Five Benefits of having a live chat on your website

moses avatar Moses Korir on July 23rd, 2018

Many businesses spend a lot of resources driving traffic to their website yet end up losing the opportunity to convert these potential customers. This is often because they don't have a chat tool to engage in a one-on-one chat with website visitors.

Some businesses have yet to implement a live chat on their website because they have not grasped the immense benefits of having one. Below are some of the benefits of having a live chat on your website:

1.0 Real Time Customer Support

Customers expect businesses to respond to their queries quickly. According to a study by EConsultancy, 79% of customers prefer live chat because they get their questions answered almost instantly.

Why Live Chat is Preferred

Source: EConsultancy

2.0 Increased sales and conversion rate

According to a report by American Marketing Association, live chat increases conversions by 20%. Live chat helps answer customers' questions and remove their buying objections. This results in a customer who is more confident in their decision to buy.

The study also states that customers who participate in a chat are three times more like to buy.

Forrester Research found out that 44% of online consumers say that having their questions answered by a live person while in the middle of online purchase is one of the most important features a website can have.

3.0 Reduced support costs

Customer support can be really costly to the business especially in this digital age where customers demand instant answers to their queries.

Our TalkLift live chat software helps businesses reduce customer support costs by using chatbots to engage customers on chat, while hiring fewer agents to pick phone calls.

According to a report by Forrester Research, live chat is 50% cheaper than handling phone calls.

4.0 Improved customer experience

Live chat has the ability to improve the customer experience of your website visitors.

According to a research by Econsultancy, live chat has the highest satisfaction levels for any customer service channel, with 73%, compared to 61% for email and 44% for phone.

Customer Service Channels Satisfaction Levels

Source: Econsultancy.com

Live chat allows customer agents to respond to customer queries within a short time which improves customer experience for website visitors.

5.0 It Builds Trust

Having a live chat widget on your website can help build trust with people who visit your website.

According to a study by ATG, 90% of customers gain confidence when they see a “Live Chat” button on a website.

Another study by eMarketer found that at least 63% of users who encountered a live chat on a website were more likely to visit that website again in the future.

Did you know that Talklift also has a live chat on its website? Contact us today to get one for your website too.

You can also leave us a comment down below if you have any suggestions or feedback. We're always happy to hear from you!

Get our latest posts delivered to your inbox every week.