24/7 Web Chat

Does your website need web chat?

As a business owner, you are always looking for ways to improve your customer experience and boost your bottom line. In today’s digital age, offering a live web chat service on your website can be a game-changer. In this article, we’ll explore the benefits of adding web chat to your website, the types of companies that can benefit from it, and how effective it can be in improving customer satisfaction and increasing conversions.

What is web chat?

Web chat, also known as live chat or online chat, is a communication tool that allows website visitors to interact with a customer support representative in real-time through a chat window. It’s a convenient and efficient way for customers to get answers to their questions or resolve issues without having to pick up the phone or send an email.

How effective is web chat?

Web chat has been proven to be an effective customer service channel. In addition to the high customer satisfaction rates mentioned earlier, a study by Forrester Research found that web chat has a 73% satisfaction rate for solving customer problems, which is higher than any other support channel.

Web chat can also help increase sales and conversions. A study by Comm100 found that businesses that use web chat experience a 48% increase in revenue per chat hour.

What types of companies can benefit from adding web chat?

Web chat can benefit companies in a wide range of industries, including e-commerce, software, healthcare, and financial services. Any business that has a website and wants to improve its customer support and increase sales can benefit from adding web chat.

E-commerce businesses can benefit from web chat by providing customers with real-time assistance during the shopping process, addressing concerns or questions that may be preventing them from making a purchase.

Software companies can use web chat to provide technical support to customers who may have questions or issues with their products.

Healthcare companies can benefit from web chat by providing patients with a convenient and efficient way to schedule appointments or ask questions about their health.

Financial services companies can use web chat to assist customers with banking or investment-related questions.

Law firms can use web chat to provide legal advice and answers to customers seeking guidance with their legal issues.

Contractors and other home service-based businesses can use web chat to discuss the services they offer, answer questions, schedule appointments, and provide support to their customers.

Small business owners of all kinds can use web chat to provide customer support, answer questions about their products and services, and help convert visitors into customers.

No matter what industry you are in, adding a live web chat service to your website can have a significant impact on your customer satisfaction, sales, and conversions. It’s a cost-effective way to provide customer support and can give you a competitive advantage over other businesses. Any business that has a website and wants to improve its customer support and increase sales can benefit from adding web chat.

What types of business processes can be completed over web chat?

Web chat can be used to complete a wide range of business processes, including:

• Customer support: Web chat is often used as a channel for providing customer support. Customers can use web chat to ask questions, report issues, and get assistance with product or service-related queries.
• Sales and marketing: Web chat can also be used to drive sales and marketing efforts. For example, businesses can use web chat to engage with website visitors, answer questions about products or services, and provide assistance with the purchase process.
• Order processing: Web chat can be used to process orders, answer questions about shipping and delivery, and provide customers with updates on their orders.
• Appointment scheduling: Web chat can also be used to schedule appointments with customers, such as doctor appointments, salon appointments, and other types of appointments.
• Technical support: Web chat can be used to provide technical support to customers who are experiencing issues with products or services.
• Account management: Web chat can be used to manage customer accounts, such as updating account information, changing passwords, and handling billing inquiries.
• Human resources: Web chat can be used for human resources-related tasks, such as answering employee questions about benefits, policies, and procedures.
• General inquiries: Web chat can be used to handle general inquiries, such as providing directions to a business, answering questions about hours of operation, or helping customers find information on a website.

Let’s dive deeper into how web chat can make the life of business owners easier

Firstly, web chat can save time and money for businesses that rely on phone or email support. For example, let’s say you run an e-commerce store and receive a high volume of customer inquiries via phone and email. With web chat, you can handle multiple conversations simultaneously, reducing the need for additional staff to handle the workload. This can result in significant cost savings for your business.

Additionally, web chat can improve the efficiency of your customer support team. With web chat, support representatives can quickly respond to customer inquiries and resolve issues in real-time. This can lead to shorter resolution times and fewer follow-up inquiries, saving both time and money for your business.

Web chat can also help businesses improve their sales process. For instance, let’s say you run a software company that offers a free trial of your product. By adding a web chat feature to your website, you can assist potential customers who may have questions about the product during the trial period. This can help convert trial users into paying customers, increasing your revenue.

