Why does live chat improve a website?

Live chat is an indispensable addition to websites. 73 percent of customers find it the most satisfactory way to communicate with companies. And those who use it spend up to 60 percent more on purchases than those who don’t.

But why is it so effective in meeting website visitors’ needs? Let’s take a look.

Immediate answers

Live chat improves websites by providing users with immediate answers. Instead of filling out standard contact forms and then waiting for support staff to respond, they can simply “text” the business and get answers in real-time.

From a conversion perspective, facilities like this are indispensable. Agents can help customers overcome pain points as soon as they arise, explain products in more detail, and give them additional reasons why they should buy based on their context. With the proper authority, they might also be able to offer incentives and discounts to capture business.

If a product or service doesn’t appear to meet a visitors’ needs, they can ask reps about it first instead of clicking out of the website and going to a competitor. Firms using Click4Assistance’s best live website chat service can provide customers with mini-presentations and explainers inside panels next to website chat boxes, furnishing them with bespoke information and marketing.

Many companies have found that implementing live chat solutions on their websites dramatically improves outcomes. Virgin Airlines, for instance, managed to boost conversions by an impressive 23 percent after deploying live chat. And Intuit, owner of Quickbooks and Mint, increased its conversions by more than 190 percent after doing something similar.

Improves Trustworthiness

First-time website visitors don’t always trust you. You might be an established company with an excellent reputation among your client base, but if they are encountering you for the first time, they will still wonder if you are legitimate.

Adding live chat to your website is one way to achieve this. When customers can contact reps directly, your firm feels more reachable. Your online storefront (also known as your homepage) isn’t merely passive. Rather, there is someone they can talk to at any time to assuage their fears.

Forward-thinking

Lastly, implementing live chat is also an extremely forward-thinking strategy. While baby boomers and Generation X grew up phoning businesses, millennials and Gen Z never did that en masse and much prefer to text. The thought of calling is almost sacrilege.

Until recently, most firms neglected this idea. But now many are coming to see that it is a point of competitive advantage. If their customers can text them, they are much more likely to get in touch, opening up a host of new marketing and conversion opportunities.

Live chat is forward-thinking for another reason, though: it reduces the need for reps to repeat the same lines to subsequent customers. Agents can simply cut and paste standard answers into chat, or bots can do it for them, boosting morale.