When a potential customer visits your website and is looking to buy a product or service from you, they likely have a lot of questions. Even if you’ve clearly written answers to common questions in different places around your website–FAQ, blog posts, forums, the homepage–sometimes, people want to hear answers to their questions from a real person at your company before they feel confident enough to buy.
If it’s the middle of the night, if you’re slammed at work, or your customers prefer to get customer service online instead of via phone, live chat support could be the only way to reach that potential customer, answer their questions, and send them further into the sales funnel.
Live chat support should be on every website as a go-to method for instant customer service and better lead generation.
In this post, we’ll explain exactly how our own live chat support service works and talk about some of the benefits this type of customer service provides small and medium businesses.
How does live chat support work?
Wondering how live chat support works or how we are able to talk to visitors that come to your website? We wanted to share exactly how our live chat support service works as an example for you.
When a customer orders our live chat support service, we place a live chat icon on their website that invites users to chat for customer support. When a visitor arrives on our customer’s website, the icon will be visible to them right away, and after they browse for 5 seconds, they will be prompted with a quick invitation to chat in case they have any questions.
One of our Conversational lead generation professionals will chat with the visitor, answer their questions, and provide excellent customer service. This increases the chances that the website visitor will buy from our client and helps ensure no leads navigate away from your website because they simply couldn’t get the answers they wanted right then.
Live chat support offers lots of benefits
Think of customer service as an umbrella that covers the actions you take to make sure your customers’ questions are answered and that they are satisfied with the experience. Live chat support is a smart addition to your customer service bag of tricks because it creates a more complete, informative, and positive experience for your website visitors while increasing your targeted lead generation and supporting your business’ growth.
Live chat support has been shown to offer the following benefits for your business and customers:
- Better customer engagement – Your website can seem lonely and quiet if you don’t have some sort of interactive element on it to engage your visitors. Live chat support is the best option for engaging visitors and turning them into targeted leads because it provides the illusion of a friendly company employee being right there to answer questions–just like in a brick and mortar establishment. It provides a more complete experience for the customer.
- Chat anytime, 24/7 – As soon as a visitor enters the chat, a representative follows and introduces themselves using a script specifically for your company. Questions get answered right away, even the “small” or “dumb” questions that might keep a visitor from calling, filling out a contact form, or sending an email to get answers.
- Provide more methods to reach you – It’s an undeniable trend–many people just don’t like using the phone anymore. Preferred methods of communication are text based, including email, text messages, or even contact forms where questions and concerns can be submitted. Some of your visitors just aren’t going to want to call you or deeply browse your website to get the answers they need, so you can make it easy for them by providing the live chat support option.
- Reassure + support visitors before a purchase – Customers sometimes “get cold feet” before a purchase. Suddenly, they start to wonder if the service or product is worth it. “Do we really need it? What if it isn’t a success/can’t be returned/doesn’t work out for your company?” Live chat support enables you to gather information about the customers’ concerns so you can address them. This is a critical factor in closing the sale when your potential customer is still in the consideration phase.
Visitors will come to your website, no matter what. If you want to convert more of them into customers, try adding live chat support to your website and see how many new leads you get!