Live Chat has gained immense popularity during the Covid-19 pandemic and the benefits of enhancing online interactions with Live Chat are enormous.

Live Chat has gained immense popularity during the Covid-19 pandemic and is growing at a tremendous rate. A recent study, that examined the adoption of Live Chat and messaging in 2020, found that almost 40% of millennials and Gen Xers used Live Chat and messaging for the very first time to connect with a brand. 20% of baby boomers and older were also embracing the trend and engaging with Live Chat tools. Based on the growing engagement on Live Chat, alongside customers enhanced willingness to engage online, Live Chat is becoming a crucial tool for customer engagement for all businesses and is a trend that is set to stay.

Yet, while some businesses have truly embraced this new reality and are creating authentic and impactful online experiences for their customers daily, some have yet to join the Live Chat revolution. Here are some of the key benefits of enhancing online interactions with Live Chat and why businesses should embrace it.

Boost Conversions

First and foremost, offering a Live Chat functionality ensures that visitors to your website can gain immediate answers to their queries. Unlike Chatbots, Live Chat introduces a real person who is available to respond to questions quickly and build a conversational relationship instantly. For eCommerce businesses especially, this can help to convert more website visitors to customers by speeding up the buying decision process. In essence, Live Chat allows you to hold your buyers by the hand virtually, assist them in overcoming any objections quickly, all the while instilling trust and confidence in your brand.

Reduce Operational Costs

Live Chat also offers a huge cost-saving to businesses as it enables employees to handle multiple chats at the same time. Therefore, reducing the resources needed to handle enquiries stemming from phone calls and emails. Many businesses find that they now require a substantially smaller team to handle customer service and sales query requests, thus cutting support costs significantly as a result.

Enhance Customer Satisfaction

Implementing a Live Chat option not only boosts conversions and cuts support costs but also streamlines customer support and sales processes. Having the ability to talk with your customers instantly and understand their needs, can allow you to recommend similar products and services by up-selling and cross-selling. This approach not only meets your customer needs better but can also increase the average order value. Ensuring that your customers have confidence in your products and services is paramount and by having the opportunity to instantly advise them on the right solution aligned to their needs, helps to further enhance the customers’ experience. Hence, guaranteeing your brand long term success by keeping your customers coming back time and time again.

Live Chat does not come without its challenges. By nature, it implies that your customer will receive (and are expecting) an instant response, and for many businesses this can be a cause for concern about trying to manage the volume of messages that might come from adding Live Chat to their website. For many businesses however, they know that by enhancing online interactions with Live Chat, there is no comparison, and the benefits far outweigh the challenges. If you are not using Live Chat on your website, then you could be missing out on so many benefits. There is certainly a lot to gain through enhancing online interactions with Live Chat!

At FCDM, our digital marketing team are experts when it comes to optimising websites to maximize the user experience. Enhancing online interactions with Live Chat, should be an essential part of any digital strategy. Why not get in touch today to see how FCDM can take your business to new heights and help you to provide unforgettable online experiences to your valued customers!