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Why Live Chat is an Important Website Feature to Have

Why Live Chat is an Important Website Feature to Have

Finding new ways to improve customer satisfaction is absolutely crucial for any business, and one of the best ways to accomplish that is through improved customer service and communication. Live chat is a popular and effective method to give users another channel of communication with your company.

Here are some of the biggest benefits of live chat and why it’s an important feature for any business website:

  • It’s convenient. In a world where text messaging and 140-character Tweets are a preferred form of communication, people are opting for text-based communication over phone calls in large numbers. Live chat is, simply, a whole lot easier and more convenient for customers who don’t want to have to go through the hoops of a 1-800 number and want to be able to multi-task while they’re waiting to have their questions answered.
  • It’s inexpensive. Live chat reduces average interaction costs and increases efficiency in your customer service team by allowing representatives to handle multiple chats at once. Therefore, you don’t have to hire as many representatives.
  • It increases sales. There has been a lot of information that indicates that live chat increases sales numbers, including a recent study performed by Forbes. This is most likely because customers are happy to have someone who can immediately answer any questions or concerns that they have. The availability of that sort of immediacy can make or break a sale. The moment a customer asks a question, they’re already considering purchasing the product. Having someone there to answer it makes it much more likely that the deal will go through.
  • It keeps you ahead of your competition. You might be surprised to find out that there are still a lot of top retail businesses that do not have live chat services on their website. It’s still a relatively new feature that companies are using, which means you can get in at the right time and get a bit of an edge.
  • It humanizes your company. Having someone there at all times who can respond to a customer’s concerns and actually interact with the customer while they’re browsing your site can help give your company a bit of personality and a more human image.

IDMI.Net uses industry leaders to add chat technology to customer websites. Contact us today by emailing sales@idmi.net if you have any questions or to get started.

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