1. Live chat software improves page rank.
To generate more leads, you’ve got to get more traffic to your website. One way to boost traffic is to rank higher in search results. Search engines, like Google, Bing, and Yahoo, factor dwell time—or the time a user spends on a webpage—into their ranking algorithms. Adding live chat to your website is a fast and affordable way to engage users, thus keeping them on your website longer, which can improve rank over time.
2. Your website’s live chat is on even when you aren’t.
When it comes to the Internet, everything is always “on.” In the real world, though, we all have to sleep at some point—even small businesses owners. Live chat apps work like everything else on the Internet; they’re always on, too, even when you aren’t. During your business hours, you can use live chat to engage and convert prospects. When you need to sleep or—ya know—live your life, you can convert your live chat box into an automated email capture form. Boom! 24/7 lead acquisition.
3. Live chat improves conversion rates.
It’s happened to all of us. We’re browsing around online, debating between two or three items, destinations, services, or tools. Which do we choose? This same indecisiveness is plaguing your customers, too, and it’s happening all the time. In these scenarios, your business can’t afford to play it passive. Instead, use your website’s live chat app to engage these prospects. You can answer questions, provide advice and recommendations, overcome objections, and ultimately, get them to pull the trigger on the thing that genuinely works best for them. This strategy works. According to a 2014 Website Magazine study, those consumers who “use Web-based [live chat] functionality — be it on a retail or service site — are more likely to buy and less likely to abandon their sessions.”
4. Live chat creates better customers.
An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful. And that helpfulness actually can help pay the bills. As an eMarketer report found, “63% of respondents who chatted said they were more likely to return to the site, and 62% reported being more likely to purchase from the site again.” Furthermore, according to a Forrester study, “44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” Customers find live chat helpful, it increases the likelihood of purchase, and it creates repeat customers. All of this while being cheaper than establishing and running a phone support system. Talk about a no brainer.
5. Live chat software helps inform strategy.
The best live chat apps include a lot of nifty features, but there are two in particular that can really help you make better business decisions:
1. metrics tracking, and
2. transcript recording and storing.
Lastly, live chat gives you an immediate and intimate look into the wants and needs of your customers. Thanks to chat transcripts, you can analyze all of these interactions to gain better insight into every facet of your business and thus, make better-informed decisions. This can prove vital in your lead acquisition and sales strategies.
Running a business is hard work. Fortunately, there are a lot of tools dedicated to helping you achieve success. The downer, though, is that a lot of these cost an arm and a leg, require more time than their worth, and produce minimal results. But such is not the case with live chat software. Getting started is quick and painless, and the effect on your lead generation and sales growth is immediate. And you can do it all for next to nothing.