Live chat has become a must-have these days. While more people might be making the transition to online shopping, they still expect excellent customer service. If anything, because they physically can’t talk to a representative, they might actually expect even better customer service. That’s why you should give them live chat. Let’s take a look at why your customers want a website chat service like live chat.
The majority of customers’ frustration when it comes to online customer service is wait time. Waiting on hold on the phone. Waiting for a response to an email. People don’t like to wait. With live chat, your customers don’t have to wait. In addition, after engaging with them and making initial contact they are more likely to stay on your website which increases the chances that they make a purchase.
Another benefit is that live chat is a completely free service for your customers. It used to be that if you were looking for a speedy response from a website you would have to pay a fee to guarantee a quick response time. Not anymore though. Live chat allows instant communication at no additional charge to the customer.
The purpose of a live chat operator is only to assist a customer with their experience. They are not there to try and sell or upsell and there is no obligation to continue the conversation after everyone’s questions have been answered. That puts less pressure on the customer to initiate contact or to even make a purchase.
Your customers want live chat, so what are you waiting for? If you are worried that you don’t have the time or the staff to commit to it, let us at Digital LeadSource help you. Contact us today to learn how we can run your live chat for you and to start your 30-day free trial.
