Using a widget on your website, you can communicate with customers via live chat. Instead of being between a company and its website visitors, this is more like the instant messaging you’re used to using on platforms like Facebook Messenger, Instagram Direct Messages, and WhatsApp, etc.

In many ways, live chat is like email, but it’s a way for businesses to interact with customers in real time. Visitors to your website can use a chat box to ask questions and get answers. A pop-up chat window can be used to initiate conversation with visitors while they are browsing.

• What is the purpose of a live chat?
• What are the advantages of a live chat service like that?

Purpose of a live chat

In order to integrate live chat into your website, you must first select and register with a live chat platform.

Then, you personalize the chat widget with your brand’s colors, and it begins to appear on the pages you’ve chosen to include it. Users can easily initiate a conversation with you by clicking on the chat button, which is usually found in the bottom right corner of your website. Like other messaging apps, this one looks familiar.

The ability to manage conversations from your chat widget and other messaging apps in a single location is an important feature of some live chat software. The answer to the question of whether live chat can be on Facebook or another social media platform is yes!

The chat window will automatically open and pop up to draw attention to your message if you take a proactive approach. To top it all off, there’s no software required for site visitors to use live chat to communicate with you.

Alternatively, canned responses and chatbots can be used to handle some inquiries when you are unavailable or when a live agent is not needed.

What are the advantages of a live chat service like that?

After defining live chat, let’s take a closer look at why you, as a business owner, should incorporate it into your marketing strategy.

Increased Return on Investment

Live chat has the potential to automate a wide range of processes. As a result, you are able to increase your customer base and service capabilities without having to significantly increase your support staff. 15 to 33% less expensive than phone calls per chat session, according to estimates.

You get more value for your money when you combine this with the 3.84 percent increase in conversion rates.

A higher level of satisfaction for clients

Live chat is more popular than other methods of communication. Live chat is expected by 42 percent of US consumers, an increase from 27 percent in 2019. The quickest response time is the primary reason for this, as it allows customers to receive immediate satisfaction by resolving problems and providing answers to inquiries.

73% of customers prefer live chat to email or phone as a means of contacting customer service, while only 61% prefer email and 44% prefer phone (source: ICMI survey). A wide range of scenarios can be set up quickly and easily by businesses in order to meet a wide range of customer needs. Human chat agents provide personalization and customer service in addition to speed and efficiency provided by automation and bots.

Sales will increase

Live chat has a positive impact on sales and customer relationships for 79 percent of businesses that use it. When the chat feature is implemented, average order values rise by 10%, and conversion rates jump by 40%.

44 percent of online shoppers prefer to speak to a live person when making a purchase. 57 percent of customers will walk away if they aren’t helped right away.

Superior advantage in the market

Finally, businesses of all sizes can benefit from live chat, regardless of their size. This means that you, as a small business owner, can compete with large corporations when it comes to customer service. Customers are happier, and employees are less stressed, all because you’ve implemented this strategy.