A live customer chat on your website can be a great way to improve customer service and support. It can also help increase sales and conversions and build trust and credibility with potential customers.
However, there are also some potential drawbacks to using a live customer chat on your website. In this article, we’ll take a look at the pros and cons of using this type of tool.
Pros Of Using A Live Customer Chat On Your Website
1. Improve Customer Service And Support
One of the biggest advantages of a live customer chat is that it can help improve customer service and support. Live chats make it easy for customers to ask questions, get help with problems, or just find out more about your products or services.
2. Increase Sales And Conversions
Live customer chats can also help increase sales and conversions. Customers who can chat with a live person are more likely to buy from you than those who cannot. In fact, 38% of consumers prefer to purchase from businesses that offer live chat support.
3. Build Trust And Credibility
Another pro of using a live customer chat on your website is that it can help build trust and credibility with potential customers. Customers who see that you’re available to chat with them live, rather than just through a contact form or email, are more likely to trust you and your business, which increases customer loyalty.
4. Get Instant Feedback
Live customer chats on your website also let you get instant feedback from customers. Such feedback can be extremely valuable for improving your products or services.
5. Market Products And Services
Lastly, you can also use live customer chats for marketing your products or services. You can provide information about your offerings and special promotions and answer any questions that potential customers may have, which can contribute to more sales.
Cons Of Using A Live Customer Chat On Your Website
1. Can Be Expensive
One of the biggest disadvantages of a live customer chat on your website is that it can be expensive. You may need to purchase a software service and pay for someone to manage the chat.
2. May Not Be Available 24/7
Another disadvantage of using a live customer chat on your website is that it may not be available 24 hours a day, seven days a week. This can be a problem if you have customers in different time zones or offer support in multiple languages.
3. May Require Training
If you’re going to use a live customer chat on your website, you may need to train your staff on how to use it. This training can be costly and time-consuming.
4. May Not Be Appropriate For All Customers
Another disadvantage is that live chat may not be appropriate for all customers. Some customers may prefer to email or call you rather than chatting online.
5. May Cause Problems With Spam
If you’re not careful, a live customer chat on your website can cause problems with spam. Spammers may use the chat to sell you products or services or send you unsolicited messages.
It’s easy to see that there are both benefits and drawbacks to using a live customer chat on your website. Consider both the pros and cons to decide if a live customer chat is right for your business.
In the end, the decision to offer live customer chat on your website is up to you. If you think it would be beneficial for your business, then go ahead and give it a try. But if you’re not sure, or if you think it might cause more problems than it’s worth, you may want to consider another option.