The beginning of any website page design is primarily focused on navigation, color, text, CTAs, and to-the-point information provided about the business. How can you bring in more flexibility between you and your visitors after they’ve discovered your website and what it offers? How can you broaden the communication funnel beyond content and visual elements, making it more personal and customer-centric? You can accomplish all that by the installing a simple live chat feature. Live chat comes in handy, and is deemed extremely crucial for ecommerce websites where customers have more queries regarding the product that they’re contemplating to purchase. Visitors often pose questions, request for more details on any given product or go over for more details about the brand. The trouble that was once seen in online shopping of customers being disconnected from someone who can answer their questions in real time is defeated. Through the feature of live chat support, on behalf of the brand itself, visitors can now navigate, effortlessly, throughout the website to ultimately make a sale. This is emerging as the most basic form of one-on-one communication between a new visitor on-site and the brand.
Is it possible to recreate that basic form, so that it can benefit businesses scaling from different genres and standards, other than ecommerce?
Yes, it is.
With growing technology, knowledge and easy accessibility of information online, people know more about your business services and may have more profound, deep and accurately challenging questions to exhaust. Needless to say, you would want your visitors to post their questions about your business on your website rather than some other business-related website. Failing to accept that would that would leave a bad impression, and sometimes your business blog doesn’t answer all those service-related questions. As it turns out, live chat has the ability to provide those answers, straight out of your stake, to visitors, while also adding significant benefits of growth and scalability in the entire business mix.
Let’s take a simple parallel example about a visitor wanting to extract information about a website through means except from its own website:
Hunting down information is simple. You type a word in the narrow box of Google and you’re presented with tons of articles, videos, and usable content fresh off the bat. But when you type in a word following a business name like “web development *company name*”, you get an organic stream of only one possibly genuine and relevant link beaming you to that particular business website’s service page. The sole purpose of your search was to know more about that business’s “web development” service because what’s posted on the website is not accurate enough. So, the search engine hasn’t really guided you towards where you want to go. Currently, there isn’t any other method of learning more about that business’s “web development” services, except for on their blog or social media profiles such as Facebook.  So, basically your business isn’t living up to its customer-sincerity because you left your visitor with no sufficing option.
The groundwork is laid out pretty simple and concise. You need to want to install live chat to your website, regardless of what product or service you offer, to widen that gap between you and your customers. Engaging with those customers is one thing, and discovering them another. For them, discovering your business is one thing, and connecting with you is another. What makes a website good enough and competent in providing 100% service and value is making sure that once your website is discovered, it should look communicatively friendly and open to persuade more interaction, and ultimately a conversion.
With the presence of live chat support, visitors can attain in-depth information about your services and you get to know them better only for you to alter your services to fit their needs perfectly. In today’s technology, customers don’t shape their standards to fit your business; businesses need to shape their offerings to fit theirs.
So, in plain hindsight, live chat is:
- It is convenient for visitors.
- Â It can save burdensome communication barriers through emails, phone calls, etc.
- It encourages an open-minded conversation and experience.
- It rewards you a token for your competition.
- Â And, you tap into the untapped potential of customer behavior.