The instant response time live chat can provide is unmatched by other alternatives. E consultancy research has found that 79% of people see live chat as preferred as it means their questions get answered immediately. People want everything to be efficient. Live chat’s fast response time means your potential customers aren’t left waiting. Meaning they will be more inclined to leave their information for you to follow up, or even make a purchase there and then.
Live Navigation Tool
Live chat software very often has screen-share capabilities included. Meaning that your web visitor can be directed by your chat agents in real time. This ensures that they get the most out of their experience. One of the top factors affecting your website’s bounce rate is the website navigation features not being up to scratch. In order to combat this, there’s no better way than to have a live chat agent there to direct your visitors to the right place. Once satisfied that they have found what they are looking for, a visitor is more likely to leave their details.
To have a real person dealing with your request makes a massive difference. According to a study carried out by Zopim, 44% of customers reported that having a live person answer their questions during an online purchase was one of the most important features that a website could offer. Live chat is data capture with a difference. To have an interaction taking place in real-time makes all the difference. If someone is having doubts about your service/product they need to be reassured sooner rather than later, to make sure you can capture those all important contact details to follow up.
Improved Complaints Management
The last thing that a frustrated customer is going to want when trying to contact your team is the uncertainty. Having to fill in a contact form will leave your customers in the dark. Therefore for those disgruntled customers, when things haven’t quite gone to plan, live chat lets them know that there is a face to the company that cares. A live chat agent is a great tool to comfort customer pain points and capture their information. Expectations can be set through live chat, meaning it’s a more interactive form of data capture.
Live Chat is a tool that means fast effective support for your visitors. Interested in this unique data capture tool? Why not sign up for Chat Heroes 30 day free trial to see how it can work for you.