You must have already heard this but the human attention span is 8 seconds, less than that of the goldfish, which is 9 seconds. This means you only have 8 seconds to engage the buyers visiting your website, driving them from awareness to action.
That’s where tools like live chat come in!
In this post, we will explore the benefits of live chat for customers (and businesses!) and share a few tactics to get the most out of it. But first, let’s talk about the definition and how you can use live chat with customers throughout their journey.
Live chat definition and use cases
A live chat is a real-time, text-based communication tool that enables instant interactions between users on a website or platform and the business (sales or support professionals or a dedicated AI agent).
In other words, this is a powerful and cost-effective customer service tool that allows you to connect with your buyers in real time. With live chat software, you can amplify customer experience resolving any issues or queries in no time but also qualify your inbound leads, accelerating customer movement from the top of your sales funnel to the bottom.
Here are a few key statistics proving the impact of live chat at different stages of the customer journey, according to Invesp.
- Awareness and Interest: Live chat is preferred by 73% of buyers while 44% of them find the ability to have their questions answered by a live person extremely important.
- Consideration: Forty-two percent of customers would use it to share their contact information with the business while 77% of them won’t even make a purchase if your website doesn’t have a live chat.
- Action: Adding live chat to your site can lead to a 20% increase in conversion, while visitors using it would be 2.8x more likely to convert than the ones who don’t.
With customers finding live chats the most reliable way to connect to a brand, leveraging this channel can make and keep your customers happy, while increasing your revenue. This is one of the key benefits of using live chat for any business.
That said, let’s focus on the specific benefits of live chat and how you can use them to win customers, skyrocketing your business in 2023 and beyond.
Top 5 live chat benefits for business owners
If you own a business, you should always be on the lookout for ways to keep your customers engaged and happy. This is the foundation of a profitable business. A live chat allows you to be there for the people who visit your website or use your web product to answer their questions and address their concerns.
Other than that, what are the benefits of live chat? Let’s consider a few examples.