Click4Assistance glyph Flower shape graphic Rectangle shape
06 January 2014 | 4596 views

Can Your Company Afford Not To Invest in Website Chat Software?

Can Your Company Afford Not To Invest in Website Chat Software?

There are a variety of customer service options available to today’s businesses, with one of the more recently developed being website chat software.

How, though, can our unique customer service technology benefit today’s business world?



It offers a convenience for customers

One of the things that consumers have always largely disliked about service is the waiting. Typically, putting a call through to a call centre can lead to queues, unclear lines and (worst of all) hold music. A live chat system takes away the latter two, and can substantially reduce the third. All conversations are clearly displayed (customers can refer back to earlier transcripts if they need to), queue times are often much shorter than those in a traditional telephony centre, and customers can multi-task whilst continuing to chat. Indeed, a recent survey showed that 44% of online customers thought that having questions answered by a live person during an online purchase was one of the most important features that a website could offer.

 

It's often cheaper for the company

In these days of financial austerity, anything that helps a company offer the same service but at a lower cost to them is invaluable. Live chat software can do exactly that. Typically, it lowers the cost of the average interaction between customer and staff, and also allows live chat representatives to handle multiple chats at the same time, drastically improving efficiency. (And, linking in with the above point, it also cuts down on the customer waiting time).

 

Live chat can increase sales

The object of any customer service system is, of course, to increase profits. A study in Forbes magazine showed that the installation of a live chat system had led to both higher customer satisfaction scores as well as a double digit increase in converted leads. There are a variety of reasons for this, with one of the most obvious being that if, at any point, the customer has a question about the sale, they'll be able to have it answered immediately.

 

It sets a company apart

Currently, there are still many businesses in the world yet to invest in website chat software. This gives a company the chance to get the edge on their competition. It's also worth remembering the fact that more and more people are now conducting their shopping online, with almost no limit as to the industry. To invest in a live chat system is to set your company apart from hundreds of others in the same sector.

 

It taps into customer pain points

A 'pain point' in business terms is a frustration or need that a customer has that has yet to be fulfilled. Live chat gives companies the chance to access these pain points directly; customers are likely to state if they have any concerns about a product (such as how it might perform, or if it could be sold a little bit cheaper), and the sales representatives can ease these concerns straight away. As well as helping to make the sale itself, this can also enable companies to legitimately improve their processes by taking on any pieces of feedback that are regularly voiced.

 

Conclusion

Live chat remains one of the most exciting positive additions to any company’s customer service arsenal, and is worth serious consideration! Contact Click4Assistance for more information on our website chat software packages.
 

Popular Blogs

Top 10 Most Powerful Chatbots In The World 16 Oct 2024

Top 10 Most Powerful Chatbots In The World

Is it time for your business to tap into the power of chatbots to solve customer queries? Absolutely. Click here to discover the best chatbot builders on the market in 2024.

Read more
9 technology insights to help your business thrive in 2025 18 Dec 2024

9 technology insights to help your business thrive in 2025

Discover the innovations set to change the business world in 2025, including advanced AI, the rise of edge computing, and challenges in selecting solutions that will have beneficial corporate outcomes.

Read more
How Live Chat Integration Can Improve Support Services for People in Need 12 Mar 2025

How Live Chat Integration Can Improve Support Services for People in Need

Discover how live chat integration enhances support services for people in need, providing instant, accessible, and empathetic assistance for those facing challenges.

Read more

Find out more

Live chat dashboard with chat window example

Live chat

Learn how live chat can help empower your organisation.

Find out more
Coni chatbot live chat support Arti AI for live chat business support

Chatbots & AI

Learn how chatbots and AI can help you engage with your audience.

Find out more
integrated omnichannel communications

Omnichannel

Connect with your audience using multiple omnichannels.

Find out more

Discover more

Want to see how live chat can work for your organisation?

See examples of web chat and chatbot implementations for your industry. Be inspired by how other companies in your sector use live chat!

Download web chat and chatbot examples for your industry

Embrace new ways of engaging with your audience!