Every now and then, industry titans advocate the importance of becoming customer-centric, regardless of the touchpoint. The importance of live chat for businesses is frequently discussed within this context. But the question is, why? Do customers really prefer chatting online? You might be surprised to learn that the answer is a resounding “yes”!
Customers appreciate the convenience of live chat, as it allows them to multitask while simultaneously requesting assistance in real-time, without having to spend time making calls or sending emails. As a matter of fact, site visitors who use web chat are 2.8x more likely to convert than those who do not! That should be reason enough for you to consider adding live chat on your Michigan City business website.
However, simply incorporating live chat functionality on your website does not guarantee excellent customer service. With that in mind, let us go over some actionable live chat practices that will help your Michigan City business stand out.
1. Put a face to that name.
Putting a picture next to your name relieves your site visitors of the psychological stress of dealing with a faceless entity. Essentially, they are reassured that a real person is looking out for their best interests.
2. Use a conversational tone.
Conversations are more likely to convert a visitor into a customer when an actual person joins in. However, if you want to take your conversions to the next level, you might want to consider writing in the same style that you would use while talking. When you adopt a conversational tone, it makes your website visitors feel at ease and makes them trust you more. This is a great thing for your Michigan City business at the end of the day.
3. Always keep scripted responses handy.
Using standard responses on the fly will help you improve your average response time, handle more queries than usual, and spend more time on other “high-value” conversations. However, the problem with predetermined responses is that they can seem impersonal and formulaic. But who says you cannot mix them up and make them your own?
4. Add a live chat widget on high-intent pages.
By simply adding a live chat widget on high intent pages, you can avoid losing leads with high purchase intent. You will be able to spend more time having quality conversations and gathering valuable customer feedback, which will shorten the sales cycle. It is worth noting that if your traffic volume is low, you can add a chat widget on every page. Remember though: from the aspect of user experience (UX), the chat widget should not be difficult to find or too distracting.
5. Set clear expectations.
Negative publicity can spread like wildfire. So, it’s important to make sure that none of your website visitors have a bad live chat experience on your site. Understandably, you might not have someone available to chat 24 hours a day, but by mentioning when you will be online next, customers will be much more understanding.
6. Mobile optimization.
According to data from Statista, mobile devices account for roughly half of all web traffic worldwide. This means optimizing your website for mobile browsing is no longer optional — it should be a priority for Michigan City businesses.
Ready to Partner with a Live Chat Agency in Michigan City, Indiana?
If you are looking to partner with a live chat agency in Michigan City, Indiana that can help you fast-track your way to your customers’ hearts, you can trust Digital Destination. Call us at (312) 933-6806 or contact us online to request a free quote.