website live chat

Should You Add Live Chat to Your Website in 2021?

When navigating a company’s website looking for support, how often have you been given the option to “live chat” with a customer support representative as an alternative to calling a 1300 number?

Big companies and many others have been offering live chat support for a few years now and for 53% of customers chat  – also known as “instant messaging” – is preferred. Who wants to wait on hold for 20 minutes to speak with a support representative, anymore? 

Instant messaging is a better way for companies to communicate with customers, but customers aren’t the only ones who can benefit from live chat. Marketers too can see a huge increase in leads and sales. 

Here in this blog, we will mention the top best live chat practices that can help you to deliver great customer service and experience.

Place your live chat window in the right corner

In order to deliver great customer service to your customers, you need to first start thinking like a customer. This is the first successful live chat practice for customer service.

To enhance the customer experience of customers with live chat software, make live chat available on the right side of the page. So that, when a person opens up a window on your site; before going any further, he/she will go with his/her instinct. This means they will do what they like to do.

Again, it must occur in an easily visible area. Keep a little but bright button to click on the chat window. This colorful bright button will always catch eyes without irritating them for scanning the whole page to find other things. Because, it is important to keep options for your audience to connect with you, but the more important thing is to give them time to get interested in it.

Presence of chat window on every web page

As per statistics provided by some surveys, “63% of customers who chatted said they are more likely to return to the site, and 62% reported being more likely to purchase from the site again.”

All these show how much important it is to install live chat window on every webpage. Because, it happens most of the time, that some of the visitors reach directly to a page of your site, which is not the home page. In that case, you may miss the chance to get in touch with them.

Implementation of live chat software makes customers happy and finally boost your conversions and sales.

Take the first step- customer attention

CUSTOMER ATTENTION! You heard me right. At times, it happens that your customer is roaming around your website aimlessly without knowing where to start or where to find the right information he requires.

After a while, when your customer fails to reach the right location or web page, he simply leaves. Congratulations! You have one more drop out.

But, you didn’t do anything. Right? Thankfully, that’s the big mistake you just committed. You have failed to grab the attention of your customer when it was needed the most.

Take the first step. Automate the first approach of the live chat tool which will pop out chat window exactly when your customer seeks it. I bet you already know the stat which says that it takes twelve positive and happy experiences to make up a single negative and unresolved experience.

Communicate in a smart way

The most important live chat practice is to send out messages with quality content. You may lose the customer if you don’t give the proper response to the customers.

Do you know that last year, 67% of global online users hung up their phones as they failed to reach a real customer care executive at the end? Research data says that none of them had waited more than 2 minutes.

Moreover, 80% of the global users believe that smaller companies are doing far better than larger brands.

It is very important to take care of a few things to make communication crystal clear.

  • Read customers’ messages clearly
  • Give proper and accurate responses
  • Give detailed solutions
  • Use principles of good handwriting
  • Proofread before sending

The human effect

This is also one of the most significant live chat practices for customer service.  Many live chat agents find it difficult to understand and communicate with the customers in a cheerful tone.

I have mentioned some tips on how to create a more human connection over live chat:

  • Personalised Chat – By starting a chat using a visitor’s name, you can personalize your greeting and responses.
  • Make a connection – Use customer service representatives’ names and photos so that customers get a human connection and this will build trust and makes the communication smoother.
  • Be positive and friendly – It is very important that you always stay positive and friendly in a live chat. Use positive tone and voice so that it doesn’t seem rude to the customers. Make use of exclamation points in your greetings.

Low response time

Get this straight. 75% of customers still believe, in this digital era, that it takes too long to reach a service representative. A high response time leads to high abandonment rates and live chat is the best communication software to overcome this gap.

In today’s fast-paced world, no one likes to wait. Customers expect an instant solution to their queries. Through live chat, you can slash your average response time down to almost an ‘instant replay’ level. The current standard is less than a minute and you can still push it down further with the help of live chat tool.

With live chat software, an agent can instantly reply to the visitors and thus this will reduce response time. Even agent can proactively start the communication with the customers and can suggest them the products based on their purchasing behavior. This will boost the conversion rate and sales

Remember, your customers are your most important asset. Don’t make them wait. Call 1300 025 100 to organise your website live chat now.