With this article, we'll take a closer look at the benefits of live chat for your business and your customers.
What is live chat?
Today's world demands a positive and communicative customer experience. Businesses can no longer remain uninvolved in the digital space. Live chat software connects businesses with customers in real time, driving sales, growth, and strengthening customer satisfaction. It allows your business to have a quick and optimal solution ready for any user inquiry, problem or general concern.
4 reasons for live chat
In live chat, it doesn't take much time to resolve customer concerns. Always put yourself in your customer's shoes. So, for example, if you are on a website and a big question mark pops up in their head, you want an answer right away. People today expect this responsiveness from a support staff just as they would get it from an electronic device.
Direct interaction and customer support
Direct interaction with the customer helps in getting more and most importantly positive customer feedback. In addition, users get the feeling that their concerns are important, which is of course the case. So, personal communication gives them more and more confidence and thus increases your chances that you have just won a new customer.
Improving your CRM
A detailed CRM is at the heart of every business. Nothing new, right? With the help of live chat software, any messages from customers can be logged. No, we're not just talking about the messages here, of course. It's much more about customer data such as name, email addresses and user needs. Ideal fodder, then, for your CRM system.
Satisfied customers are happy customers
Many users take it for granted at the bottom right to see this one little button "chat with us". Thus, the popularity of live chat is probably the biggest advantage. Why is this so? It is the easiest and fastest way to connect the customer with the company, respond to their needs and provide answers in the shortest possible time. The result: a happy customer who will definitely come back.
Be sure to avoid these two most common mistakes:
1. Formal language
Albert Einstein once said:
"If you can't explain it simply, then you don't understand it well enough".
Of course, you should always keep in mind that you are not having a normal conversation with a friend on WhatsApp. Nevertheless, it is beneficial not to appear too formal. In most cases, technical terms only cause confusion, which in turn can scare off the customer and make them leave the chat right away. Use jargon only when the customer makes the first move.
Tip: Avoid words like "hmm" or "aha" at all costs. This shows disinterest and gives the customer the feeling that they are not being taken seriously. Instead, respond with statements like "I see" or a simple "yes." This may seem boring, but in fact it is not. We humans use these sayings all the time in conversations, whether unconsciously or consciously. When chatting, we often forget.
3. Emojis are ok, in moderation
A „tear-laughing smiley“(😂) makes for mony in a conversation, right? Emojis are great for showing kindness. However, it can also get awkward quickly because you never really know who is sitting on the other side. It certainly won't be your good friend every time...
Tip: There is a wide range of different software providers that limit the number of emojis. Also hold back and never forget which emojis are acceptable for your customers.
Especially for businesses in the e-commerce industry, live chat can be a very powerful tool to maximize conversations. With a little planning and strategy, you can have your chats under control in no time and generate more sales in no time.
Furthermore, you'll provide your website users with fast and direct support, which will lead to lead generation, more customer satisfaction, and therefore long-term success - what we all strive for. Say goodbye to long queues and poor service.
Don't have live chat on your website yet? Don't keep your customer waiting any longer!