As connected as our computers, tablets, and smartphones can make us feel, online shopping for products and services can be a very disconnected experience. In a store, you can simply walk up to a sales representative and ask a question. At a website, you fill out a contact form and wait — sometimes for days. Can you afford to have your customers go somewhere else simply because they were able to get an answer more quickly?
Great customer service is fast and responsive. By adding live chat to your Calgary web design you make it easier for visitors to get the information they need to make a purchase quickly and easily. Not only does this increase sales and build customer loyalty, it can cost less than phone or email support and give you an edge over your competitors.
Greater Engagement Increases Sales
No business owner would ever let a visitor leave without offering to help him or her. You might as well lock your doors and go home, if that’s the case. Likewise, a great website can attract quality customers and convert qualified leads, but there are times when people have questions and don’t want to perform more research, make a phone call or wait for an email reply. In a November 2013 survey conducted by LivePerson, 72 per cent of respondents said an immediate response was crucial when they needed assistance.
When your customers know you will be there to offer instant answers, resolve issues, and provide links to useful content, they are more likely to come back. Great service builds customer loyalty. As Morgan Jacobson writes on the Hubspot blog, “Your customers might make one purchase from you, but when you’re not there to answer questions or hear their complaints, they definitely won’t be back.” The team at Emphasize Design can help you convert those visitors into repeat customers by creating a great Calgary web design that incorporates live chat so there will always be someone there when your customers want information or need assistance.
Businesses need to know their customers. Live chat isn’t the preferred method to connect for everyone. If your target demographic is the older generation, you will find them choosing phone support more often than younger customers, but that is likely to change over time as chat becomes more familiar.
Better Customer Service at a Lower Cost
Live chat makes it easier for you to earn more, and it can save you money as well. Because it is faster and easier to implement than other customized CRM or e-commerce platforms, live chat can be launched in as little as a day. Customer service representatives are able to respond quickly and spend less time on each response. It can even be done with a tablet or mobile phone, so live chat agents can respond even when they aren’t at their desks.
Saving time means greater efficiency. With live chat support, your website will be able to support more customers with the same number – or perhaps even fewer – representatives.
Calgary Web Design With Live Chat: The Competitive Edge
Customers have lots of choices online, and providing fast, efficient support through live chat is one way to stay ahead. Live chat is one of the quickest and most efficient ways to have immediate interaction with a company. Compare the simplicity of copying and pasting product codes or order numbers into a chat box when you have a question over that of reading them over the phone. While it might seem like a small distinction, it could make a big difference to your bottom line. It’s no wonder most customers consider it an attractive option.
Finding ways to keep a lead over your competitors can be tough, but it’s not impossible. A professional Calgary web design and marketing plan from the expert team at Emphasize that incorporates live chat can make it easy for you to nurture your customers and keep them coming back for more.