Today’s business marketplace is characterised by 24/7 availability and your client’s website ensures that customers can find them without physically visiting their store during operating hours. It’s a marvel of technology that someone on a different continent in a different time zone can purchase something from their business without them even knowing. However, unless your client is meeting their needs the moment they arrive at their website site, they could lose them without knowing it as well. A life chat feature on your client’s website is quickly becoming a necessary tool for meeting clients at the website door and answering their immediate queries.

CUSTOMERS WANT INSTANT GRATIFICATION

There are many things that a potential customer ought to know about your client’s business but listing it all on their website isn’t always a great idea. Customers want the short and sweet sales pitch and will only seek details once they’re interested. You need to find a way to offer them this information when and where they need it, which is where a live chat function comes in.

If a customer is in the mood to make a purchase, then they want answers and they want them now. It’s impossible to instantly reply to emails or to monitor your client’s social media profiles 24/7 as you’re often managing multiple campaigns for multiple clients at the same time. Being able to provide visitors with an instant, accurate answer to any question they have will improve your client’s standing in their eyes and bump them up their list of potential providers.

A recent survey of over 400 consumers and the 100 businesses they frequent revealed that over half of all customers would make repeat purchases from a company that could offer them live chat support, with almost 80% of businesses using it revealing that they believe it’s improved their sales, customer loyalty and profit.

IMPLEMENTING A LIVE CHAT

Modern live chat functions are highly intelligent and can meet almost any query with a useful answer. All you need to do is list your client’s most frequently asked questions and ensure that a helpful response is scripted in to the live chat feature. You can also make sure that complex queries get passed directly on to your client or a live agent who is standing by to nurture the lead and close the sale.

Live chat is just another developing tool for digital marketers to consider adding into their offering that will help improve their client’s ROI.