WARNING!! Many retail businesses are still not offering chat.
“Live chat is a key feature that websites must have in order to be competitive.” KISSmetrics.
When I read the numbers (and lets face it, numbers don’t lie) and that statement, it all started making sense to me.
How could I have miss the 3rd way to communicate with my customers?
In a recent research report by BoldChat, the one thing that was made clear to me, was what customers wanted. What they wanted was the 3rd way. Now, if you are not familiar with what the 3rd way is? Then it important for you to check the chart below.
The 3rd way consumers “want” to connect with you is LIVE Chat!
“44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features.”
If that’s not a reason enough to have LIVE Chat on your website then consider the cost saving to you.
Some of the cost savings are:
- Live chat reduces overall cost for a customer call centers.
- Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously.
Think about this, with employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales.
The key to all this is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break that sale.
So is it time to get LIVE Chat on your website?
I think so!