November 15th, 2019
Live support, or "live chat," has become more common on most websites. Customers have many reasons why they hate talking to a person for help for sales or support. Chatting with someone online provides real-time guidance without any awkwardness. Statistics show that more than 50% of customers prefer to chat online rather than utilize any other contact channel. So if you have not considered using live support, here are a few reasons why you should consider it.
Sales
People want direct answers when they ask questions. Live support eliminates any chatter, getting directly to the point. Studies have shown that when customers go shopping online, and they have questions, they may pass up purchasing because they do not want to contact a sales department via telephone or email. So it is quite clear that live support helps with increased sales.
Support
People are tired of sending emails to support departments, especially when they have to wait a long time. Live support provides instant assistance when needed. While it is true that some help may require more time that cannot be handled over live support, most of the time, support can be done in a chat and completed within a few minutes. These same studies also show that customer satisfaction is higher when they have been assisted with their problems via live support rather than contacting a support department either by telephone or email. What’s the bottom line? Customers that have been helped via live support results in faster and more efficient assistance and resolution.
Multitasking
Live support also allows you to converse with more than one customer at a time. Customers will no longer sit and wait on the telephone, only to hang up and look for another company for a product or service.
Competition
Did you know that many companies still do not use live support? What this means for you is having an advantage over your competition. Should your website utilize live help, you will not only be able to reach your customers faster and more efficiently, but also, you may even grab sales from your competitors because customers may pass them up and refer to your website because you have a live person ready to chat with them.
Global Reach
Live chat can literally “open doors” that were once non-existent. Your customer base can reach all around the globe by merely having live support. This is because people will have instant access to a live person.
Employee Review
Most live support software keeps a record of all conversations. This allows you to review them all to determine if any employee has issues and how you can further train them to be more efficient, knowledgeable, and helpful to your customers.
Conclusion
You should be using a live support system on your website to improve your sales and support. Moreover, you need a device for better employee review and training. Live support can do all of this for you. Don’t allow your competitors to have the advantage. If you have not started using live support on your website, you should consider doing it today. If you have any questions regarding this topic, feel free to contact us.