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5 Reasons Why You Should Offer Live Chat on Your Website

Offering a live chat feature to your online visitors is incredibly beneficial no matter what type of website you have.

Image of a man using a website's live chat tool on his tablet

Throughout all your time surfing the web on your computer, tablet, or phone, you’ve probably come across a few sites that offer a live chat feature. Sometimes a chat window pops up automatically and other sites have a button you can click to summon it. Either way, sites that have a live chat option give their visitors one more way to connect with their company. Let’s have a look at five different reasons why your business should provide a live chat option on your website.

According to Google, there are five types of business websites.

  1. Ecommerce
  2. Branding
  3. Lead generation
  4. Online info/support
  5. Content publisher

A live chat feature can be very useful for all five types of business websites. We’ll go through each kind of site and briefly discuss why live chat would be a nice tool to have in that scenario.

1. Ecommerce

The primary function of an ecommerce site is to sell products. Ideally, online shoppers come to the site, add items to their virtual cart, check out, and their purchases are shipped to them. However, it doesn’t always work just like that. Often times visitors poke around the site and leave. Some can’t find the item they are looking for and others abandon items in their shopping cart. A live chat tool helps more people fulfill the whole buying process. Visitors are able to connect with a representative of the ecommerce website, ask questions about items of interest, and get recommendations for what they need. Simply put, a live chat tool helps ecommerce sites sell more products.

2. Branding

Websites with branding purposes are educating visitors on who they are and what they do. They will have information on company history, their staff, and what their objectives are as a business. Branding is all about making a connection with consumers, so what better way to do that than offering a live chat option? Allowing visitors to your site to be able to connect with your company on a personal level is a huge branding advantage.

3. Lead generation

Lead gen sites are trying to collect contact information from their visitors so they can sell them a product or service. The two most common ways websites generate leads is when visitors call the number listed on the site or fill out a form with their info. This is where a live chat option can come into play as a major third way of collecting leads. Site visitors engage in a live chat session to get some answers to their questions about what your company offers and your business instantly earns a lead.

4. Online info/support

This type of site primarily exists to provide answers to people searching the web with questions. It could be anything from someone wondering, “Can I transfer a land line number to a cell phone?” to “How to set up my Sony Blu-ray player.” Informational sites can offer everything from general knowledge and tips to technical support and specific instructions. Visitors often appreciate a web chat option for when they are looking for additional information, clarity, or some step-by-step help.

5. Content publisher

These sites just want you to hang out, spend time on their site, read some articles, engage with their content, and maybe click some affiliate links along the way. They also want you to come back often! The live chat angle on this one might be somewhat of a stretch. Or is it? Few content publishing sites have taken advantage of using live chat on their website, but maybe more should consider it. Engaging visitors in a web chat session provides the opportunity to give people one more unique way to interact with your content, a good conversation keeps them on your site longer, and you may even be able to provide some recommendations for other articles for them to check out or links to follow. 

Many websites actually incorporate more than one of these five types into their mix. Hopefully at this point you’ve been convinced that live chat would be a beneficial thing to have on your site. After all, it’s a phenomenal way to connect with visitors, brand your business, make more sales, and provide better customer service.

Now you may be saying to yourself, “Ok, this whole live chat thing sounds great, but I can’t just sit in front of a computer all day engaging in chat sessions. And I don’t have any employees I can spare to do that either.” Fair enough. That’s why business process outsourcing companies, like ourselves, offer live chat services as one  of our contact center offerings. We learn about your business and objectives so we can handle all live chat sessions to boost the visitor experience. It’s extremely affordable and truly has some incredible benefits.

Give us a call, send us a message, or get a live chat session going with us to learn more!

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This entry was posted in Business, Sales and Marketing, Technology and tagged , , , by Andrew Tillery. Bookmark the permalink.

About Andrew Tillery

Born and raised in Oregon, Andrew has now put down roots in Seattle, because he refuses to call anywhere but the Pacific Northwest home. After graduating from Portland State University with a double major in Marketing and Advertising, he spent some time learning Spanish and experiencing all that South America has to offer. It was while he was south of the equator that he uncovered an interest in writing that he strives to develop whenever the opportunity is presented. When Andrew isn't taking care of business at the office, he is throwing fuel on his fiery passions for sports and the outdoors.