08 March 2018
Why Your Organisation Needs Live Chat on Website
Introducing any new system can be costly for a business as it can involve specialist engineers to set them up, e.g. BT adding in lines for a new telephone system. Live chat is one of the most cost-effective communications channels to implement and returns great benefits to your organisation.
Most organisations will have a web manager or an IT team that has access to the admin area of the website. We provide the script to copy and paste so our live chat can be added to your site within minutes. Having your own internal team who can implement chat reduces the costs of involving an external web development company. We have been shocked at the extortionate prices some of these companies have quoted for a simple copy and paste job!
The system can be fully customised to your branding. For less technically minded individuals, a simple option allows you to select the colours for each part of your windows and upload your button designs and logo. This easy option allows any organisation to customise the visitor facing aspects; therefore it mitigates any cost of having to outsource this to a web company. For those with a bit more knowledge the advanced options allow you to alter the style with HTML and CSS.
How Live Chat Benefits Your Company
Once chat is available on your website, your visitors will be more inclined to use this channel as it has a higher satisfaction rate than telephone and email. Live chat on website offers an instant method of communication where the visitor is connected directly with a representative. They can converse via text-based messages in real-time that allow the visitor to quickly receive their answer.
Being in chat allows visitors to enquire as they browse the website. This encourages them to ask questions as they come up rather than having to remember everything they want to find out when on the phone or composing an email. Chat can also encourage them to continue with a purchase they are doubting, as they can find out when an item will be back in stock, what material the product is made out of or gain help if they are experiencing issues during the checkout process etc.
This presents representatives with the opportunity to cross and upsell, as they can make suggestions of similar or higher value products if an item is out of stock or the visitor wants advice on what to buy. They can achieve this with the use of Auto-Navigation; this feature will automatically direct the visitor to a page the operator has selected by opening in a new browser window.
For visitors experiencing issues, the representative can use the co-browse functionality to see a replica of the page of the visitor is browsing. Seeing exactly what they are viewing can help the operator to advise more accurately and encourage the visitor to purchase.
Representatives can handle 3 chats comfortably on average, once trained. This can vary as some visitors may be slow typers or become distracted therefore the operator can handle more chats, or if one is of a complex nature they may prefer to concentrate on that chat only. Users can control how many chats they have by switching their availability to reflect their workload. If every operator handles a minimum of 2 chats at a time, the productivity of the chat channel is higher that what is achievable with telephone and email enquiries.
Live chat doesn’t have to cost your organisation lots of money, and once set up the Return on Investment is worth the small amount of time spent setting up an account and customising the chat solution ready to offer your visitors their preferred communication channel.
Click4Assistance has been providing live chat on website software for over 10 years, for more information on the solution, contact our team on 01268 524628.