Initial written September 12, 2019 * Updated July 2, 2021
Why is live chat important?
For the longest time, I overlooked live chat for websites. It’s never been requested by clients or prospects so I never gave it much thought.
Until recently when I decided to do some research and find out if its worth integrating live chat on my website as well as offering it to clients.
The stats I found were very surprising and I’d like to share them with you.
Check this out:
30% of consumers EXPECT live chat on a website, according to this Forrester study.
However, according to this study by SuperOffice, only 9% of business feature live chat on their website.
Actually, 70% of customers won’t make a purchase on a website that doesn’t have a live chat, according to a study by FurstPerson.
I could list a ton of these but the point is that live chat is indeed a big important and if you don’t provide it to your customers, you should do it!
Here’s the thing: in most cases, it’s easy to integrate live chat on your website and even easier to use it to chat with your customers anywhere, anytime, from any device.
What I can do, is not only add live chat to your website but also have it directly linked to your Facebook page. So, when someone contacts you via live chat on your website the whole conversation takes place in your Facebook Messenger. How convenient is that?
** Update July 2 2021 ** 3 Reasons Why Live Chat is Important
After running live chat on my website for almost 2 years since writing this blog post, half of which during a pandemic, I’ve made tens of thousands with the help of live chat, and I have also helped clients do the same! Live chat works. Here’s 3 reasons why live chat is important:
1. Fast, Convenient Customer Service & Convenience
Live chat is way more convenient to people that are surfing your website rather than picking up the phone to call you or filling out some form, which doesn’t have any immediacy to it. It’s in real-time and to customers it’s more like a low pressure interaction compared to a scheduled phone call or meeting.
2. Competitive Advantage
If your competitors don’t have live chat, or very few do, it’s a great way to do something different to make your business stand out. If most of your competitors have live chat, then that’s saying that customers actually use it, so you should probably offer it as well. In my own business, I personally feel that it’s provided an advantage as most competitors do not have a live chat, and I get to have more conversations with potential clients that wouldn’t necessarily call or fill out the form. I have surprised and made a great impression through live chat, offering advice in real time as they were looking for services that I offer, without an appointment or phone call or any commitment.
3. Productivity & Cost
You can only address one inquiry at a time on the phone. You can only physically meet one client per sales person at a time. Live chat allows you to have multiple conversations at the same time.
This saves time and increases productivity, as well as maximizes opportunity.
If you’re on the phone with a potential client and another 2 calls come in during that time, those could be 2 missed opportunities. With live chat you don’t miss any opportunities. And you can set up multiple appointments, close multiple sales at the same time. You can answer 10 people’s questions simultaneously that lead to direct online sales.