Live chat is commonly associated with customer service, but what many people do not know is that it is also a great sales and marketing tool. Live chat can help existing customers, new customers, and potential customers, and when leveraged properly, can drive more sales through leads. Live chat has the power to provide a wide range of benefits for your business. Below are six of the many benefits of live chat and how to make the most of them for your small business.
1. Enhances the Customer Experience
Live chat gives you detailed reports, conversation summaries, and full transcripts for every interaction that happens with a client. Use these transcripts to your full advantage in order to learn and better serve your customers’ needs.
When reviewing the transcripts, ask questions to find out what your customers are saying and to derive insights from patterns. What are they asking about the most? What information are they missing? What are they most satisfied with? What are their complaints?
You can use this information to create a Frequently Asked Questions page on your website, or to include the most commonly sought after information in your homepage. One of the biggest benefits of live chat is that you can answer questions before customers even have to ask them! This makes for a better experience on their end, and saves time for both the customer and the agent.
2. Improves Customer Service
The second benefit of live chat is that it can help make your business’s customer service better. The information you obtain through transcripts will equip you to better prepare and train live chat agents. You can also use the transcripts to keep an eye on your live chat agents, to ensure they are providing the highest quality service possible.
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 that conversation with your agents to help them recognize how something may have come off the wrong way or how something could be done differently in the future.
With the transcripts, you can even identify exactly what makes your most best agents so successful, and more effectively implement widespread use of those conversation styles and strategies throughout your team.
3. Drives More Leads
According to Forbes Magazine, as many as 71% of internet leads are wasted by companies. Your company doesn’t have to be part of that statistic. You can, and should, use every conversation and lead you can in order to build your business. Within your live chat conversation, there will be important pieces of information such as product interest and contact information. The benefit of live chat with regard to leads is that these these bits of information, however small they may be, enable you follow up with interested and engaged people, or to add contacts to your future promotion lists.
4. Increases Awareness of Additional Products and Services
During a live chat conversation, a client may make side comments (both good and bad) about other products, services, or issues. The agent may be unable to address those comments at that time if they are not pertinent to the issue at hand. The benefit of live chat here is that since the conversations are documented, 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 the time.
If there was a negative comment or concern, they can follow up with the client and ensure that it gets resolved. Or perhaps the customer mentioned another need, not knowing that it could be met by an additional service or simple upgrade offered by your company. This is the perfect opportunity to inform them about this service without having to sound “pitchy” or “salesy”.
If there was a positive side comment, you can follow up and find out if that client has any interest in learning or obtaining more of a particular service they like. You may also have additional suggestions for them based on a preference they revealed during the conversation. One of the many benefits of live chat is that it enables you to move customers further down the sales funnel and show them what else your business has to offer.
5. Strengthens Customer Relationships
Since live chat conversations are documented, you are able to look back and find specific details from the conversation to mention in your follow-up correspondence. This enables you to write a more personalized and detailed message. When an agent remembers specific details from a conversation, it makes the customer feel valued and shows that the agent was fully attentive. You are treating them as an individual client, instead of one of the many that you talk to each day. Live chat benefits your business by increasing the quality of your relationships with your customers through more personal interactions.
6. Boosts SEO
The data from live chat conversations provides a lot of insight into what your customers current and future needs are. Frequently asked questions on live chat are likely to be frequently searched topics on search engines such as Google. If you use the data from live chat conversations to create a FAQ page on your website, you can improve your search engine optimization (SEO). When individuals type these queries into search boxes online, your website is more likely to show up in the results page. The more relevant your information is to the search, the higher you will rank. By optimizing your site for SEO, you put your business in a position to be found not just by more people, but by more people who have the ability to become future customers.
The benefits of live chat extend to your audience, your employees, your website, and your overall sales. It helps you to better know and serve your customers, and for your customers to better know and utilize your business—the foundation for mutual satisfaction and successful growth.