Having a website can improve your customer service in any number of ways. Whether you have an e-commerce site, brochure site, or any other variety, it can bring your business into the modern era and offer clients a level of functionality that they have come to expect.
One online tool that is becoming increasingly common is that of ‘live chat’. In this blog, we will look at precisely what live chat is as well as how it can benefit your company.
To speak to us about implementing a live chat feature onto your site, give us a call today on 0141 429 1356.
What is Live Chat?
Live chat is exactly as it sounds; it allows customers to reach you through an instant messenger service in real time.
Many people do not want to make the commitment to a formal or arranged conversation with your company straight away. In fact, for many people, even a phone call can be a bit too ‘intimate’, meaning they might forgo content altogether meaning you miss out on a sale.
Live chat provides another avenue. As it is completely anonymous, it means that people can just click a tab and make any enquiry they need without having to commit to a face-to-face meeting or extended phone call.
How Does Live Chat Work?
Have you ever been on a website and seen a small pop up box or tab, usually at the bottom of a webpage, that will encourage you to give a message. There is a tonne of options for integrating this into your website, and it can suit all design styles.
Naturally, you do not need to have someone available to chat all of the time. You can turn the chat on and off as necessary leaving an appropriate ‘out of office’ message whenever you are closed.
One other option is to hire an external company to operate your live chat, either when you aren’t in the office or all of the time. This means no matter what time of day it is you will never miss a message.
Take Vital Opportunities
One of the most impressive features of live chat systems is the ability to prompt customers at the right time. This can make the difference between a lost sale and a conversion.
We are able to programme the live chat box to offer prompts and messages to customers at specific times. For example, if they have been looking at a particular item or product for an extended period of time without clicking buy, you could ask if they need some help.
One of the most significant disadvantages of e-commerce is that you cannot engage with your customers like you can on a retail shop floor. Live chat takes a significant step in overcoming this limitation, allowing you to reach out to customers and offer the right help when necessary.
Get in Touch
Digital marketing is a competitive arena. You work hard to drive people to your website through a number of different avenues like SEO, PPC, and social media marketing. This costs money and time, so you need to make sure you take advantage of every opportunity that comes your way.
Live chat is a fantastic way to get customers to engage with your company. After all, web users are fickle, and there is any number of reasons as to why they might just click back and go to visit a competitor instead.
Having one of your employees give them all of the information they require at just the click of a button will offer a much more personal experience, and the convenience you offer is reflective of how customer-focused you are.
At Soapbox Digital, we provide practical and affordable solutions to all of your web design needs. Whether you have a specific goal in mind that you want us to help you meet, or you already know what you want precisely, we will work with you to ensure all of your objectives are met.
We don’t go for any ‘style over substance’ approaches to web design – we specialise in making sure every penny you spend reaches its full potential to provide you with an unrivalled return on investment.
To get in touch with us today give us a call on 0141 429 1356 or fill in our contact form and we will give you a call as soon as possible.