Websites have come a long way from being simple online billboards for individual brands. Today, your visitors expect a vibrant and interactive presence that answers their questions and allows them to become customers if interested without any friction.
A number of websites can help you accomplish that goal, but perhaps none is more vital to success than the ability to respond to any inquiries instantly. Here are 5 reasons why every website should have live chat incorporated into their design.
1) Respond to Visitor Requests Instantly
When a visitor reads about your brand, they will inevitably have questions. Will they react more positively to a prompt to send an email or call that is restricted to business hours, or the potential of an instant response? Given our increasingly short attention span online, the answer is obvious.
In what has become a landmark study for understanding user behavior online, the Harvard Business Review found that a lead’s chance to become a customer increases drastically if their request is followed up on within an hour. Live chat allows you to respond instantaneously, increasing the chance your visitors will convert.
2) Improve Your Lead Generation
Visitors who are willing to chat with you about a question they have, are much more likely to convert to leads than those who simply browse your pages. Of course, you can also set up your live chat to automatically generate a lead from every inquiry, further aiding your lead generation efforts.
Multiple studies have shown increased lead generation rates for websites that incorporate live chat. Increases of 30% or more are common. By adding live chat capability, your website automatically becomes better optimized for conversions.
3) Develop a Competitive Advantage
Despite its obvious advantages in the eyes of your visitors, live chat has not yet become ubiquitous among websites in different industries. If you incorporate it but your competitors don’t, you build a natural competitive advantage that will be difficult to overcome.
In fact, eMarketer found that online shoppers who use live chat purchase products online much more frequently, gravitating to e-commerce pages in which their questions could be answered instantly. The same study found that users become significantly more likely to return to your site if it includes live chat.
4) Unearth and Address Latent Needs
Effective live chat not only allows you to address any needs or questions your visitors might have but also enables you to catalog these inquiries. Over time, you can use the data to gain insight into the questions most commonly asked by your audience, and improve your business or website as a result.
For example, a large portion of your visitors may have questions about a specific detail of your services. Without live chat, they will leave the site with their question unanswered. However, if they can ask someone while browsing on the site, they will not only receive an answer, but you will become aware of this issue, enabling you to increase your site’s clarity.
5) Improve Your Audience’s Perception
Finally, even members of your audience who never actually use live chat can develop a more positive attitude toward your brand if they spot the feature on your website. Simply giving your visitors the option to interact with you increases their perception of your responsiveness, forming a positive image of your brand as helpful and willing to engage in their minds.
The above five reasons make it clear: every website should have a live chat feature. We can help you incorporate our live chat tool which is designed to help your lead generation, customer satisfaction, and business success. To learn more about the tool and our services, contact us. You can also call us at 215-393-8700.