Reasons Why You Should Implement a Live Chat Software To Your Website

1. Reasons Why You Should Implement a Live Chat Software To Your Website

2. Real-Time Facility For Customers One thing you should not underestimate is the power of real-time interaction with the customer. Forrester Research found that 44% of online consumers say answering questions asked by a live chat system, while one of the most important features in the middle of an online purchase is what a website can offer. There are actually two types of customers who need help and they use live chat. The first group is potential buyers, and these are the most common situations in which potential online customers use live chat: • Want to know more about product specifications • Having trouble finding a specific item on a website • Want to compare products

3. These scenarios highly influence purchase decisions. In fact, more than 38% of online customers made their purchase decisions due to live chat sessions. The second group of live chat users are your current customers. They are the most common reasons for using live chat: • "Want to ask about return policies" • To check the status of their order • Report a bug or suggest improvements to your service Another good live chat support benefit is that you can get instant feedback or notifications when there is a widespread customer-facing issue. For example, if you run a SaaS business, and anything goes wrong, the customer service chat gives you an immediate view of the issue from the point of view of your customers.

4. Live Chat Saves Money • The second live chat benefit is cost-efficiency. So, how can live chat softwaresave you money? • This increases efficiency by allowing live chat agents to handle multiple chats simultaneously. Thus, you do not need to appoint more agents. Intelligent live chat software such as Duvim Chat provides a lot of options for chat distribution and usage. • This increases the average order value as customers receive real-time advice and answers to any questions they may have. This as a customer service chat representative saves "product return" expense, which can help you pick the right product or service that the customer feels is best. As a result, the consumer is satisfied and has the possibility to return the product is less. • This reduces the cost of an overall help desk centre by reducing wait times compared to a call centre. • The implementation of the live chat service is a few minutes of work. Duvim is a group of integrations designed for the most widely used eCommerce and content management systems in live chat. As a result, you do not need any HTML skills to implement live chat on your website. Additionally, Duvim Chat offers its customers a full integration service for free.

5. Competitive Advantage • Nowadays it has not been more important to stand out among your rivals. • The number of business rivals is tremendous and is increasing every day. • Many eCommerce websites are adding live chat support to their help desk software to provide real-time answers to their customers, rather than leaving their website to a competitor. • Perhaps, you are asking if it is relevant to your business as well. It does not matter whether you are small, medium-sized or corporate. Live chat gives you an edge over a competitor in any industry. • Even corporations like Apple, SKY, Virgin Airlines use customer service chat to stay one step ahead of the competition.

6. Increase In Conversions And Sales • Walking through your purchase to a real person increases confidence, and customers spend more time on your website. • A positive experience leads to a higher average order value. • So basically, live chat directly affects your sales. • Multiple studies have proved that one of the benefits of live chat is a 20% + increase in conversion rates. • After implementing live chat service on our website, Post Affiliate Pro conversion rates increased by 23%. • Viktor Zeman, CEO of Quality Unite

7. Another success story of the company implementing the Live Chat feature is Wells Fargo. In 2008 the company experienced a double-digit increase in conversions by resuming its online chat support. • The key to success in conversion growth (with live chat) is to properly train your representatives. Provide them with practical knowledge about their products so that they can recommend additional purchases. Equip them with discount coupons, which they can offer to customers who are still hesitating before purchase. • But the most important thing is that in order to fully use customer service chat, they need to be fast typing. Check how many words they can write in a minute. Make it a competition to improve your online chat customer service. Check out this free live chat typing test and review your team's efficiency.

8. Long-Term Customer Relationship • Satisfactory, long-term customers are statistically less likely to switch. As a bonus, they are less price sensitive. • Experts say that customers who are taken care of are less concerned about what they are paying. • To be specific, 63% of customers who have used live chat support return instead of people. • Studies show that regular customers buy more often and they are less expensive to maintain due to the familiarity with your business and the processes behind it. • When customers feel that their voice is heard and they chat with a person behind the company, they are more likely to have a strong connection to your business and share their positive experience.

9. 24/7 Support • Providing 24/7 customer service can be unrealistic for a company that cannot hire agents to cover all shifts. • Nowadays, your company can only operate within business hours and the rest can be taken care of by activating a chatbot to provide self-service to its customers. • A chatbot can provide the necessary information or a knowledge base article for a customer. • Duvim Chat allows you to switch between a live chat button and a chatboat integration. In addition, it allows you to create knowledgebase articles to provide the necessary product / service information to customers when agents are not available.

10. Improved Customer Service Productivity • Live chat system is a great tool for multitasking. You can efficiently resolve multiple customer inquiries while customers respond. If you have well trained customer service it can increase productivity and overall customer satisfaction. • A great free tool to test your agents' typing skills is the live chat typing test. Check how many words they can type per minute. The live chat typing test is a great exercise as well as a tool that allows you to improve your online chat support. Try it out and see for yourself. • In addition, the variety of customer service chat features such as canned messages also greatly increases productivity, which can save a lot of time for your customer support. If you have a lot of customers then imagine explaining or repeating the same problem. It can be repetitive, frustrating and tiresome. By creating a canned message, you can easily reply to your customers.

11. Better Customer Experience (CX) • Another great live chat benefit is an option to send active invitations to chat. This great function can possibly help you turn on casual browsers in your customers. • Simple active outreach can be forgotten, but it is an important detail that defines a customer's experience with your company as well as potential future relationships.

12. In-Depth Report • If you use quality live chat software, there are reports to monitor your customers' activity as well as your agents. As a result, your company can collect valuable data to improve daily. • For example, you can identify underperformers in your online chat customer service and provide the necessary guidance or additional training. • On the other hand, you can track customer inquiries that were ignored, which took longer, increased, and more. • The continuous monitoring process can help your customer support or service improve CX every day by easily identifying pain points in customer service.

13. Fast Customer Inquiry Resolution • Nowadays there are buttons full of live chat feature. Another great live chat benefit is the ability to share links, attachments, and images. These are all features that are equipped with your online chat customer service to handle customer inquiries efficiently. • Just imagine explaining the entire process or a guide over the phone to a customer. Sometimes, sharing knowledgebase articles, articles with videos, or other attachments can show your client everything step-by-step and prevent potential confusion.

14. Thank You • Hope You Liked The Given Information • For More Info About Live Chat Support, Visit: https://duvim.com/