Moreover, web chat can help businesses gain valuable insights into their customers’ needs and preferences. With web chat transcripts, you can analyze the types of questions and concerns your customers have and use this information to improve your products or services. This can help you stay competitive and meet the changing needs of your customers.

Let’s take a hypothetical example of a healthcare company that adds web chat to its website. The company provides telehealth services to patients and receives a high volume of inquiries regarding appointments and health concerns via phone and email. By adding a web chat feature, patients can quickly and easily schedule appointments or ask questions about their health. This can lead to shorter wait times for patients and reduced workload for staff, resulting in cost savings for the business.

Furthermore, the healthcare company can analyze the web chat transcripts to identify common health concerns and develop educational resources for patients. This can help improve patient outcomes and differentiate the business from competitors.

Another hypothetical example is a financial services company that adds web chat to their website. The company offers banking and investment services to customers and receives a high volume of inquiries regarding account management and investment options. With web chat, customers can get immediate assistance with their inquiries, leading to shorter resolution times and improved customer satisfaction.

The financial services company (or any business) can also use the web chat transcripts to identify common questions and concerns and develop educational resources or FAQs to address them. This can help reduce the workload for staff and improve the efficiency of the customer support process.

Generally speaking, web chat can make the life of business owners easier by reducing costs, improving efficiency, and providing valuable insights into customers’ needs and preferences. It’s a valuable tool that can help businesses improve their customer support, increase sales, and gain a competitive advantage in their industry.

How does web chat fit into my current sales pipeline?

Firstly, web chat can be integrated into your existing sales pipeline as a way to capture leads and engage with potential customers. For example, if you have a lead capture form on your website, you can add a web chat feature that allows customers to chat with a sales representative in real-time. This can help answer any questions the customer may have and provide personalized guidance, ultimately leading to higher conversion rates.

Web chat can also be used to follow up with leads that have expressed interest in your product or service. For instance, if a customer fills out a form on your website but does not complete the purchase, you can use web chat to follow up with them and provide any additional information they may need to make a decision.

How do I create custom web chat scripts for my business?

Creating custom web chat scripts for your business involves several steps:

1. Determine your goals: Start by identifying your goals for the web chat script. What do you want to achieve with it? Do you want to improve customer satisfaction, increase sales, or provide faster customer support? Clarifying your goals will help you determine the best approach for developing your web chat script.
2. Identify common customer queries: Analyze your customer support data to identify the most common queries and issues that customers raise. This will help you determine the most important topics to cover in your web chat script.
3. Develop a script outline: Based on your goals and the common customer queries you’ve identified, develop an outline for your web chat script. This should include a greeting, a brief introduction to your business, and responses to common customer queries.
4. Write the script: Using the script outline, write the actual script for your web chat. Keep in mind that the script should be written in a conversational tone, as if the agent is speaking directly to the customer. Make sure to include options for escalation, such as transferring the customer to a supervisor or providing a phone number for further assistance.
5. Test and refine: Test your web chat script with a small group of customers to gather feedback and identify areas for improvement. Use this feedback to refine the script and make any necessary changes.
6. Train agents: Once you have a final version of your web chat script, we train your agents on how to use it effectively. We make sure they understand the purpose of the script and how to follow it, while also allowing room for personalized interactions with customers.
7. Monitor and update: Regularly monitor customer feedback and adjust the web chat script as needed to ensure that it continues to meet your goals and provide the best possible customer experience.

What percentage of website visitors use live chat?

The percentage of website visitors who use web chat will vary depending on your business and the type of customer service you offer. However, studies have shown that over 40% of customers expect live chat on an eCommerce site. Additionally, 79% of customers report being more satisfied with their live chat experience over any other communication channel.

These numbers indicate that web chat is an effective way to engage with customers and provide them with the help they need when they need it. It can also be used to build relationships with potential leads and encourage them to make a purchase. For businesses looking to increase sales conversions and improve customer loyalty, web chat is definitely worth considering as part of their customer engagement strategy.