Live chat is commonly associated with customer service, but what many people don’t know is that is also a great tool for sales and marketing. Live chat can help existing customers, new customers, and potential ones, and when leveraged correctly, it can increase sales through quality leads.
Live chat has the potential to provide a wide range of benefits for your business. Below you’ll find the top benefits of using live chat.
Live chat gives you detailed reports, conversation summaries, and full transcripts of every chat session you had with a customer. Use these reports/transcripts to your full advantage in order to learn more about what your customers want/need.
When reviewing the transcripts, ask questions to find out what customers are saying to derive insights from their patterns. What are they asking the most? What information are they searching for? What are they the happiest with? What are their concerns?
You can use this helpful information to create a FAQs page on your website, or to include the most commonly sought after information on your homepage. One of the biggest benefits of live chat is that you can answer questions before customer even have to ask them! This makes for a better customer experience on their end, and saves time for everyone.
The second wonderful benefit of live chat is that it can help make your customer service a lot better overall. The information you get through chat transcripts will equip you to better understand what your customers want. You can also use the transcripts to keep an eye on your live chat agents to ensure they are providing your customers with great customer support.
Another customer service benefit of live chat is that it enables you to more effectively provide feedback to your agents. If an interaction yields an unhappy customer, you can review the chat session and see if it was your agent’s fault, along with what needs to be improved so you can prevent it from happening in the future.
With transcripts from chat sessions, you can even identify exactly what makes your best agents so great, and more effectively implement widespread use of those conversations styles so everyone in your on your team becomes great.
During a live chat conversation, a client may make side comments (both good and bad) about certain products and services you provide. The agent may be unable to address those comments at that time. But you can make improvements later on. The benefit of live chat in this situation is that, since the conversation is recorded, agents are able to read back over the conversation and pick up on things they may have missed or weren’t able to address at that time. If there was a negative comment or concern, they can follow up with the client and ensure it gets resolved.
As you can see, there are many awesome benefits of using live chat on your website. If you are interested in live chat, please contact us today and let us help you get started!