4 Ways to Wow Customers With Live Chat

October 11, 2016

Live Chat for Small Business

After examining the pros and cons of phone support, we found that channels like live chat could be a better fit for you and your customers. That’s why we asked Pure Chat, a simple live chat software for small businesses, for advice on how to wow your customers through this channel. Pure Chat offers small business owners the ability to use chat services, even with low traffic, and answer in real-time, bring another level of professionalism and customer support to the table. 

1. Maximize your availability

Your website visitors have questions. Are you there to help them? The more often you’re accessible to visitors and customers, the more often you’ll be able to answer their questions. In fact, by 2020, customers will manage 85% of their relationships without talking to a human. Instead of forcing your website visitors to email you (or worse, call you), get online from your desktop or phone to quickly connect with website visitors.

2. Respond instantly

Studies have shown that most people hate waiting on customer service for more than one minute. In addition, research shows that 35-50% of sales go to the vendor that responds first. Responding instantly is made much easier by setting up desktop notifications for new incoming chats. If you have a mobile app installed on your phone, you can respond from there as well. The faster you can react, the better the experience for your website visitor. Fortunately, it’s not hard to respond quickly if you have the right tools at your disposal.

3. Add a chat box at the point of purchase

It’s a depressing number, but 68% of shoppers abandon their online shopping carts. Just think about that. Your website visitors have spent time on your website, found something they are seriously considering and at the moment of purchase they walk away. Don’t let your future customers leave your site without crossing the finish line! Adding live chat on shopping carts or checkout pages will give shoppers an opportunity get any final questions answered. You might find that shoppers have questions about pricing, returns or shipping. Answering those simple questions have a real chance at affecting your bottom line.

4. Automate follow up

A study by Forrester found that companies that excel at lead nurturing generate 50% more sales ready leads at 33% lower cost. The benefits of automated follow-up are clear. And leads you acquire through a live chat conversation may not be ready buy immediately. By not following up with those new leads you’re missing out on a lot of new deals and potential customers. Connect your live chat software with a marketing automation tool to ensure you continue the relationship beyond the website visit.

With a clear benefit of additional customer support options, what are you waiting for? If you want to try out live chat on your website, sign up for Pure Chat free. You can get started in less than five minutes and start chatting with customers today!