3 Case Studies That Prove Why Live Chat Is A Must-Have for Every Business
In today’s digitized world, decision simplicity is one of the most important things that drive sales. This simplicity comes with the ease of search, choice, and query resolution. The promptness of your response makes your customers feel appreciated and satisfied. It also increases the likelihood of them revisiting your site.
When do customers need support? Before, after, and while making a purchase.
What can you do? Make sure your responses are prompt.
How many customer service representatives do you think are enough to cater to a large set of customers? Thanks to live chat, not many.
Now, you might be thinking, what is live chat?
Live Chat is a smart, customer support tool that can help you cater to the customer’s need for immediate attention. Enhancing customer relationship is one of the key benefits of live chat. Therefore, let’s discuss the importance of live chat for your business.
How Can Companies With Live Chat Support Enhance Their Sales?
The answer is pretty simple. Customer support tools like a live chat for websites can help your customers make faster purchase decisions. When you add live chat to your website, you effectively improve your business in the following ways:
- You can manage multiple customer queries with minimal staff. The Live Chat software offered by ProProfs can help you handle up to 10 customers at the same time.
- You can track your customers in real-time by looking into their purchase and search history.
- You can track the on-site activities of your customers and initiate support when they run into a decision hiccup.
- This online chat for businesses also offers you features like chat reports. It can help you understand the live chat operator activity. Thus, you can identify the training needs of your executives and build a strong solution-driven customer support system.
- You can grow your leads manifold. By providing quick resolutions, you can convert leads to sales.
- By choosing live chat services for your business, you can stay connected with your customers anytime, anywhere.
- Your customers might need support even after their purchase. For example, if they wish to return or exchange their purchased item. A quick resolution here can help you get a competitive advantage over other businesses.
- Thus, when you add Live Chat to your website, you track, manage, personalize, and optimize your customer’s digital purchase journey.
I believe now the concept of what is a live chat, and what is the importance of live chat for your business clear to you. Here are some interesting key data points from a Google studyyou may consider:
- More than 60% of consumers approach businesses during their purchase phase.
- More than 50% of customers prefer calling or talking to a ‘real person’ to get a quick answer.
- The likeliness of a call for customer support is more in case of high-value purchases.
What do you understand from the data above? It surely tells us that:
- Artificial Intelligence (AI) bots are not much preferred
- AI bots provide pre-recorded customer resolutions
- When faced with issues not resolved by the bot, the customers face void state during their purchase phase.
Therefore, customers prefer resolutions coming from a ‘real person’ during this phase of their shopping journey. Live chat services for business can perfectly solve this problem, and thus, delight the customers. Are you convinced about the benefits of live chat?
Here are a few case studies that tell you why you should add Live Chat to your website:
1. ModCloth makes sure you have a good shopping experience
This is a fashion e-commerce brand website. Their interaction with you begins as soon as you open their website. For example, it identifies your location and asks if you wish to continue shopping from that location. Thereafter, it introduces you to location-specific offers.
If you have any queries related to the products and their delivery, you have to go to the ‘chat now’ section. Its prompt and intelligent responses make it one of the best companies with live chat support.
2. HP is concerned about prompt customer resolutions
HP is a renowned brand. It is a one-stop shop for laptops, desktops, printers, and their accessories/refills. The company has a specialized Live Chat service, where customers can choose among various departments like support and troubleshooting, spare parts, product services, returns, etc.
For US residents, this Live Chat for website feature is open between 8 AM to 2 AM, throughout the week. There is also an HP community link, where customers can discuss tips and solutions from other HP product users.
3. Template Monster helps its customers make the right choice
This website provides one of the best answers to the following questions:
- What is Live Chat?
- What are the benefits of Live Chat?
- Why should you have an online chat for business?
This is an e-commerce platform that helps you choose the perfect template for your CMS (Content Management System). If you look at this website, it has perfectly understood the importance of Live Chat. It’s Live Chat tab, has a green indicator that light up when there is someone present at their end to help you make your choice.
It uses a creative agent photo that smiles with your click. Its Live Chat section is divided into three categories, viz, consultant, support, and billing. This helps you in choosing your product, provides assistance to existing users, and helps you check out trouble-free.
Do these examples convince you to use online chat for business? These case studies show that companies with live chat support offer greater decision simplicity. A Live Chat service for businesses is a boon for your customers, as it saves their precious time.
A business with ambitious sales and strong customer relationship plans will surely understand the benefits of Live Chat. Therefore, Live Chat for websites is a must-have for every business.