Millennials these days… they prefer texting over calling. They prefer messaging apps over voicemail. But I’ll bet you that they aren’t the only generation making the switch to text.
Not too long ago, web experts suggested — no, required — that a business has their phone number visible to site visitors, so that customers who needed an answer fast could get a hold of you or your staff. But in the age of multitasking, people now are willing to sacrifice a little bit of urgency for convenience.
Maybe you’ve already tried this. If you’re like me, you’re online banking and wire transfers with your bank and you have frequent questions. Using their online chat system, I’m able to take my time chatting with a representative while handling other important issues on the phone.
There are many other reasons why someone would prefer to message you rather than call you. And, there may be reasons why someone like you would want to add live chat to your business’s website.
1. Website visitors who chat may purchase more.
In a report published by Bold360, they found that people who engaged with a site via live chat were 4.5 times more valuable than visitors who did not chat. This means that you or your staff could easily focus on those engaged visitors and get them to buy more. This is basically a reflection of the Pareto Principle (or the 80/20 rule) in customer service.
2. Website visitors who chat leave more satisfied.
In addition to converting at a higher rate, customers who utilize your live chat system may also develop a better sentiment with your company. According to eDigitalResearch, a global intelligence firm, users had a higher sense of satisfaction after chatting with a company representative on the site,…
