Live chat software can improve your site’s conversion rate by developing positive connections with your customers. The businesses which offer the live chat option have better sales, revenue, and customer loyalty. Most of the consumers prefer to buy from a company that offers a consistently engaging experience.
Before going into details, let’s have a short but concise introduction about this software.
Live chat software is a service that allows immediate customer support. It works as a messenger between you and your customer. It was first launched in 2002 and is currently developed and offered in a SaaS (software as a service) business model. I just hope that you have got a clue what these software solutions actually do.
For the long-term success of any business, this software really works. It not only helps to increase your web traffic but also increases the chances of selling. A website with positive reviews is itself a gem. These all can be achieved by good communication.
“Intelligence, knowledge or experience are important and might get you a job, but strong communication skills are what will get you promoted.”
In this era of digitalization, customers anticipate getting relevant information at earliest in an effort to make the right decisions.
Recent research on live chat software concludes that customers appreciate quick and accessible support ((McLean & Osei-Frimpong, 2017). Live chat software 2020 statistics demonstrated that live chat is one of the most satisfactory customer support (https://99firms.com/blog/live-chat-statistics/). Many of the companies and online businesses are using this software to enhance their customers’ responses. Some industries are mentioned below which are using this software in their daily operations to get benefits.
. Travel and hospitality
. Medical professionals
. Real estate
. IT solution providers
. Web hosting companies and many more
Reasons to choose this software for your websites are given below:
· It provides real-time customer support.
· It monitors all the activities of visitors.
· It calculates customer satisfaction rate.
· It tracks and records customer feedback.
These all are about customer care services but there are also some benefits which will help you to grow your website.
· It increases sales.
· It improves the market reach.
· It increases customer loyalty towards the website.
· It helps to discover all those problems which customers usually face.
· It helps to generate more web traffic.
· It helps to reduce support expense.
· It helps to get competitive benefits.
But if you think that the only thing you will need is a software plugin to get traffic and the orders then we are sorry you are wrong. There are some remarkable features of the live chat software which helps to increase the engagement rate which results in more and more conversions.
Let’s have a look at all these remarkable features of live chat software which increase the conversions rate
Cloud-based live chat software which let the operators to respond remotely
The term cloud-based service is that service which is made available to the user on-demand via the internet from a cloud computing provider’s servers. Companies typically utilize cloud-based software to increase the conversion rate without having the expensive infrastructure or the support staff. The response is provided remotely and instantly to generate traffic on a website.
Availability of the agent or the offline form approach
The purpose of live chat software is to provide immediate services to your customers. So for accompanying this service, availability of the agent is very necessary 24/7. But it is not so easy to arrange the agent in such a massive number at the start of business. This issue can be resolved to some extent by providing an online form when you are out of the office. In this form, customers may share their contact details or ask the questions.
Setting-up the chatbots
It is one of the most remarkable features of live chat. In this feature, a Chabot is set to deal with the visitors when you are offline. Setting up the chatbots can take the necessary information from the client like their contact number, email address etc. Chatbots are set to answer all the common questions but if chatbots don’t find any relevant answer for any of the particular question, chatbots solution captures the question and the client information for the agent to contact back. The benefit of this feature is to provide a consistent engagement to the visitors from your websites which ultimately increases the conversions rate. Chatbots are also able to record the feedback of the customers.
Integrate your live chat software with your email
Integration of email can also be helpful if you are unable to provide 24/7 customer care service. By using this approach, you can at least check the record of people who are visiting your website when you are out of the office. You can invite the visitors via email to the chat room when the agent is available to answer their queries. It help the website to increase the conversions rate.
Use of canned messages
Use of canned messages can save the time of both customer and the agent. It is the best way to give an instant response to the visitors. But these messages can only be used when it is necessary. Full time engagement with the client is one of the most important key factor to attract the client towards your services.
Create department feature is the best way to separate the chats and users into the logical support groups. Live chat software allows to create as many departments and the chat queues as you want for example you can create the separate departments for the support team and the sale managing team. By using this feature, chats filter and show in a particular department or a chat queue. It becomes very easy for a department to answer the relevant questions which ultimately increases the conversions rate.
It is the most remarkable feature of live chat software which helps to grab the attention of the visitors after getting the expert reviews on their pre-sale queries. Experts with different level of experiences share their valuable ideas in response to a query. Any of the idea can hit the visitor and make him/her surely your customer. Different ideas with all the possible solutions towards a single query in a short period of time increase the conversion rate.
All the above-given discussion can be concluded as:
As we all know that it is not very easy to increase the conversions rate of your website but it is also not impossible. All the remarkable features mentioned above can help you a lot to boost the conversions rate by using live chat software. When you will take advantage of this software, you will definitely feel the change in the conversions rate.