Table of Contents
In this age of digital penetration, online chat is constantly becoming the new type of effective customer service. Offering a real-time platform where you interact with clients is a perfect way to connect with and support them.
Studies show that live chat produces satisfaction rates of 73% compared to 63% for other customer support.
Using live chat should be a no-brainer if you run a WordPress site and are serious about growing your business. However, if you have not decided yet, this post will outline why you should integrate live chat on your WordPress site.
What is online chat?
Online chat refers to any form of communication done over the web that offers real-time conversations. Chat messages are usually short to allow users to respond quickly.
A live chat app on your WordPress site will allow you to interact with customers in real time and solve their issues while they are still active.
Reasons you need live chat for your WordPress site
A live chat solution on your WordPress site is the launching pad for sales growth. It will lead to the expansion of your business and give you insightful details about your customers. Let’s look deeper into the reasons for having a live chat for your WordPress site.
Real-time convenience builds an understanding
The secret to thriving in business is clearly understanding your customers. Live chat is an excellent medium for businesses to understand clients and create long-term business relationships.
A quick response generates the energy to develop a healthy bond between your business and clients.
Furthermore, live chat provides a quick response and allows you to attend to technical issues instantly. Creating a better user experience boosts customer satisfaction and improves brand loyalty.
Live chat is cost-saving
A live chat support system on your WordPress site increases your customer service team’s efficiency by allowing virtual agents to attend to multiple chats simultaneously.
You will not need more agents as the live chat software offers various chat utilization and distribution alternatives.
Additionally, it increases the average order value because you can give real-time advice and feedback when a visitor is in the middle of the shopping. It also lowers the customer service wait times, thus reducing the overall help desk costs.
Live chat gives you a competitive advantage
With business rivalry increasing daily, having something that stands out has never been so important. Regardless of your business’s size, having a live chat solution on your WordPress site gives you an edge over your competitors.
Even big industry players like Apple and Virgin Airlines have an online chat system to stay ahead of competitors. Besides, nobody wants their site visitors to leave for their competitors because of something you can quickly implement on your site.
It boosts conversion and sales
A live chat agent guiding customers through the purchase journey bolsters their confidence in your products and customer service. As mentioned earlier, a positive customer experience results in higher order value.
Moreover, when a customer engages in conversation with a live chat agent, they have up to a 40% chance of becoming a repeat client to your website.
Live chat software helps extend your customer support services to operate up to eight hours with chatbots, giving you a 24/7 presence. This positively influences conversion rates and customer satisfaction, thus translating to improved sales and revenues.
However, the secret to improving conversion rates with live chat is to adequately train your representatives and equip them with insightful information about your products and services.
It is also essential to provide them with a discount coupon to offer visitors who look confused on the site. They can use this to nurture potential clients or make an upsell to the customer who has purchased a product.
Builds a long-lasting customer relationship
Satisfied, loyal customers are less likely to leave your site and are not price-sensitive since they know your price list. Statistics show that customers who feel cared for and valued do not care much about what they pay and are less expensive to maintain.
When visitors feel their concerns are attended to and they can interact with an agent from the company, they will probably build a strong bond with your business and feel free to share their experiences on your site.
To be more precise, 63% of visitors who have used live chat solutions return to the site compared to those who don’t.
Insightful reports
With quality live chat software, you get a built-in report monitor tool integrated to allow you to collect valuable insights about your customers and service team. As a result, the service team can provide customized customer service.
The monitoring process helps the support team improve customer experience each day by quickly identifying the chokepoints in their service provision.
For instance, you will identify underperforming agents and take appropriate actions, such as giving more training or necessary guidance.
Conclusion
Live chat support software on your WordPress site is undoubtedly worth the investment. It is undeniably the most effective way to start a conversation with your visitors and convert them into becoming regular customers.
Additionally, live chat lets you interact with customers in real time and understand their concerns. When you understand users’ problems from their perspectives, it becomes easy to address them and offer a solution accordingly.
WordPress live chat software offers real-time feedback and allows you to solve technical issues while the customer is still on your website. This creates a positive customer experience and encourages the client to purchase from you, increasing revenue.
