Why Your Business Needs Live Chat
According to Big Commerce, eCommerce conversion rates are 1%-2% on average. This means that for every 100 visitors to the site, up to two of them actually make a purchase. Live chat can help boost these rates with an average increase of 8%-20%. At alldayPA, we ensure that your live chat is managed 24 hours a day, 365 days a year by our highly trained agents.
So how can live chat services improve your customer service?
Having a live chat service helps customers find anything that they’re looking for, it allows you to be there for reassurance and limit the number of abandoned shopping carts on your site. It is convenient, not just for your business but also for your customers, they frequently prioritise convenience – if it makes their lives easier then they are more likely to return to your business.
Live chat services allow you to reach multiple customers at once, using just one employee. One live chat agent can talk to up to 6 customers at any one time, something which isn’t possible on the phone with one call handler. This multitasking doesn’t just benefit the employee, it also allows the customer to get more done whilst they’re talking to a live chat agent, this is one of many reasons why they prefer live chat over phone calls. The time spent on ‘hold’ waiting for an agent to become free is kept to a minimum which improves customer satisfaction and encourages repeat custom.
Customers expect a quick reply and are more likely to return to a company’s website if they can access customer service in an efficient manner. Live chat also encourages engagement as your business is approachable, easy to contact and actively encourages customers to ask questions. Prepopulated answers can be used to answer frequently asked questions quickly and confidently, meaning the live chat agent can complete customer queries efficiently.
Live chat also enables your business to access valuable information like which pages a visitor was looking at, any previous chat transcripts and how long they spend on each page. This type of data will enable your business to consistently improve and develop the website in order to make it as user-friendly as possible whilst also monitoring what products sell the best.
Automated chat greetings can be used to welcome the customer and ask them if they need any help, just like in a store. They can also be set up to pop up at popular pain points and offer assistance to the customer, these can be implemented in instances such as when the customer first visits the site as well as if they’re spending an unusual amount of time on a particular page. This automatic assistance shows the customer that your business cares and has noticed that they may need help, this will improve trust and encourage them to visit your site again!
Setting up with alldayPA couldn’t be simpler, you just drop a small piece of code into your website. Once this is set up, our PA’s will manage any chats that come through. When the chat is complete you’ll get a full transcript along with a name and an email address from the web visitor. All chats are handled right here in the UK – we never send chats overseas.