We know that live chat might not be the first thing you think about each morning as a business owner.
Here are a few things that companies have to deal with on a daily basis:
~Hiring, training, monitoring, developing and firing employees;
~Creating, testing, improving, expanding and removing your product line;
~Obtaining and following up with investors;
~Creating, implementing, testing and revising branding and marketing;
~Designing, adding shopping carts and writing content for our websites; and
~Building and maintaining an extensive list of loyal online and offline followers.
Looks like we’ve covered all the bases, aye? (My parents are Canadian.)
Nope. Once we get people on our websites, we need to get them to do what we want them to do! We need to offer them the ability to talk to us. Live Chat is one of the best ways to do that. Live chat gives our online visitors immediate access to us. It allows us to answer their questions – which otherwise would have gone unanswered. Unanswered questions could result in visitors leaving our websites without buying our products. If they leave without buying something, all of our previous efforts with employees, product lines, investors, marketing, and websites would be in vain.
It’s worth our time and effort to train a customer service agent to chat with online visitors. Helping them on their terms, instead of ours, will almost guarantee the sale. Some surveys show that up to 92% of the people that utilize live chats end up purchasing products or signing up for services on that site. Even if you have to do it yourself, it’s worth it.
The good thing about most live chat software is that you can work on other projects in-between chats. At our offices, for example, our customer support person handles all the live chats, billing issues, and customer support (online questions, phone calls and emails). It’s a pretty slick system. Since we are a multi-million dollar company, you might want to copy the way we do things. In any case, adding live chat and customer support to your long list of business responsibilities is a must.