Online chat is one of the useful tools that help increase conversion rates on your website while improving customer service. Especially in online business, it plays an extremely important role.
Improve your business with live chat
The benefits of live chat, especially in online business:
1. Address customer requests quickly
- Live chat combines various useful features to help you efficiently handle customer requests, including:
- Sharing links
- Images
- Attached files
For example, if a customer wants you to provide detailed step-by-step instructions with visual aids, explaining the entire process over the phone would consume a lot of time and could lead to errors. Instead, sharing an article or video would provide your customer with all the detailed guidance they need without any confusion.
2. Report specific performance metrics
Real-time chat is one of the quality live chat applications widely used by businesses. Premium live chat software often comes with integrated reporting features to understand both customer and employee activities. Therefore, your company can easily collect valuable data to improve daily operations.
For example, evaluating employee performance can be easily demonstrated through specific numbers. This helps you formulate adjustment policies, whether in terms of rewards or providing necessary guidance for further training. Additionally, you can track overlooked customer requests, time-consuming issues, or complications.
This enhances your customer support service, ultimately improving the customer experience.
3. Enhance customer experience
Another great benefit of live chat is the ability to send proactive chat invitations. This feature can help convert website visitors into actual customers. Many businesses may overlook this simple proactive approach, but it’s crucial for building relationships with potential customers.
Efficiently addressing multiple customer requests while waiting for their responses can increase customer satisfaction and improve customer service productivity. Additionally, employee productivity will also increase thanks to the versatility of chat features such as pre-written messages.
This feature can save you a lot of time in customer support. Instead of explaining or repeating answers to multiple customers, you can quickly and conveniently apply pre-written messages.
4. Increase conversion rates and sales revenue
Increasing conversion rates by 20% or more is an impressive figure attributed to the benefits of live chat. This is also a common finding across multiple studies.
For example, a company that implemented a live chat feature is Wells Fargo. In 2008, the company saw a double-digit increase in conversion rates when reintroducing customer support services via live chat.
5. Live chat helps save costs
Online chat allows users to communicate and exchange information quickly, conveniently, and at minimal expense compared to face-to-face meetings or phone calls. This is particularly useful in a business environment, saving time and money for enterprises.
Digital Mind – Smart Online Chat Chat Solution
Digital Mind is a multi-functional sales software that supports various stages of sales: customer attraction marketing, interaction and consultation with customers, order placement, order status tracking, customer care, sales channel performance reporting, employee performance tracking, and more.
One of its prominent features is live chat with customers through multiple channels such as websites, fan pages, Instagram, Zalo, etc. The convenience lies in being able to receive and respond to messages/comments from customers on all these channels within a single Subiz screen.
This article will focus on Subiz live chat, which enables live chat on websites. In addition to the basic benefits of live chat as discussed above, Digital Mind live chat also has some notable features:
- You can creatively design chat windows to align with your brand identity.
- With just one Digital Mind account, you can manage multiple websites simultaneously.
- With a primary account, you can add multiple agents to manage various websites together.
- Notifications when customers visit the website, knowing which page they are on to anticipate their needs.
- Setting up proactive chatbots for greeting and interaction when customers visit the website.
- Setting up automated response bots to instantly respond to customers according to scripts, increasing customer satisfaction and assisting agents in faster task handling.
- Setting up template messages and product catalogs to help agents send responses/product images to customers as quickly as possible.
- Designing chat window questionnaires to automatically collect customer information.
- Automatically segmenting chat sections from customers to employees.
Additionally, Subiz offers many other useful features, which you can explore further at digitalmind.com.vn. To understand how Subiz can help your business best, don’t hesitate to chat live with Subiz on this website. The Subiz team is always ready to assist you.
In conclusion, live chat is an important tool in online business for providing customer support and increasing sales conversion rates. By providing the ability to chat directly with customers, businesses can answer their questions and help them decide to purchase their products or services.
