For many businesses, live chat is becoming the preferred way of communication due to its speed, efficiency and convenience when dealing with customers’ enquiries. According to SuperOffice.com, 41% of customers expect live chat on a business website and 50% now expect it on mobile sites. With many people cautious when giving mobile phone numbers to businesses, live chat offers a solution for customers and companies that works better than the more traditional channels of email and telephone. Below we look at some reasons why.
With many people cautious when giving mobile phone numbers to businesses, live chat offers a solution for customers and companies that works better than the more traditional channels of email and telephone. Below we look at some reasons why.
With live chat, you can be available 24/7 to support your customers and give them the service they need. This gives you an opportunity to build an intimate relationship with your prospects, increase the amount of prospects you speak to and have the potential to convert them. Agents on live chat are able to pick up trends, understand who their audience are and feedback what they learn about their customers. This is beneficial to the marketing team as they work on strategies to appeal to specific customer groups.
However, the advantages of live chat go far beyond just being an effective communication tool. In Digital Marketing, we love to track and convert leads which live chat allows us to do successfully. One of the things you can find out is how customers have connected with live chat in the first place – which could be from either a search engine, social media page or directly via the website. Finding this out gives you the opportunity to measure the source they came from and improve any that is not performing as it should be.
One of the key things live chat also allows you to do is collect data such as the times customers interact the most, the location they’re contacting from and how often they’ve been in touch. This also gives marketers an opportunity to segment and target customers better in future as you know precisely who is likely to visit your page, when and how.
Live chat is also very cost effective as businesses do not have to spend much to have a yearly subscription for a number of agents to log in and chat to customers all at once.
So, it’s clear to see how useful and beneficial live chat is and what it offers to your marketing.
If you have any further questions or would like to see if our team can help you implement live chat, contact us here.
Digital Marketing Assistant
0161 236 5794