Getting the most from live chat.
Following on from our previous guide on how to get the most from your website, check out guide below on how to maximise your returns when implementing webchat onto your site.
As web chat has grown in popularity it’s become an essential tool for providing website visitors and customers the help they need to navigate their way through websites, products and provide excellent customer service which ultimately translates into sales.
But a surprising number of businesses fail to implement it properly, which can lead not just to poor functionality on your website, but can turn people away in their droves. Having a poorly implemented webchat facility is a warning signal to potential customers that your business may not be as transparent or professional as they’d hoped. Even if you have an excellent business and a great looking site, it can all be undone instantly if your webchat facility doesn’t match those standards.
Don’t let a good website down with a poor chat facility…
Here, we look at some basic tips for getting the most from a webchat facility.
1. Make it look good and easy to use.
Ensure that your chat icons and windows are optimized for your website and that they fit in with the style and feel of your site. If possible, use complementary fonts and web colours to those that are already used on your site. Keep it simple and easy to use as well. While forms can be a useful tool for data gathering, if you’re too intrusive, many users will simply look elsewhere.
2. Don’t use bots.
Just don’t… the whole point of someone clicking on a “chat” icon is because they have a complex question and want to speak to someone that can help them. If you must automate, make sure that it’s for filtering the type of query and that there’s still a person at the end of the process that can help. Nothing upsets users more than wanting to speak to a real person and instead getting a bunch of FAQ’s which don’t answer their question.
3. Response times.
Answering chats in a timely fashion is essential. Studies show that users will often only wait a matter of seconds from their first enquiry, before they move on. If you are not able to respond right away, you will be dropping potential customers by the bucketload. If you don’t have a dedicated resource that is on hand consistently at a moment’s notice, then reconsider how you are using live chat.
4. No chat is better than bad chat.
If you’re not able to man it effectively yourself, don’t even try. If you’ve implemented chat onto your site and are finding that you’re not able to respond effectively and quickly to your customers, then you’re better off either removing it altogether, or outsourcing to a dedicated provider.
Even if you’re on the right track, you’ll get runover if you just sit there"
If you’d like to try live chat on your website but have been put off by the cost, complexity or being tied into a long-term contract, then we can help. We offer free trials and always setup the software for you. We can also answer chats on your behalf using our professional staff who have been trained in your specific business. Our manned chat facility comes with a guarantee that you won’t have to worry about being on call 24/7 and that it will enhance your online presence.
How easy is it to install Live Web Chat onto your website?
Adding Live Web Chat to your website is much easier than most people realise as all of the complex coding and software installation is managed from our end, meaning that we can have you up and running in 24 hours. Our webchat software is also fully customisable to match the appearance of your website. Chat icons and windows match your website which gives a seamless experience for the user and gives them confidence that they are dealing with a professional organization.
Contact us today to find out more about how Live Web Chat can help you convert website visitors into paying clients. You can find out more about what we offer on our website, or by calling us on 01273 741113.