Why your website needs live chat

If you think live chat is a little gimmicky, it may be time to think again…

Fair enough, it did used to be irritating. The little pop-up that wouldn’t go away. And which, when you clicked on it, told you someone would be with you ‘right away’.

Except, of course, they weren’t. Because after you’d waited (patiently, or not, as the case may be) you’d get that lovely little message telling you that no one was available right now. But you could call their Freefone number. Or email them. Or check out their FAQs.

Which you’d have done anyway if you hadn’t been waiting for an answer…

And there’s the trick. Live chat does work. But only if the people who use it get an answer straight away.

So – doesn’t that make it more trouble than it’s worth?

Well… no. Not really.

Because – in a world where attention spans are shrinking faster than Alice in Wonderland, response times can literally make or break your business. A survey conducted by Drift checked out successful conversions against response times. It found that after just five minutes more than 90% of potential sales had been lost.

So that’s the challenge. And that’s where live chat – with that vital instant response – can make all the difference.

So how does live chat make a difference?

To understand what’s happening here, think about the last time you went on an internet search for something new.

You probably checked out the high-ranking websites. And perhaps one or two of the paid-for ads. You narrowed down your options, based on your own chosen criteria. (Price, perhaps. Or flexibility. Or the feedback from their online reviews.)

But you still had one or two questions. Things that weren’t answered on the website. In the reviews. Or even in their FAQs. But something that mattered to you. Enough to make or break the sale.

And you couldn’t get an answer…

So you went somewhere else. And – count on it – so did a huge number of other people who might otherwise have bought that product. In fact – after just five minutes – the Drift survey indicates that your chances of qualifying a lead drop by a massive 400%!

Too busy to do live chat?

The snag, of course, is that you don’t have time to man a live chat service – because you and your team are way too busy doing running the operation, fulfilling orders, and doing everything else that makes the money.

Except, of course, that you won’t make any money at all without sales…

Luckily, we have the solution – one that will help you grow, quickly, without taking on new staff. At least, until you really need to.

Because we can be there for you. To answer on behalf of your business. To give visitors that critical instant response. To field their objections – quickly and efficiently. And to turn a casual enquiry into a hot lead. Leaving you free to do what you do best.

Like to know more? Just give us a call on 01638 741079. Or drop us an email.