Why do Customers Use Live Chat?
If you are like me, you don’t want to always make a phone call to get a question answered about a product or service. I don’t want to be pressured when talking to a sales person, especially when it’s a quick question, or I just need help finding something on their site. Don’t get me wrong; there is a time and a place for human sales contact, but not early in the process.
I am usually very competent when it comes to finding what I need on web sites, but once I get there, I may have questions regarding a product or service. I love it when I see the option to join a chat because it means I don’t have to pick up the phone and talk to a human being. Also, to get assistance in the chat, I don’t have to give up a lot of my information (typically just name and email). The online chat feature allows me to ask questions on my terms and if I don’t like the way it is going, I can end it without being rude.
Most of the people on the other end of the chat are very knowledgeable, highly trained and can answer my questions much faster than it would take by calling in and getting routed to the proper person. On several occasions, once my questions were answered and I was happy with the answers, I ended up calling to place an order.
We have just recently added an online chat service to our company web site and have found the same to be true. We answer all questions for potential and existing customers. We don’t care what the questions are, we are there to help and assist in any way we can. We also know that time is very important and if we can help you that much faster, that is a positive for both sides. I think you will find that once you use live chat you will feel the same as I do. If you are old school and like to pick up the phone to get your questions answered that’s ok too.
I hope this has helped you a little in trying live chat next time you come across one on a web site. Trust me, the more you use it, the more you are going to see it as a powerful communication option.
Here are my Top 5 reasons to use Live Chat…what are yours?
- Quicker response
- Less pressure to buy
- High level of assistance
- Limited information given to gain assistance