09 Dec Live Chat for Small Business Impacts Customer Satisfaction
Customers expect great customer service more than ever, and Live Chat is one easy way for every type of business to unintrusively address the concerns of their clients through the sales process. As its scale of use increases, it’s more crucial that Small Businesses understand Live Chat and how to incorporate it into their web presence. Shoppers increasingly demand digital tools from their Small Businesses to better get closer to them, and consumer behaviour is slowly but surely pushing small businesses into a digital future. Live Chat is now an essential tool for any business to be accessed by its customers, so if consumers want to do more business local, isn’t it the responsibility of Small Businesses to deliver them the best possible ways to communicate?
What Is Live Chat?
At its heart, a Live Chat is a Call-to-Action, something on a website or landing page that encourages web surfers to click and proceed down the sales funnel any particular business might construct. In this case, a customer’s ability to open a Live Chat can be significant to their willingness to purchase a product or book an appointment online. As chats have become a fundamental means of communication for many personal communications, and customer service for most major corporations, so too can Live Chat incorporate crucial customer relations functions that small businesses need to deal with their hyper-networked consumers.
When one understands the process of a live chat, it’s easy to understand why they’re so helpful in assisting customers. As a customer opens a live chat, they’re instantly connected with a customer service representative or local business staff member. From there, they can get the direct answers they need about products or services, without being distracted by a phone call. This is a critical tool for small brands to connect with consumers across a country or even continents, and it’s especially important for small businesses to incorporate this solution with ease in order to compete with larger retailers and brands.
Live Chat’s Outrageous Effectiveness
When a customer lands on a webpage, they need to be presented with relevant information and actions that follow through with what brought them there. With a Live Chat, potential customers are able to begin a conversation with a business at a click. It’s long been known that 90% of consumers consider it helpful, while 62% say they are more likely to purchase from a site with Live Chat, and 38% directly credit Live Chat for closing a purchase they have made in the past.
Ultimately, understanding that Live Chat opens a chat window for customers is simple, but in its simplicity lies its power. Consumers themselves attest to that in how it modifies their behaviour and pushes them to visit and convert. The ability to create simple conversations is something that Small Businesses fundamentally understand as crucial to generating sales to begin with. Live Chat is a relatively passive and inexpensive tool, and only requires the vigilance of an employee on the other end that may typically be taken up with the tedium of a phone call or the elaborateness of a personal interaction. While it saves time, it helps generate more sales, and can even be incorporated to evaluate design and get feedback on your website and its performance.
Is Live Chat set to take over?
The effectiveness of live chat in getting information to customers and converting traffic into sales ought not be underestimated. Indeed, larger companies are taking notice and seeking to disrupt the market. Google is considering adding Live Chat to all of its Business Pages, and Facebook is considering expanding its chat features to businesses all the same, as well as using it as a means to monetize Whatsapp since its purchase in February 2014. Small Businesses have plenty of options in front of them when deciding how to connect with consumers, but will they choose “big-box” style solutions, or go with integrated systems that incorporate other Calls-to-Action and get the most from their customers?