live chat for business

8 Benefits of Using Live Chat for Business


Does your company currently offer live chat services to your customers?

If you don’t have live chat for business available, you could be missing out on a bunch of benefits. For example, providing phone support for customers as opposed to live chat services can be expensive. So you could cut your costs pretty dramatically by making live chat an option for those who need customer service.

This is just one of the advantages you’ll enjoy when you begin using live chat. There are many others that go beyond just your company’s bottom line.

Here are 8 other benefits of using live chat for business.

1. Live Chat for Business Will Be More Convenient for Your Customers

Most people hate calling customer service departments. And it’s at least partly because they dread the idea of spending 30 minutes on the phone shuffling between different customer service representatives.

Using live chat is way more convenient for those looking to reach out to your company’s customer service. A customer can chat with a customer service rep while taking care of other tasks on their computer. They don’t have to be tied to their phones for 30 minutes or more trying to get to the bottom of an issue.

2. It’ll Make Customers More Loyal to Your Business

Once people see how simple it is to reach your company through live chat for business, they’ll become more loyal to you and your brand. They’ll appreciate how easy it is to contact you anytime they need to.

You will, of course, need to make sure your live chat services work the way they’re supposed to. Your plan could backfire if people try to chat with you only to get disconnected all the time.

But in general, people are more likely to work with a company when they know that live chat is at least an option.

3. It’ll Expand the Reach of Your Company

Do you sell products or services through your company’s website? If so, you want to expand your reach as far as you possibly can and bring in customers from all over the place.

With live chat for business, you’ll encourage people from far and wide to contact your company if they want to place an order. Even if someone lives on the other side of the world, they can chat with you in a matter of just seconds and find out how to order your products or services.

This is something that might not be possible by phone.

4. It’ll Give You a Chance to Sell Additional Products and Services to Customers

When people take advantage of your live chat for business while ordering products or services, your customer service reps will get an opportunity to sell additional products and services to them.

Upselling customers through live chat is easier and more effective than it would be by phone. Your reps can show customers products and services while telling them about how they work.

By taking this approach to live chat, you can increase your sales without necessarily putting an unnecessary burden on your customers.

5. It’ll Allow Your Customer Service Reps to Find Solutions to Problems Quicker

In the event that a customer has a problem with a product or service you sell, live chat for business will cut down on the amount of time it takes a customer service rep to solve it.

A customer can log into your live chat and explain the problem in detail before the rep gets to work. Often times, problems can be solved in a matter of just minutes.

And if a rep needs to transfer someone to a different department, the person won’t have to spend a lot of time explaining the problem again. It’ll all be right there for the next rep to see in writing.

6. It’ll Help You Keep Track of Your Contact With Customers

Many large businesses have gotten into the habit of recording phone calls with customers. This allows them to reference those calls later.

Many small businesses aren’t able to do this. But with live chat for business, it’s not hard at all to go back and check on what was said the last time a customer touched base with your business.

Your company can stay more organized and maintain close connections with customers with live chat. Your chat history will put all the information your customer service reps will need right at their fingertips.

7. It’ll Give Your Business a Competitive Advantage Over Other Businesses

At this time, there are still many businesses that are shying away from using live chat despite the benefits of it. That gives you a distinct advantage over those businesses if you have chat installed.

If a potential customer prefers working with a company that uses live chat over one that doesn’t, they’re more likely to pick you for products and services.

8. It’ll Still Allow You to Touch Base With Customers by Phone When Necessary

While live chat for business is great for a lot of different reasons, there are still times when you might need to touch base with customers by phone.

Not to worry! You can use live chat services in conjunction with call answering services to provide your customers with the total package. They’ll be able to contact you in whichever way is most convenient for them.

The more ways your customers can find you, the better. It’s why so many companies today are utilizing call answering, live chat, email, and more when it comes to communicating with customers.

Give Your Customers the Option to Live Chat With You Today

If you aren’t able to speak with your customers using live chat for business as of right now, consider changing that. You could be missing out on a lot of business by not offering chat services.

You could also be inadvertently making your business look like it’s behind the times. By utilizing live chat, you’ll bring your company into the 21st century and show a real commitment to using the latest forms of technology to your advantage.Make sure you have that function added to all channels, for instance adding it to your application by using a chat sdk.

See our blog for more tips on making your website and your chat services more effective for your business.