Three Ways Live Chat Benefits Improving E-commence Business and Sales

Online buying and selling has become normality in our daily life, whether you are start-ups or big corporations, communication with web visitors has become a key part for success of online businesses. Apart from traditional communication methods like phone calls and emails,
more and more online businesses have incorporated live chat into their websites as an alternative to offer customer support. It is a great way to assist the website visitors and get their attention before they leave.

There are a lot of live chat software available on the market and it is as easy as embedding a link on your website. Here is what you can look for by adding live chat to your website.

1. Increase sales with real-time assistance and proactive chat
   
   According to a report from Forrester: “Many online consumers want help from a live person while they are shopping online; in fact, 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 a website can offer.” Live chat keeps website visitors engaged. Answering their questions in real time makes them trust your brand more, and makes them more likely to purchase your products and services. Besides, you can proactively reach out to your web visitors when you notice he or she needs some assistance. Since most web visitors will hesitate before making a purchase, and sometimes they just need a little nudge to pull the trigger.
   
   
2. Improve customer satisfaction with quick response
   
   For online businesses, keeping your customers happy should always be on top of your priority list. Time is valuable for everyone. Many web visitors don’t have the patience to wait for an email or voice mail to be returned and some even can get agitated due to the slow reply. Many features in live chat software can reduce the amount of time that it takes to resolve customer issues. Auto accept chat enables you to accept chat requests immediately; department allows you to route customers to the most appropriate department; chat transfer & join makes sure that customer issues are handled by the right person; canned messages make it easy for you to quickly give customers an accurate answer. Offering assistance to your customer in a timely manner will make them feel that they are valued and important which will improve your customer loyalty.
   
   
3. Cut down your expenses with less call center and human resources cost
   
   Compared with money involved in maintaining even a small-scale call center where you just have two to three operators, money you spend on live chat is much lower. Besides, as for a call center, you can only take one call at a time and some times even face the problem that you can’t hear clearly due to signal problems, while when offering live support for customer service, you can take multiple chats in one time – which significantly reduces your human resources cost and at the same time boosts your customer service.

Author Bio: Kevin Gao is the founder and CEO of Comm100, a leading provider of live chat software for business. As a software developer as well as a small business expert, he’s always ambitious to revolutionize the way of online customer service and communication.

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