Benefits of Using a Live Chat Feature on Your Website

We live in a world where you snooze, you lose. Companies can provide next day delivery to give instant access to their product or service. Customers want things now – and they usually get it. This is not always the case when it comes to customer service. Research shows that the average response time for customer service messages on social media is 10 hours. Email response times can be longer than 12 hours! What options have you to ensure a quicker response time? Live chat is one of the strongest contenders. This form of communicative software allows you to have real-time conversations with your customers as they are on your website. It is convenient. Customers enjoy the fact that it is much quicker than any other means of communication with a company.

Buying into a live chat service would give any company a definite edge, but it is a channel that many companies neglect. A report by Salesforce found that 69% of consumers want to talk with a company in real-time. Live chat provides a memorable customer experience. Some people do not enjoy engaging in phone calls, live chat facilities a customer service experience that is comfortable and in real-time.

In an ideal world, every visitor to your website will become a customer. When people use live chat, you can collect information about them (in a GDPR friendly manner) – and turn them into leads. Furthermore, by asking for a visitor’s name you can provide a personalised experience. By engaging with this customer in real-time you will more likely get that returning visitor to your website. They may not become a client instantly but will be left with a positive opinion of your company. Furthermore, regardless of how easy you make it for people to sign up or to purchase your product, having live chat on hand will guarantee fewer dropouts on your process. Naturally, there will be some interactions that are best handled on the phone, but many simple queries can be resolved via live chat. This means your call agents are free to deal with more complex support issues. Another benefit of live chat is that it provides you with data that can be used to improve the customer support experience. You will be able to note trends in the type of queries that are coming in and by who. If you note a trend in specific support questions it may aid in filling in gaps in your online support content or FAQs.

Why Call Pal Live Chat?

Because we treat our live chat service the same way we treat our call answering service. We do not use automated bots. When a potential customer calls your business, we always endeavour to answer that customer in 3-5 rings, in fact, our average answer rate in 2020 was 3.6 rings. For our live chat service, we aim to always answer a chat within 30-45 seconds.

While a lot of businesses have added live chat as just another feature of their website, they usually only have one person monitoring it and often this can lead to long delays in answering customers and many instances where chats go unanswered as that staff member may be overwhelmed, off sick, or simply distracted.  At Call Pal, we understand that this service is just as important as having a team manning incoming calls. After all large portion of our own success has come from utilising a live chat service fully on our own website.

So, what are you waiting for? Start taking advantage of the potential benefits of live chat today to help meet and exceed customer expectations. Speak with the call pal team today about integrating live chat services into your companies’ website. Our dedicated team of Call Pal PA’s work with over 175 Irish businesses delivering exceptional customer service and maintaining the lines of communication between them and their customers. Call 1890 511 400 or email sales@callpal.ie.

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Article By: Niamh Doyle