Adding Live Chat To Your Web Site

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Orlando Web Site Design Live chatAs web site designers, we tend to deny that sometimes people just want to talk to a human when they have a question or when they are unsure of a product or service. I have said for many years that no matter how great of a web site that our team creates, a “good” sales person can always give us a run for our money. Where the sales person falls short, is that they need to sleep, and they cannot be in more than one place at a time. Adding a live chat option to your website may help bridge this divide and give your sales team a serious edge.

Your potential customers may feel empowered by researching your web site for information about your service or product, but at some point they are going to have a question or two. They might also just want to know that there is a human component to the business they are about to begin a relationship with. Rather than watching your site’s visitor click away, you can offer an option for live chat support allowing you the opportunity to convert the sale. This gives the potential new customer the access to a person that they want, and it gives your sales or support team the ability to chat with multiple site visitors at one time. Imagine a sales person closing five sales at one time instead of just one. With live chat screens, and a good sales person to keep it straight, this is now a possibility.

In fact research by Forrester Research found that “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.” An online chat system can allow a customer immediate access to the help they need to complete their purchase. This helps to eliminate the pain of dialing a call center and navigating through menu after menu of numeric selections just to end up in a holding queue. While there may still be wait times online, they are usually much shorter and far less annoying.

The main point is that our web site design team at KillerGrafix has witnessed live support chat increase sales on web sites. The idea is to try to reduce the amount of visitor bounces away from your site and help customers to “check out” with the products in their carts. Live chat opportunities also give the savvy sales person an opportunity to up sell additional products and services that may be missed by even the best e-Commerce solution.

Lastly, adding live chat to your web site can help improve your customer service. Your customers will become your most vocal advocates if you can give them great customer service. Part of this is achieved by increasing the ways in which your customers can contact you, or your team when they run into issues or setbacks. Having the ability to solve an issue immediately can give a huge advantage over your competition.

There are many other reasons to take a look at adding live chat to your web site – I only wanted to highlight what I consider to be the top reasons. If you have more questions, feel free to contact us or, click on the chat button below so we can help provide answers.

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