Why using a live chat system is better than a phone call

Why using a live chat system is better than a phone call

Millennials today prefer to text rather than have a phone call.  They would opt for a messaging system over any form of talking in person or phone calls for that matter.  But they're not the only ones, there are many other generations who would rather opt for a chat system rather than calling in to a business.

It's still a requirement that you have a physical phone number on your website for visitors to call if you want to set up an Adwords campaign.  I personally have a phone number and a chat system in place on all of my websites and I almost never get phone calls lol.  I would say that 99% of the time I am getting contacted through the chat system on my website because it's much easier and less intimidating to use compared to calling in and talking with someone.

Many large corporations are opting for chat systems to be their primary way of supporting their users.  I just recently had a problem with my NameCheap hosting and when I went to contact them I noticed they had live chat support, which I opted for because they were "online".  I chatted for a bit and they fixed my problem in less than 8 minutes.  If we were on the phone it could have been done in a longer time due to language barriers or just friendly banter, which you don't usually have through chat systems.  You may not prefer chat systems, but reading the 5 points following this might just convince you that it's a nice little system to have in place

5 reasons to have a chat system on your website

1. People who use chat systems tend to purchase more
There have been studies that show people who chat more were 4.5 times more valuable than all the other people who did not.  This basically means that if you can get them chatting, they will be easier to convert into a sale. 

I've had a chat system on one of my SEO websites and it works very well.  I have people open up chats and I get notified when they enter a message.  I respond and help them with whatever I can, and they tend to purchase.  Now I know how to talk to people who are weary of purchasing or ones that have 100 questions because I've been doing this for years.  Results may vary


2. Chatting visitors will usually leave more satisfied
Not only will users convert at a higher rate when there is a chat system, they will leave the chat more satisified than if they were to contact you via phone call or email. 


3. Your staff has more free time to do other tasks
While you're handling the chat for your business, it frees up other people to do what they need to do.  Normally there are multiple people manning the phone lines in order to get to everyone, but with a nice little chat system you can accommodate everyone's request pretty easily.

The people who would typically be manning the lines can now work on other aspects of the business, like making you more money lol.


4. You can have a better, more detailed, response to each question.
Whenever I would get a phone call, I would never know what the person was going to be asking.  With the chat system, you see what the person is asking and you can think of a response.  With a phone call, you're put on the spot and need to respond on the fly which is horrifying sometimes. 

Another beautiful thing about a chat system is that you can have some canned responses keyed up for common questions.  This will relieve you from typing up the same response a couple dozen times a day and all you have to do is click the canned response that goes with the questions and you're done lol   If you didn't know, a canned response is something that is already typed up and ready to be used for a question that is commonly asked.  I usually have around 20 canned responses and they save a ton of time when chatting with potential clients.  I get into detail, one time, and save the response so that I can use it again and not have to type it all up a second time


5. You're providing an additional option for people who don't want to call you
If you're like me, you aren't a fan of talking on the phone.  Now if you were to get me on the phone I can probably sell you anything I have in front of me, but I'm not a fan of doing it.  I'd rather be sitting behind my laptop, working on something, waiting for a notification to pop up from my chat system.  I'll then respond to the person and keep working on what I was doing.  Usually the chats go on for 2 to 10 minutes so they're not complete time sucks.  You do run into those rare occasions where the chat lasts almost 2 hours and then they don't buy

There are actually a decent amount of live chat options out there like Olark, LiveChat, Zendeks, etc.  My personal favorite is tawk.to because not only is it free, but it has an app for my phone that notifies me whenever someone is trying to get a hold of me.  I can literally text back and that will be my response to someone on my website   I could be out to lunch and not miss a potential client because of this nice little chat system



In Conclusion:
You need to give your visitors a chat system because it will give them an additional way to contact you and you never know how much profit you'll gain from giving them a little more freedom



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Thanks!

Razzy