03 Aug Live Chat: A Must-Have Website Feature
More and more, you may be noticing a pop-up on many websites that asks if you would like to chat with an agent/representative/etc. This live chat functionality allows you to ask questions in (relatively) real time without having to wait for an email back or suffer through a long and frustrating phone call. It may cost you some money and time to implement, but this is a step in the direction of making your clients and customers happy, which will lead to sales and conversions.
How Quickly Can You Respond to Customer Concerns?
“Customers want fast response times. This is especially important if they have an issue, need, or complaint. But you also need to provide fast response times for general inquiries.” Whatever their question – or its urgency – installing a live chat plugin or service ensures that they feel that they are heard no matter the day or time.
The response thus far to this technology is very good. Most people prefer it to other methods of communicating with a company and report back positively (9/10 times) about their experience with the chat. There’s no doubt that it’s usually a quick and easy method of reaching out, but it’s also thought of as less intimidating to many who dread phone conversations, but who also don’t want to have to wait for an email response.
Despite all this good news, not everyone has given live chat a try yet on their site, which is all the more reason for you to add it now. Who doesn’t want a bit of a leg up on the competition?
How Modern Automation Supports the Live Chat Experience
Once you decide to implement this feature, you need to know hot to work it into the site so that it’s useful, but not distracting or annoying. Pop-ups can be tricky, but if you include one that has a “minimize” option, and don’t have it take up the entire screen to begin with, then people shouldn’t be too bothered by it. After all, the pop-up is likely to provide them with a solution without their having to hunt for it, but it can also be set off to the side if they don’t currently have questions.
What happens when someone does reach out to you via chat? Make sure that you respond quickly! It may be that they’re shooting you a question in the middle of the night, in which case it’s understandable that you wouldn’t answer, but that is where this era of automation comes in handy. You can use a plugin that will come with automated responses, making it seem like someone is there, but simply directing them to pages specific to their concerns and/or collecting their information in reality. For example, the process may go something like one of the following:
- The customer wants to know your hours, something that can be automatically provided by many automated response services
- The customer has a question, the information about which can’t be found on the website, so the automated service takes down their information and promises to connect them with the first available (actual) representative
- The customer is angry about their experience and wants to rant/leave feedback, after which the automated response can provide them with a(n internal) feedback page and direct their complaints to management
As you can see, there is a lot of value to live chat, particularly in this era of people wanting instant responses. If you can answer their questions quickly and efficiently, then you will see a hugely-positive response as a result. Get in touch with Eyler Creative, and we will work with you to make sure that your desktop site is mobile-friendly, to help you to design and develop a new website, and, if desired, develop and execute a marketing strategy tailored specifically to your business’s needs.
We are a digital creative agency in Baltimore, Maryland with an excellent team of marketing managers, creative designers, developers and programmers all working together with one common mission – to deliver the absolute best client experience and solutions to reach your goals. We’d love to work with you on your next project.