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Do you ignore your online customers?

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Is Chatting with customers new? Of course not! Conversational ecommerce has existed in some form or other since the earliest days of online shopping. You called up the shop owner (whose website you were looking at) when you had a query or wanted to order something.

A few years later, as email was popular, you emailed the shop owner when you had a question before a sale. Or if you were hunting for a discount. Then, emails became contact forms. Easier.

Then, contact forms became live-chat plugins. Live chat is one of the easiest, quickest interfaces for a visitor to communicate with a site owner. It is a fast growing communication channel as more businesses become aware of the technology and it has a great return on investment after a significant price war occurred in the early months of 2016.

Price War within the Chat Industry

Early in 2016, some of the big U.S. companies in the Chat industry drastically reduced prices of their live chat products and this led to a domino effect within the industry.  Most chat providers dropped or reduced their prices as more and more competitors entered the industry.

Chat2 software is now only $USD10/month ($15 AUD) for an operator with all the perks a chat software program can offer.  If you obtained 10 leads from your website over a month that is only $1 per lead, you can’t get a cheaper lead generation tool than that!

Growth of Chat usage

According to the latest Customer Service Benchmark results from eDigitalResearch, of 2000 companies surveyed, 31% are currently using live chat and 73% of these companies rated their satisfaction with the chat channel as high.

Chat2 allows you to chat to a representative of the company in real time, without the long delays and having to listen to tiresome hold music. One third (37%) of those surveyed now expect to be able to contact a company through live chat – this is up from 30% in 2014. Given how easy it is for site visitors to reach out to contact a company representative quickly and for free, it is not surprising that more customers are expecting a chat service to be available.

Derek Eccleston, Global Commercial Officer at eDigitalResearch states “The latest Customer Service Benchmark results suggest that the easier a company makes it for a customer to contact them, the more satisfied they are likely to be. Brands who are managing their live chat well are making live chat easy to find on their website, clearly signalling to users when their customer service team are available and how long they may have to wait, as well as allowing them to talk openly and honestly about their issues, queries or complaints”.

Conversation and Conversions

Conversation helps increase conversions. It’s like going back to traditional shopping where you talk to the seller and have a feel of how good or bad he/she is and how helpful they may be in an ongoing retail relationship.

If you engage a website visitor into a friendly conversation, you will  quickly obtain trust and create a “feel good” sensation about your company and your products.  The visitor may keep researching online, but undoubtedly they are more likely to come back to your business where they can get their answers quickly, efficiently and at no cost.

Chat2 your customers

Today, most of us spend about half of our waking hours chatting and responding to messages. Social media and forthcoming online sellers who chat with their customers (and leads) over chat apps have blurred the lines between a market relationship and a social one. Today, the place you go to connect with friends as well as brands and businesses is same: online.

Customers won’t feel odd when businesses reach them via a chat app instead of email. In fact, they are expecting it because you don’t have to jump between various channels of communication.

The sooner you take to conversational ecommerce, the better your chances of growth through improvements in customer service.  Cost is no longer an issue with chat, it appears to mainly be the hesitation in adopting something new.  Be innovative and don’t be left behind. Contact us at sales@chat2.com or chat at www.chat2.com.

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