Odds are, if you’re reading this post, you have a website. And that website is meant to make money.
There’s one big problem:
On average, site visitors spend 59 seconds on your website.
Ugh. All of that time and money spent on the details. The design is amazing! The copy is so tight. The content is remarkable. What gives?
The truth is it’s impossible to design an experience for everyone. Putting the right content in front of the right visitor at the right time is hard. That leaves site visitors with unmet expectations. Without knowing where to go to find what they need, they bounce.
The good news: You can solve this problem with live chat.
Here the five reasons you should have live chat on your site.
1. Higher E-Commerce Sales
The oddity of our increased social lives, digitally, is that people no longer want to talk to someone, physically. Marry that with the progression of people to buy everything online while brick and mortar stores close daily – and you have digital consumers who want digital support. En masse.
Zendesk and Zopim created a great infographic based on a joint study and found 83% of customers require some type of live support when making online transactions. Further, 44% of consumers say having a live person answer their questions is one of the most important features a website can offer.
2. More Qualified Leads
Not everyone’s website is transactional, but even the purely informational sites still need to bring home the bacon. Bacon = leads.
From experience, we’ve had live chat on our site for just over a week. We’ve had 50+ conversations and 10 turned into qualified opportunities.
These individuals knew about us, but had specific feature questions they couldn’t find answers to. We were able to quickly help and qualify if it was a fit or not. It’s a small data point, but I’m happy to have 10 extra qualified leads. I’m also learning about what the website isn’t effectively communicating.
The Chat Shop studies chat conversion and best practices, and their research shows its importance:
“61% of B2B marketers send all leads directly to sales; however, only 27% of those leads will be qualified.”
I would rather have a tool that gives us the ability to qualify or disqualify leads in seconds than pay a boatload of money towards programs that don’t have proven ROI.
3. Better Customer Experience
A recent study by Software Advice checked how satisfied customers are by customer service channel. The Winner? Live chat.
It has the highest satisfaction levels for any customer service channel at 73%, compared with 61 percent for email and 44% for phone.
Answering your customers questions in real-time is extremely useful and creates a great overall experience. While most companies are learning to differentiate based on customer experience, this is not a channel to be ignored.
4. Millenials Demand It
That same Software Advice study found important information about millenials:
“Regardless of the nature of the nature of the question, 56 percent of respondents aged 18-34 prefer live chat to phone, compared to 27% of respondents aged 35 and up.”
It only makes sense that those who grew up in chat rooms and on AIM now want to chat on websites to get real-time answers. As they continue to age they won’t stop wanting to chat.
It’s a necessary change to better serve younger users today, and for the future of your business.
5. It Lowers Costs
While live chat will help you make money, it’ll also help you save money. It’s quick and easy to set up and start talking to customers, it shortens response times, and you can create canned responses to make your team more efficient. An Aberdeen Group Report showcased:
“On average, companies that use live chat save up to 50% on support costs.”
Live chat helps you become customer-driven and responsive to their needs.