Why Web Chat Services are a Good Idea

September 30, 2016

Have you ever considered implementing web chat services into your company website or e-commerce page? It may seem like something people don't often use, or just find annoying, but that could be because these web chat services weren't deployed in the right way. In fact, consumers actually like a live web chat, once they have used it. A 2010 Bold Software survey that more than two-thirds of consumers actively look for websites that provide a web chat after they have used it once before. In addition, 77% of those who used live chat agree that the channel positively influenced their attitude about the retailer. Besides that, here are more great reasons why web chat services are a good idea:

Web Chat Services are Great for Generations Z and X

The younger generations are much more comfortable and accustomed to typing as talking, versus actually speaking to someone on the phone. If Generations Z and X are part of your target demographic, then adding web chat services to your website may increase engagement and conversions from younger folks. If the younger generations aren't in your target demographic, or aren't the main people by purchase your product/service, then consider adding an incentive with the live chat. For example, a recent study found that 80% of shoppers said that a free shipping offer would encourage them to use live chat services instead of email or phone, while 74% said an invitation with a special purchase discount would encourage them to start using live chat. Getting a purchase at a discount is much better than no purchase at all, or wasting your money on web chat services that aren't delivering the results you want.

A Live Web Chat Gets In Touch with the Potential Customer Instantly

Web chat services will allow you to get in touch with your potential customer almost instantly. If that potential customer is browsing providers, or is simply looking to see what's out there before making any sort of purchasing decision, then that instantaneous connection could mean that this potential customer chooses you over the competitor. A live web chat could be vital in booking an appointment, getting questions answered, or even engaging a customer that might otherwise abandon the shopping car or is experiencing an error. Having a live web chat available to aid a potential customer, or to "come to the rescue" can increase sales conversions. Also consider a live web chat as a way to upsell or to cross-sell.

Don't be Too Aggressive with Your Live Web Chat Services

Think of a live web chat as the online version of a store clerk at your local retailer. When you visit that local retailer, most of the time you want to be left alone to browse, or you know exactly what you need and don't need any help. Because of this, having the store clerk ask if you need any help can be a bit annoying. The same goes with a live web chat. Consumers prefer a web chat services that they can close, or decline, on their own. Ones that are aggressive or prompted without initiation from the consumer are irritating and intrusive, much like that store clerk who asked if you needed help. When implementing web chat services, be prominent and welcoming by coming up at the right time (such as an error or after a certain amount of time on the site) instead of right away.

Web chat services essentially provide more personalized, one-on-one services, something that's difficult to offer online but is great for any brand. You can have customers engage with your brand on their terms, while being able to engage with them when they perhaps need help the most.

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