The problem with an online transaction is that a potential client can suddenly change their mind about completing an order if they have a question about the service and can’t find the answer. Visitors to your site can have issues not addressed in your FAQs, and these issues often make or break sales. If they don’t have their questions answered immediately, they are likely to click out of the site and find what they need from other companies.
How Does Live Chat Work?
Live chat is a system used by websites to instantly connect and exchange messages with visitors. To use live chat, HTML codes are pasted into the webpages where the site owner would like the live-chat icon to show. Website visitors who wish to speak to support representatives simply click on the live-chat icon.
Representatives can also initiate conversations by sending chat invitations to visitors. If they do, a chat window will appear on the visitor’s screen, and both parties can send messages to each other.
Benefits of Live Chat
Live chat offers instant customer support. Many clients prefer to be guided through a process by a real person, rather than reading the instructions on their own. They may also find a procedure on your site to be confusing, and live chat enables you to attend to their needs on the spot. You can also send pre-written responses to commonly asked questions.
Clients can be hesitant to provide personal information and card details online. They may also worry that once the deal is closed and payment is made, they won’t get the quality of service they were promised. If they see a live chat icon on your site, they are more likely to feel confident that assistance is always available.
The majority of clients who have complaints about a service do not like having to wait on the phone or send an email to a company’s support department to get resolution. Any amount of dissatisfaction can cause clients to cancel their orders or not do business with you again in the future. Not only is live chat more efficient than toll-free telephone support, it is also more economical.