9 Benefits of Using a Live Chat for a Website

Having a live chat on your website is useful and can help you improve performance and achieve your company goals. Put yourself in your customer’s shoes. When you are in doubt about a service or a product, do you prefer sending an email or receiving an answer right away? 

The second option is more efficient and saves time. A live chat will provide exactly that, and allow your website visitors to have a much better experience when visiting your pages or buying online from your brand. Check out the article to learn more about it. 

What is a Live Chat?

A live chat is software that you can install on your website. It is displayed like a small box on the corner of the pages. The website visitor clicks on it to type their question, and instead of receiving only programmed answers, they can speak in real time with someone from your team. 

It’s possible to make a proactive invitation, so the live chat window will pop up when the visitor enters a page, they are invited to interact through the live chat. Some of the best live chat platforms available allow you to set up personalized invitations based on where the user is located, the number of times they have visited the website, and the time spent on the site. 

The customer support team uses the live chat platform to keep track of all visitor interactions. This enables them to solve customer problems faster and identify sales opportunities as well. 

9 Live Chat Benefits

Why install a live chat on a website? That’s a common question, and there are plenty of reasons that show how this feature has a positive impact on website performance. It even helps to increase your company revenue by increasing the number of sales. 

1. Improve Customer Support

With a live chat, your company’s customer support will become much more efficient. Instead of spending time with calls or emails, your clients can solve their problems immediately, on your website. It’s practical and encourages people to send their questions.

Calling a call center, and having to wait in line is boring and takes too much time, a live chat eliminates this process. Your customers won’t have any hustle when trying to talk with someone from your team, which also shows that your company cares about them, and works to offer the best support.

2. Offer Better Customer and User Experience

User experience refers to how someone feels when visiting a web page, if they enjoy the experience or not, while customer experience is about the buying journey. Both of them are fundamental when it comes to how people perceive your brand. 

If you have a live chat, you have the opportunity to enhance both customer and user experience. When navigating through your website, if the visitors have any doubts, they know they can count on immediate support.

But, keep in mind that to provide great user and customer experience, you must prepare your team so they know how to answer the questions and give the best solutions. Also, you need to create a system to have a fast response time. When there is an interaction through the live chat, it must be answered immediately.

3.  Reduce Costs

Another live chat benefit is that you can save money by installing it. Keeping a call center is much more expensive than using a live chat, and you can reduce the number of calls significantly. Besides, by aligning the live chat with a chatbot, it’s possible to offer 24/7 customer support without spending more. 

4. Increase Sales

Satisfied customers mean more sales. When a potential customer enters your website and can solve all their doubts quickly using the live chat, the chances this person will make a purchase is much higher than someone who struggles to find the information they are looking for but doesn’t count on any help. 

Just the fact that you have a live chat, even if the customer doesn’t use it, is reassuring. The person knows there is a direct line to speak to the company, and this makes them feel safer to make a purchase. 

5. Get To Know Customers Better

The live chat is also a great asset when it comes to gathering more information about who your target audience is. You can analyze the conversations, and identify the most common complaints, for example, to implement changes and enhance your company services. 

You can also discover where most of your customers are located, their average age, their demands, preferences, and much more. The better you know your customers the better you can help them. 

6. Solve Problems Faster

Time matters. Having to solve problems with customer support is already a task that most people don’t even want to deal with, right? Much less losing hours of their day with that. It’s frustrating and can make your customers mad, besides giving a bad impression to your company.

On the other hand, with a live chat and a well-prepared customer support team, customers can easily contact your company and have their problems solved quickly. This has a positive impact on how your brand is perceived and encourages customers to buy again on your website and even recommend it to their friends and family. 

7. Gain Trust and Credibility

Commonly, people feel insecure to buy from a website they have just gotten to know, they feel insecure, for example, if their data is safe if the product is exactly as shown on the website, and if it’s going to be delivered on time. 

To show customers that they can trust your company, there are several things to be done, such as adding customer reviews, and website certificates you have, building a professional website, and having a live chat. With live chat, people know they can contact you, they can even have a conversation with someone from your team before making a purchase.

8. Straighten Customer Relationships

To build a long-lasting relationship with your customers, it’s necessary to nurture it and show how you value them. You can do that by providing efficient customer service through multiple channels, including live chat. 

This feature shows people who buy from your brand can count on a company that cares about them enough to establish a support system that is efficient and fast. Therefore, they feel compelled to buy again from you.

Discover a Live Chat Solution: JivoChat

Now that you already know how using a live chat can help your business to thrive, what about getting to know a tool that will make the process of installing and maintaining a live chat much simpler? 

JivoChat enables you to integrate a live chat on your website with just a few clicks. You will have a platform where you can manage all customer interactions, including the ones made via other channels, such as WhatsApp and Instagram. It is available as a free add-on for all X-Cart users.

You can set chat buttons corresponding to different website pages, and set up proactive invitations according to the time on site, number of visits, and customer’s location. Jivo live chat is also adapted for mobile devices, and it works on all mobile devices. 

Another advantage is that you can use the JivoChat app to keep track of all customer interactions. It’s possible to analyze the audience and get to know who they are, where they come from, and what they are looking for.