Why Should My Website Have Live Chat?

The business community has come to realize that an online presence is necessary to their success in today’s marketplace. A web presence can take a local business from being a small town commodity to having an international market share. If a business owner asks the question: Why should my website have live chat or use live chat software? The answer becomes clear asking them: “Why do you have a website?” That answer is very simple: to generate more business. This is true even if no products are actually sold through the website and the ostensive purpose is to educate people about the company, or create brand recognition.

Most people don’t realize what the most powerful advertising source they have actually is. The number one secret that generates loyal customers, is responsible for high volume sales and customer retention is customer service! What usually happens when someone has questions or wants more information online? They can e-mail for information or ask their questions. They might be able to fill out a form and submit it online. They could call the telephone numbers and listen to the recordings and possibly leave a message.

None of these things are particularly satisfying. None of these represent good customer service. You have produced genuine interest from the time, energy and creativity, you’ve spent forging an effective web presence. You do not want it to go to waste. One of the biggest advantages of a web presence is that “the store is open 24 hours a day.” Live chat software can keep your customer service going 24 hours a day as well. That means people working late, or in any time zone, can access your information with a pleasant exchange.

With online presence, it is best to use expected online solutions. Practically without exception, that means you should have live chat capabilities. By using live chat software, you can have the friendly voice of your online customer service representative immediately demonstrate that your company will be there for them. With a small amount of preparation, you can prepare answers to questions for customer service, who can also get more customer information. You can have live chat software enabled, so company personnel can take over and talk directly to customers if they are needed. This is particularly handy when technical questions are involved. So, if you want your customers to be there for you, you need to use the technology that helps you be there for them.