- Posted by Gabriela Angelova
- On 17.04.2017
- 0 Comments
- customer support, eshop, faq, live chat, seo. feedback, service, subscribe, traffic, website, website chat, website live chat
Nowadays many websites you visit will have a live chat function. Live chats are a great way for businesses to establish lines of communication with their customers. They provide customers with immediate support, answer their questions and also guide them through the whole sales process.
Despite all their advantages, live chats are not always a good idea for all businesses. For instance they can add extra operation costs due to increased bandwidth use as your staff tries to attend to every customer’s queries.
This article seeks to discuss the good, the bad and the ugly of live chats.
- Personalized service
Customers feel more valued when they know that there is someone on the other side who is happy to provide them with answers to any questions they might have. A real-time chat with a business representative encourages customers to come back in future and also helps the business have a better understanding of customer’s needs.
- Time efficiency
Customers are very sensitive to delays and poor customer service. A live chat gives the company and its customers a platform to trade feedback. This direct communication helps the business retain more customers in the long term.
- Improved customer satisfaction
When the customers know that they can reach a company representative any time they need to, they feel more confident dealing with the company. At the same time, the business is able to better understand customers’ pain points. This definitely gives you an edge over the competition.
With a live chat, your customers will be able to easily find answers to questions that are not addressed by the website. At the same time, company representatives may direct users to information they wouldn’t otherwise notice.
- Chat transcripts are a useful tool
Reviewing the concerns raised by potential customers gives you an opportunity to tweak your website to address those concerns better and more directly. This further improves your customer service.
- Difficult for some users
For customers who don’t have sufficient computer skills, their preference will always be a phone conversation with a company representative. If a customer’s typing speed is not fast enough, he or she will find the chat support frustrating.
- Inaccessible for mobile users
Customers who access the website through their mobile devices may be locked out if the chat feature is not adapted for use on these devices. With the widespread use of cellphones, it is important to make this feature accessible by every device or just do away with it all together.
- Impersonal medium
There are always people who are reluctant to adapt to new technology. These people prefer to use old methods and would not find chatting with a faceless person on a computer appealing at all. This makes the chat experience seem impersonal to such people.
A live chat might encourage users to ask multiple questions that can easily be addressed elsewhere. For example a customer can ask questions that are already answered in the website’s FAQ section. This ties up your staff resources and also increases operating expenses.
- Work interruptions
Chat windows are likely to distract employees from their normal daily tasks. This will lead to delays in completing assigned tasks as staff juggle between live chats and other tasks.
- Staffing and speed
If your business is still small, you may not be in a position to employ additional staff to attend to live chats queries. This could mean a member of staff leaving other duties to attend support inquiries. Any delays in answering to customers’ questions could make your business look unprofessional.
If you have enough resources to use a live chat on your website, it is definitely a useful tool. All you need to do is take time to weigh your own circumstances and decide whether you really need to have a live chat or not. If you have further questions and need a proper consultation on your website, don’t hesitate to contact us and ask about a customized audit.