Why live chat is needed for your business


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A presentation on
How Live Chat can improve your business?
Live Chat is Convenient for Customers?
Live Chat Cuts Down on Expenses?
Live Chat Increases Sales?
Live Chat Gives You An Edge of Your Competition?

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Why live chat is needed for your business

  1. 1. Why Live Chat is needed for Your Business
  2. 2.  Live Chat is an online marketing, live support and web analytics application for SMB and large enterprises offered in SaaS (software as a service) model.  The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision.  Watching potential customers click away from their e- commerce sites, many businesses have been adding live chat support.  Live chat has the ability to provide the convenient answers that customers want.  It also provides significant benefits to the staff and bottom line of companies.
  3. 3. 1 Live Chat is Convenient for Customers  44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer. - “Making Proactive Chat Work” by Forrester Research  90% of customers consider live chat helpful. - ATG Global Consumer Trend study  63% were more likely to return to a website that offers live chat. - an emarketer.com survey  An online chat system provides customers immediate access to help. How Live Chat can improve your business
  4. 4. 2 Live Chat Cuts Down on Expenses  Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses.  Live chat reduces overall contact centre costs by lowering average interaction costs.  Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives.
  5. 5. 3 Live Chat Increases Sales  “In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.” -Forbes magazine  The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale.
  6. 6. 4 Live Chat Gives You An Edge of Your Competition  If you want to gain an edge on the competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top.  Live chat provides a simple way to connect with customers who spend a good deal of their money online.  “Almost two in 10 live chat respondents did more than 75% of their holiday shopping online, compared with 14% of those who did not chat. A further 25% of chatters made 51% to 75% of their purchases on the Web, versus just 10% of those who did not participate in the chat service.” - The report by E-Marketer
  7. 7. 5 Live Chat Taps into Customer Pain Points  A customer’s frustration or need that has yet to be filled is called a pain point.  Pain points can turn into sales opportunities with customers.  Live chat provides immediate access to customers’ pain points.  As live chat representatives talk to customers, they can find out ways to improve a company’s products and services.
  8. 8. Tips on Making Live Chat go the Extra Mile for Your Business  Train your team.  Be aware of your shopping hours.  Don’t be too robotic.  Consider hiring people with sales experience.  Don’t forget to boost your social.  Be prepared for surges in chat volume.  Give your customers helpful chat features.
  9. 9. CONNECT WITH US Pinterest Facebook TwitterYouTube LinkedIn Bangalore office #576, 30th Main Road, Banashankari 3rd Stage, Bangalore-560070 Navi Mumbai Gangasagar, Plot no.E-47, Near MSEB, Sector-12, Kharghar, Navi Mumbai-410210 ……………………………...