There’s no doubt that the internet has had a huge impact in the way people conduct business. Years ago a business opened a storefront, put ads in the local paper and radio and waited for the local customers to need what it had to offer. Nowadays the survival of a business is no longer solely dependent on its local customer basis; it now has a worldwide audience for its goods and services.
In principle, it sounds great, doesn’t it? But we can’t forget that with a worldwide audience comes a worldwide competition. Competition is no longer localized, and this is why it is imperative that a business knows what its customers want and delivers it quickly, better, and more efficiently than the rest. But, of course, this can be a bit tricky.
You may already have a fantastic website, with great usability, design and high-quality content that offers quality services and/or product at competitive prices. But, let’s face it, sometimes that’s not enough. Nowadays you need something that really differentiates your business and makes it stand out from the competition.
Ok, so that’s the bad news, but here you have the good news: there's a solution, and this solution is called Live Chat. In this complex word each lead is valuable and there’s no doubt that visitors are the perfect sale leads. In fact, they are in the right place, at the right time and looking for your product. So if every time that a visitor leaves your site is a business opportunity lost, then why do you leave your Homepage alone?
Studies show that, “44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Website can offer”. With our Live Chat software you can give your customers the personal and immediate service that they would expect to get in a physical store.
The advantages regarding the Customer Satisfaction are pretty clear but let’s now talk about sales, the ultimate goal of every business. Live Chat can be used, as we have already seen, for lead generation but also for increasing conversion, reducing Bounce Rate and maximising the Average Order Value of the orders:
Increases Conversion Rate: Offering customers live assistance when they need it and helping them through the order process helps eliminate bounces away from retail websites and ensure that the order process gets completed.
Boosts Average Order Value: Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to make personal recommendations of additional purchases, increasing the AOV of the customer order. On average, chatters spend about 55% more per purchase than non-chatters.
Reduces abandonment on product or sales pages: One of the main explanations for a high Bounce Rate is the lack of support. You might have a great website but still some people will not be able to find the information they are looking for. With Live Chat they can seek immediate guidance, which would make them less likely to leave the site.