Why Live Chat Is A Must For Your Business
by Sam Davis
How many times do you go on a website now to be greeted with a Live Chat operator in the corner? I’m guessing it is probably more often than not. Whether you’re looking for information, buying a product, or comparing deals – you’ll often see these windows popping up at the bottom right hand corner of a website – with a friendly face ready to answer your queries within a few seconds.
Live Chat is much more convenient for the user than sending an email or picking up the phone. It is often quick to get responses, plus they can always point you in the right direction with a link or by guiding you to a download. No menus, no hold times, and need to involve everyone in your home or office with your public phone conversation!
So how does it work for the website owner? Well, when you sign up, you’re given a login to a “Dashboard” area. When you’re logged in to this, you’ll automatically appear as “Online” on your website; if you log out – you’ll either appear as “Offline” and the visitor is then directed to a form which emails you, or you can choose to have it not appear at all.
You can see where the user is from geographically, see what page they are surfing on, and even what they are typing before they press Enter – this makes it handy to prepare responses to their question whilst they’re typing away.
You can also get a free app for your phone which will alert you when a Live Chat comes in too – and this enables you to converse with the visitor from your mobile (not that they realise it). You can see where the user is from geographically, see what page they are surfing on, and even what they are typing before they press Enter – this makes it handy to prepare responses to their question whilst they’re typing away!
As well as the the flexibility you get from the different ways you can communicate (via your computer, tablet or Mac) – you also have several options including setting your chat “Opening Hours”, having different agents all using the chat, passing chats between agents, and a whole lot more. Another handy feature is that if the user does not do anything with their mouse, or pauses on a page for a specific amount of time (which you can determine), you can pop up with a message for them, prompting them to ask if they want any help. Not only this, you can tailor your message depending on the page they are on, so it is a laser targeted conversation.
With Website Right, every site I make will ALWAYS contain the option of having Live Chat – and… it is completely free! The sites that do not have it are turning away potential customers, and, being someone that wants to see your conversion rate be as high as possible, then I always make sure that it is a mandatory part of my offering.
Similarly, if you already have a website and want to get Live Chat on your site – branded to your colours, using your logo, and with lots of pre-determined triggers and responses, then get in touch with me, as I will be more than happy to assist you.