Why Live chat is important in a website


Research says- “70% of online consumers say that having questions answered by a live agent while in the middle of an online purchase is one of the most important contributing lead conversion factors a website can offer.”

So, live chats do improve and increase the sales volume. Wait, but what is live chat? The name gives a blurry idea of what it is but we have ‘chatbots’ then why do we need ‘live chat’? well, in simple words when an actual person responds to the queries of the customers using website, that is called live chat. It is more lively, humane and engaging.

Customer service gives wings to your business to fly and reach heights. Even a person who is not related to business or marketing knows how much important quality customer service is. It also makes your customers more loyal.

According to a survey of American online consumers, 68% visitors engage in live chat and 63% prefer getting back to a website with live chat for repeat purchase. This makes everything pretty clear. And that’s why almost every E-commerce website is using this feature. Live chats has many benefits, let’s discuss them one by one

Real Time Convenience to Customers

They say machines are replacing humans but there’s one thing machines do not have- emotions. Sometimes customers want answers to their questions, but they expect a person to answer it. Machine generated answers are not always a problem solver.

Live Chat Saves Money

Best thing about live chats is that the chat agents can handle multiple chats simultaneously, thus one agent can help you with all the work. Sometimes the customers pick wrong item and want it returned. This return process is costly and time consuming but with the help of live chat agents the customers are able to pick the right product and this eliminates replacement costs.

Get advantage in this competitive world

every E-commerce business is looking for opportunities to enhance their business, to stand out of the crowd and look different. Providing customer services can strengthen their position in the competitive world. Many big corporates like Apple, SKY and many more are using live chat.

Increase Conversions and Sales 

live chats helps in more conversions. For instance, you are in a supermarket looking for the product to buy but you just can’t find it. but then the employee at the supermarket arrives and gets you what you want and also explains you the different features of different brands. Nice right? Employee helped you get what you want, just like that, live chat agents help you with what you want in no time. This increases the sales volume because your live chat agents becomes the employee of the supermarket to your customer.

Build long-term relationships with customers- customers can interact, ask queries any time they want and get reply. This build confidence in the customers and hence build a long-term relationship with the customers.

These points prove how much live chats can be helpful for your business.

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