Customer Service

Why Your Business Needs a Live Chat?

Connecting with customers through chat.

In an era where customers expect 24/7 service, live chat has become the go-to solution for businesses large and small.

In this article, you’ll learn why you need live chat as well as advice on how to use it effectively. 

Let’s get started.

What is live chat?

Live chat is an online real-time messaging tool that lets you communicate with customers on your website (or inside an app).

Visitors on your website can click a “chat now” button to start chatting with a customer service rep in real time

You can set up chat to start automatically when a visitor arrives on your website or app. You can also have a live chat agent manually start a session whenever they want. 

How does live chat benefit your business?

Chat support offers numerous benefits to businesses. There can be a lot of benefits to implementing a live chat on your website. 

Here are some of the benefits.

Drive sales using chat – Make your customer experience personalized for the customer journey from start to finish.

Connect with customers – Live chat provides complete customer support that will delight your customers, drive sales and increase conversions.

Turn chats into revenue – Take care of your customer through an interactive customer support chat that offers many useful features and tools.

Support clients the premium way – Give customers personalized support at all times and improve their satisfaction with a chat tool.

Provide five-star customer care – Boost the satisfaction of customers by offering customized customer support via online chat.

How to grow your business with live chat

1. Increase customer awareness

Chat is all about providing exceptional customer service. By using live chat to answer your customers’ questions and to provide helpful, personalized responses, you essentially tell customers that you are available – almost 24/7.

This increases customer awareness and showcases your commitment to customer satisfaction and retention.

Broadening your customer awareness also helps you connect with new customers who might be interested in your business and products, but aren’t aware of your presence.

You can accomplish this by including your chat details on your home page, product pages, and anywhere else on your website where it makes sense.

2. Boost sales with easy lead generation

Chat can also help you generate leads quickly, easily, and painlessly. You can set up your live chat to automatically greet visitors with a product or offer that is relevant to their specific needs. 

When a customer clicks on the product or service they’re interested in, customer support agents can prompt them to enter their information and then be offered a coupon, freebie, or valuable insight.

You can use chat to build rapport and trust with your customers, spark their interest in your products, and ultimately generate leads

Managing leads can be difficult, check out our article “How to improve your lead management systems”.

3. Demonstrate brand awareness

A significant number of visitors are expectant that they’ll be able to connect with someone via live chat – at any time of day or night.

By failing to offer this essential customer service, you risk alienating your audience, losing business, and hurting your brand.  

Your customers want to feel comfortable, welcome and appreciated. If you don’t have chat, it’s almost as if you’re actively preventing your customers from contacting you – even if it’s just to ask a quick question.

You’re also missing out on the chances to impress your customers with quick responses and personalized support.

4. Offer a better customer experience 

When it comes to chat conversations, it’s important to make sure that your customers are happy. If you have a website, you can set up a widget on your site that enables site visitors to start a chat session.

This makes it easy for customers to reach out for help and start chat conversations. 

You want to make sure that customers are able to get in touch with you quickly and easily. Make sure that your live chat is set up in a way that makes it easy for customers to get the help they need.

Using live chat within your business

There’s no denying that the landscape for business has changed.

Customers are no longer willing to wait days for a response to their questions; they want answers right away, and brands that can’t provide that are going to lose business.

The future of ecommerce is exciting; live chat is just one new piece of technology that can change the customer service experience forever.

Live chat is one of the most effective ways to provide instant communication with customers while proving that your brand is ready and willing to help at all times.

Even if you’re a smaller brand, you can still make use of chat to engage with your customers and show them that you are active and ready to help. Investing in chat can be one of the best decisions you make for your business.

Breadstack can get you set up with a live chat so you can continue to improve efficiency and allow yourself to scale. Contact us today to get started!

Ready to use a live chat?