Imagine a situation that your customers are coming online, ordering your products and there is a problem or they need to ask something more. They try to look for some easy way to get the information they need before to purchase and they have many regrets – do they need to order at all? There is such a pain afterwards when the purchase is not clarified since the very beginning. And finally most of your customers give up and leave the site…

Or you on top sales reps beginning a day of work at your highly competitive retail company, when suddenly your computer stops. Your list of potential prospects are unavailable, your calling function has gone down, and you’re stuck furiously clicking … So what’s next? Should you send the software company an email? You definitely can’t spend a whole day waiting on a reply.

Your clients and customers are always online, and running your business is now a 24/7 pursuit. We are living in a generation of instant gratification and constant web connectivity and it is impossible to predict peak business hours.

Potential leads could reach out in the evening, on the weekend, or even during the holidays. If you’re not there, they probably won’t leave a message.

In fact, if you don’t interact with your leads on their schedule, somebody else will. It could be your rival businesses…

…or it could be 24/7 Real Human Chat Agents.

What about the website’s live chat feature? No waiting queue, no holds, and getting immediate answers seems like the best way to go. Plus, you can keep working while you wait for a reply instead of sitting on the phone.

And your customers will be always responded immediately – no lost orders.

Advantages of Using Live Chat for Customer Service

Greater Convenience

Responding faster to a lead or a potential customer is going to leave a better impression than making new customers (or any customers) wait around.

Adding a chat service to your website can meet both these demands because chat channels reduce stress for customers by meeting consumer needs.

Improved Efficiency

With the added convenience of a more accessible support team, your support reps can expect an increase in work efficiency as well.

More Cost-Effective

With reps able to take on more cases within the same period of time using live chat, you can use the same amount of reps to double or even triple your potential to take on more support cases. This can save your business a significant amount of money because you won’t have to spend more on your payroll to meet a higher support demand from your customers during busy times.

More User-Friendly

Along the spectrum of customer support, chat can be described as a halfway point between phone and web channels.

But before you try live chat, here are a few questions to ask yourself:

What pages should you put live chat on? 

Your homepage probably gets the most traffic, but that doesn’t mean it’s the right place to add live chat. Consider key action pages like a pricing page, contact page, or a request trial landing page.

These are the right places to try messaging because this is where visitors will have questions and have expressed some level of interest in your company simply by navigating there.

Who will work your live chat?

The magic window to respond to a lead is five minutes, according to Drift. Chatbots are helpful to extract information from a visitor, but having a real human to answer questions is necessary.

Be careful though. You don’t want to roll out messaging to your entire marketing and sales teams all at once. Find one or two individuals on your team to work chat to evaluate its benefits.

What will measure success?

Getting many visitors to chat with you might not be the only measurement of success. Consider the objectives I outlined above. What do you really want to conquer with chat? And what are the early indicators of success so you can determine if messaging is worth scaling? 

Free Live Chat Tools for Websites

So, if your business is interested in providing a great customer service experience and closing more sales, and you have someone that can monitor and respond to the messages you receive, we highly recommend adding live chat to your website. Now, let’s review some of the tools that allow you to do this for free. 

Tawk.to is a full-featured free live chat widget for websites. Some of the things we like about it are its positive reviews, easy setup, and the amount of features included for free.

MyLiveChat is another website chat provider that has a robust free option. With unlimited chat volume, quick setup, multi-language support, canned responses, and the ability to email the chat transcript, the free version will be more than enough for most small businesses.

WP Live Chat Support is a great option if your website is built with WordPress. This free WordPress plugin lets you manage your chats right inside the WordPress admin dashboard, eliminating the need to log into another software tool.

And many more – LiveSupporti, Userlike, Intercom, etc. 

But how to be sure you do the right choice – what to prefer? A chat bot, that will respond weird to some usual questions of the customers, a software that you will have to manage by yourself or a real person that is aware of your products and will respond immediately the proper way?

The HelpDesk247 Advantage

HelpDesk247 offers a trusted, cost-effective link between your business and overseas talent. Our highly-trained, fluent team in the Philippines provides outstanding live customer support at just a fraction of what you would otherwise pay.

Think about it: Maintaining a 24/7 team of $12/hour employees for a month will likely cost over $10,000 when employee benefits and overhead are factored in, while HelpDesk247 plans start at just $149/month.

Do the math, and the solution is obvious… 

Do you need more information, CLICK HERE.

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