Increase sales by adding live chat to your website
In this digital world, speed is king. From instance shipping to immediate access to product or service, customers want everything now – and usually, they will get it. However, when it comes to customer service, this is not the same case. Research shows that the average response time for customer service requests on social media is 10 hours. Email response times take longer than 12 hours!
This really can be a big issue because delays like this will lose your customers. Then, how can you respond quickly to your customers?
It’s simple – use live chat.
Live chat apps enable you to have real-time conversations with your customers while they’re on your website. Customers love it because it’s faster than any other digital service channel, also it’s quick and convenient. Facebook Messenger can be an effective way to stay connected with them, drive sales, and deliver the personal touch normally associated with shopping in-store. Let’s drive in to see how you can increase sales by adding live chat to your website.
Live chat drive sales by shifting customers from consideration to action
When your customers are in your store looking for a gift or things that meet their needs. They can feel stressed out and on the verge of frustration among the various stocks in the store. You can save the day by asking if they need help and directing them to the perfect gift. Facebook Chat Box provides this same type of experience.
This gives you a direct way to high-intent customers at crucial moments in their purchase journey. Site visitors who use webchat are more likely to convert than those that don’t and half of US online adults will abandon their purchase if they can’t find a quick answer to their question. Sequentially, if you don’t have clear communication with your customers, you risk losing sales.
Provide smoothly and affordable real-time customer support
Messaging has become an essential part of our communication, people use messages every day, and this number is only increasing. Live chat solutions can help you to answer questions and provide customer support after the sale is made. This serves your customers because they can ask a question without the bother of finding a phone number and waiting on hold. It also makes your business more efficient and saves time because you can chat to several customers at once.
Being able to handle several customer chats at once means you only need a smaller team to handle customer service requests, this will cut your support costs as a result. Not to mention chat through Messenger cost less than handling phone calls.
Build long-lasting customer relationships
Consumers are naturally feeling skeptical of buying things online from people they don’t know. It’s human nature. But, with live chat, you can have a direct conversation with your buyer that allows you to build trust and close the gap between online and offline purchases.
Trust is extremely important in the business world. If a buyer doesn’t trust you, they won’t provide their contact information or share their personal details. Positive interactions can also add a bit of delight to your customers’ day. And with live chat, the experience will feel more personal and convenient, since they can connect with you using their real Facebook identity. Messenger also allows you to continue the conversation through your Facebook Page Inbox, while customers can pick up the conversation in their Messenger app, even after they leave your website.
Stay connected with visitors
Not everyone who visits your website for the first time will buy from your store. So, if the visitors use live chat, you can collect information about them – and turn them into leads. Before a live chat session begins, ask the visitors for their contact information. Not only does this help in identifying a target customer, but by asking for their name you can provide a more personalized experience.
If the chat user isn’t a customer, you now know who they are. Use this to your advantage and ask them if they would like to receive news and promotional material as part of your email marketing strategy. They may not buy from you today, but by having their contact information you can convince over time that your product is the right fit for them.
Another benefit of using chat is that even if you’re unable to collect contact information the first time around, consumers are more likely to return to a website that offers live chat. So, rather than communicating with anonymous visitors, you will be speaking with engaged prospects instead.
Improve website experience
With live chat, your customers no longer have to stop what they’re doing and pick up the phone or send an email when they have a question. Instead, they can have their questions answered immediately by a live person.
This is important – especially when it comes to purchasing or subscribing to products online. Forrester Research found that 57% of customers abandon their purchase if they can’t get their questions answered quickly.
Besides, the same study found that 44% of online consumers rate having their questions answered by a live person while in the middle of purchase as one of the most important features a website can offer. While improving the website experience helps customers, the business benefit here is that customers that use live chat on a website are 3 times more likely to make a purchase – making a positive impact on your bottom line.
Final thought
If you want to succeed in business today, you can no longer ignore live chat apps. Using live chat, you can communicate with your customers in a channel they prefer and use that to provide an unforgettable experience. If that’s not enough to convince you of the benefits of live chat, you will also decrease support costs and increase average order value and overall sales.
For more tips on improving your store, check out our other articles here on Autoketing.
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