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The Cost of Not Having Live Chat


Written By: Dave Campbell | Date: Wed, 10 Jul 2013

Every chance you have to interact with your customers is an opportunity. Whether it’s an opportunity for a sale, to strengthen your brand, or to improve customer satisfaction, each engagement is important. A few weeks ago, we touched on Five Points to Consider for Live Chat, with point number five raising the question:

What is the cost of not having live chat on your website?

Today we consider some of the costs. Let’s take a look.

  1. One-to-One? No, One-to-Many
    If chat is one thing, it is efficient. Unlike a phone call, a chat agent can take on multiple interactions at once, with ease. This gain in efficiency helps allow for more engagements to take place with the resources you have available.
  2. Conversion Control
    Whether you’re looking for more completed transactions or simply creating more interactions, every site has a conversion funnel. Trying to keep your site visitors in this funnel can be difficult and many find it difficult to stop shopping cart abandonment and premature site exits. Chat is a great way to engage with your traffic and to help them make their way through your site’s funnel, preventing lost sales and helping visitors find the information they’re looking for.
  3. Customer Experience
    The experience a visitor has on your site is key to their satisfaction. If this experience is less than ideal, it can lead to lower customer satisfaction scores, which can impact your brand. By providing live chat, you give your visitors an additional way to get in contact with you, leading to quicker resolutions and the feeling that you can provide assistance to them in real-time.
  4. Competitive Differentiation
    What are your competitors doing? If they don’t offer live chat, it gives you the advantage of being able to provide a better experience than your competition and see results more quickly.

By providing live chat, you have the power to control more of what happens on your website. If you are interested in learning about what the cost of not having live chat is for your website, please reach out to the BoldChat team to find out more.

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