portal.

2. Once your customers go, it's difficult to bring them back

There is a high-stakes element to customer experience. If a bad experience forces your customers to head elsewhere, you are going to have to work harder — and spend more money and resources — on bringing them back. This is simply not an effective use of your time.

Live chat is a crucial weapon in your arsenal as you seek to avoid this costly situation. By providing the right support to your users, you are helping to make sure they stay on your page and do not have their heads turned by other competitors in your field.

3. Conversion rate increases

There are plenty of different metrics you can use to measure the success of your business, and, of course, most of these are valid. However, it can't be denied that one of the most exciting — and the most useful — metrics out there is conversion rate. You need to ensure that all of the actions you take are helping you to build towards increased conversions and boosted revenue growth.

It is estimated that around 88% of consumers will conduct online research before they make a purchase. This puts consumers directly in contact with your live chat tools. If you can provide the guidance and advice customers need via this live chat, you are encouraging your customers as they move through the conversion funnel and bolstering conversion rates in the process. Chatbots have been highly adept in this area — for example, car manufacturer Kia discovered that their chatbot was achieving a 21% rate of conversion, compared to only 7% on their standard site.

4. Increased long-term value

We've already talked about how important it is to retain your customers in the long term, but, in fact, you need to do more than this. Your website's design, functionality and structure need to be actively geared towards driving long-term value from these consumers — not simply preventing them from heading elsewhere but instead fostering a solid level of engagement.

Again, live chat tools are crucial here as they enable gentle nurturing and support throughout the customer journey, right through to conversion and way beyond. This is particularly true on some high-traffic casino websites or major eCommerce players, where individual consumers can sometimes become lost in the swell.

5. Better morale and support for your teams

It's easy to forget about your team members as you pursue long-term engagement and value from your customers, but spare a thought for the hardworking staff in your office. They need the tools and resources required to do their jobs well. They also need to feel like upper management is taking care of their needs and wellbeing.

This makes live chat very important for your website. Team members now have the capability to meet customer enquiries with swiftness and efficiency, freeing up more time that can be spent on tasks more suitable to their skill sets. In turn, this helps you to build a team with a lower level of turnover, providing a solid foundation for your business.

Don't overlook live chat for your website

Live chat may seem like a minor addition to your website, but it can make a world of difference for your customers. Don't overlook this crucial aspect of web design.

Business News

The Key to Efficient Communication in the Workplace

In today's fast-paced business world, effective communication is crucial to success. Business phone systems have evolved to meet the needs of companies of all sizes, with various features that allow...

Hashtag.net.au - avatar Hashtag.net.au

5 Basic Needs to Successfully Start Your Business in Sunshine Coast, Australia

If you are starting your business in Sunshine Coast, Australia, there are some major basic rudimentary needs you must focus on. Starting a business is great, but without a proper strategy, your star...

Hashtag.net.au - avatar Hashtag.net.au

The Best Customer Experience Strategies You Need to Know

In today's competitive business landscape, providing a great customer experience has become a key differentiator for companies across various industries. A well-crafted customer experience strategy ...

Hashtag.net.au - avatar Hashtag.net.au

Modern Office Spaces Are Changing: How Flexible Workspace and Office Furniture Can Help You

If you have plans to revamp the entire interior atmosphere of your workspace. You might face problems making the right decision. As office improvements are undoubtedly time-consuming and daunting...

Hashtag.net.au - avatar Hashtag.net.au

The Impact of Sydney's Culture on Graphic Design Trends

Australians have always significantly impacted design history- at home or worldwide. Design has always taken the back seat in Sydney, from fashion to products. It can't be denied that the professi...

Hashtag.net.au - avatar Hashtag.net.au

Scaffolding Safety Tips: Important Do's and Don'ts

In the construction industry, falls are among the main causes of injuries and deaths worldwide on a yearly basis. And a large percentage of such accidents are coming from scaffolds. Therefore, wor...

Hashtag.net.au - avatar Hashtag.net.au

Health & Wellness

Experience Relaxation and Rejuvenation: The Best Massage Services in Toorak

Hashtag.net.au - avatar Hashtag.net.au

Finding time for rest and renewal in the fast-paced world of today is crucial to preserving general well-being. The power of massage therapy is one of the best ways to relax and restore your vitality...

Warm & wonderful: how to protect the elderly during flu season

Hashtag.net.au - avatar Hashtag.net.au

Flu season can be a wild time for anyone let alone our elderly citizens. Winter’s onset provides an increased risk of flu, especially as the cold weather makes it more difficult to clear our sys...

A great job: how disability support workers help with daily life

Hashtag.net.au - avatar Hashtag.net.au

Disability support is a truly rewarding and satisfying position. You get to help those who require different levels of assistance and meet some truly amazing people in the process. This role is a li...

Essential Tips To Prepare For Your Breast Augmentation Consultation

Hashtag.net.au - avatar Hashtag.net.au

To undergo breast augmentation surgery is a big decision, as it involves a surgical process, dedicating time to recovery, and altering your physical appearance. However, before undergoing any plas...


Content & Technology Connecting Global Audiences

More Information - Less Opinion