For Businesses, Live Chat Isn’t a Luxury—It’s a Necessity.

Level up your business with live chat.


By Raquel Guarino

If you’re asking yourself if live chat is a good choice for your business, the bad news is you’re already behind. The good news is because live chat is necessary for modern businesses, it’s pretty easy to add live chat to your customer service and sales strategy for a low cost.

Still not convinced? Here’s some information from a 2018 Forrester report you probably want to know:

  • A buyer using live chat will spend 60% more than a buyer that doesn’t
  • Visitors who use live chat are almost three times as likely to convert than those that do not
  • Sales with proactive live chat (a live chat feature that reaches out to customers first) results in even higher engagement than reactive chat (when a customer contacts a business first). 

Better than Facebook

While social media channels can benefit your company’s customer service, you’re likely missing out on business if you’re solely relying on Facebook and Twitter. According to one report, “62% of customers are more likely to repurchase from a company that offers live-chat support.” 

Cheaper than Phone 

While traditional phone support is still a popular choice for some, live chat support is a much more efficient use of your resources. One study shows you can save up to 30% by choosing live chat over phone. The reason is likely due to the fact that live chat software like Help.com lets agents review multiple cases at the same time.

All the Major Retailers Are Doing It

The same Forrester study mentioned earlier revealed that each of the major retailers they followed offered live chat, including: Amazon, Best Buy, Dell, Kohl’s, Sam’s Club, Target, and Walmart. However, the study notes that nearly all of the companies are hiding the live chat button deep in their sites; this means they're missing out on major sales and support opportunities. To make the most of your business's live chat, you can add Help.com’s chat widget to every page of your website. Enabling auto-engagement rules will also increase the number of leads and sales for your business. 

 

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