Live chat tools triple your sales!

A study conducted by Marketing Power showed that chatbots, which enable an effective and direct communication experience for users, triple the user’s probability of purchasing a product. How and why? What makes chatbots so important for users? What are the benefits of using live chat tools? We have compiled the answers to these questions in our blog post. Enjoy reading!

1. What is expected from brands in the digital age?

Just as choosing a reliable friend, the digital world’s customers make minor differences while selecting a brand whose product or service they need. If they encounter a negative customer experience, they feel hurt and offended. What’s more? They don’t hesitate for a moment about taking that out! Customers can easily take a chance on competing brands because they know that they can have numerous other options with a single click. Thus, brands need to move their infrastructure and products and their flawless customer service to digital in order to survive. Supporting this idea, studies performed until today reveal important statistics as follows:

• 73% of customers state that having perfect customer service affects brand loyalty.
• 95% of customers share their negative brand experiences with others.
• Customers whose questions are answered or whose complaints are heard via social media platforms spend 20–40% more with those brands.
• 62% of customers say that their probability of repurchasing a product from the same brand is higher if the brand offers them live chat support.

As we can see from the statistics above, integrating live chat tools to websites and e-commerce stores helps increase sales considerably by reflecting the customer’s human touch in a physical store to customers. Is that all? Of course, not! Let’s get you one paragraph down for more details.

2. Why live chat tools create a difference?

The answer is quite simple. People love to be cared for by others. The same situation applies to shopping experiences as well. When customers are undecided about something, have problems, or want to be sure of something, they turn to the help of customer representatives.

If customers are satisfied with the representative’s approach and solutions, they choose the same brand and even the same representative for their future experiences. Having the chance to get to know the customer they support, representatives can be more successful in offering customized solutions to the customer during their future communication.

Making this dialogue possible in a digital environment is where live chat tools create a difference. The primary advantages offered by live chat tools are as follows:

1. Increases the conversion rate

Only a tiny percentage of website visitors shop on their first interaction. However, visitors’ conversion rate depends more on the service they receive by brand than how much they need the product or service. To personalize the chats to be performed via the chatbot, live chat tools provide the connection with the user by using the information of their recent interaction. In this way, it can be possible to offer real-time suggestions suitable to the customer’s needs. While doing this, the most important point to be considered is not to insist and disrupt their experience if they are happy to navigate the site independently. The necessary thing to do is to analyze the behaviors and build automatic triggers suitable to different scenarios.

2. Helps improve the product/service or website

Live chats facilitate one-on-one conversations with the target audience. Thus, it becomes possible to receive frequent feedback about the brand’s product, service, or digital experience. Besides, numerous quantitative and qualitative data related to customer behavior can be collected. For instance, it can be possible to learn the frequently asked questions and create a “FAQs” page on the website. A non-operating feature on a website or a process interrupted during the service process can be discovered, and necessary adjustments can be made accordingly.

3. Avoids damage to brand reputation by increasing the problem-solving speed

If customers complain about an issue or need help to solve a problem, it means that they are not in a positive mood. Particularly when they have to wait a long time to speak to a customer representative or receive an answer via social media channels, they can even be in a more negative mood. If this process takes longer and longer, it becomes inevitable that the problem will spread, especially on social media, and other users will get involved in the issue. However, live chat tools build a direct link between a brand and its customers. This kind of tool helps create responses instantly and provides that customers’ demands and needs can be met without making the issue public. Besides, a live chat can help you solve a problem that has not been addressed on a different channel before.

4. Saves time and money

Today, a person operating in a live chat is not just a customer service representative but also a full-fledged salesperson who can close more sales for the company. Having a structure that allows a single representative to analyze and respond to multiple customer questions, online chat tools both reduce employment costs and increase productivity. Studies also reveal that providing a customer support service via chatbots is 17% to 30% cheaper compared to a phone call.

5. Enables you to collect leads!

When live chat tools are integrated into CRM tools, they enable providing information flow about the customer, in other words, to collect leads. This information can have answers to many questions, from product research to the most common expressions used, the product features searched, and the performance of products and services. These all help develop data-driven sales strategies and keep customer satisfaction at the highest level by understanding the target audience better.