{"id":31737,"date":"2018-06-01T00:00:00","date_gmt":"2018-06-01T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/guest-blog-things-to-consider-before-buying-a-live-chat-software\/"},"modified":"2024-01-22T09:56:23","modified_gmt":"2024-01-22T09:56:23","slug":"things-consider-before-buying-live-chat-software","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-care\/things-consider-before-buying-live-chat-software\/","title":{"rendered":"Guest Blog: Things to Consider Before Buying a Live Chat Software"},"content":{"rendered":"This week we feature an article by Jason Grills who discusses the importance of integrating an effective customer support system and how to decide upon live chat software for your organization. \u2013\u00a0Shep Hyken<\/a><\/em>\r\n\r\n\"\"\r\n\r\n\u201cYour most unhappy customers are your greatest source of learning\u201d<\/em> – Bill Gates<\/strong>, Microsoft Founder.\r\n\r\nEvery business aims to delight their customers. But do they always succeed in making their customers happy? Probably not.\r\n\r\nThere are times when customers come looking for an answer. Reason? Can be many. Some aren\u2019t comfortable with the interface, some don\u2019t understand the product well and need help, while others aren\u2019t satisfied with the support services. This may sound harsh. But this is what you need to improve your existing products or services further.\r\n\r\nSo, what\u2019s your next move? You\u2019d probably try to reach out to them. Try inspecting all features or services that are responsible for hampering their user experience. This is where you need to ask yourself again, how do I go about this process?\r\n\r\nThe answer is simple. You need to integrate an effective customer support system, like a live chat software, to know your customers better. It can help your organization gain better benefits.\r\n

Benefits of Live Chat Integration<\/h2>\r\nA live chat can help an organization learn what all areas it needs to improve and build a product\/service that matches the needs of their customers. Other than that, there are many other benefits that are convincing enough for a business to invest in a live chat software.\r\n\r\nLet\u2019s take a look at some of the many benefits in detail.\r\n

1. Boosts Your Sales and Conversions<\/h3>\r\nOne of the major benefits your organization can reap from the use a live chat software is an increase in sales and conversions.\r\n\r\nAccording to the American Market Association, 20% increase in conversions, on an average, was noted by B2B companies that use a live chat tool at their website.\r\n\r\nThat\u2019s quite an outcome that shouldn\u2019t be missed.\r\n\r\nWebsite visitors are bound to raise questions about a particular product or service. Most won\u2019t pick their phones to call your support agents and know the product in detail. This is when organizations need to provide instant help to stay market relevant. And, live chat tool gives you an opportunity to help visitors overcome their suspicions about your services and reach a purchasing decision.\r\n

2. Strengthens A Buyer\u2019s Trust<\/h3>\r\nUnlike a retail store, it is hard to build a rapport with visitors through an online platform. But with a live chat software, that too is made possible.\r\n\r\nYou can put a customer\u2019s skeptical outlook at bay by having a direct conversation through the tool. It helps you build trust, and shorten the gap between offline and online purchases. This is well supported by a study from Oracle<\/a>. According to the Global Consumer Trends, 90% of consumers expressed how a live chat button gives them the boost, confidence to approach an online platform and know the product better.\r\n

3. Increases Customer Satisfaction Ratings<\/h3>\r\nSatisfying customer experience is what your target audience looks for when planning to approach you. You can go for email or call support. But what\u2019ll help you maintain your customer satisfaction ratings is the use of live chat software.\r\n\r\nAs per eDigital\u2019s study, live chat is known to provide maximum customer satisfaction, with 73%, as compared to any customer service channel. This is because customers receive instant and personalized answers that\u2019ll keep them glued to an organization\u2019s services.\r\n\r\nBesides this, you can also stay in constant touch with your website visitors and retain them as customers. In short, these benefits are convincing enough to buy live chat software.\r\n\r\nBut hold on. You can\u2019t just buy any live chat software and integrate it into your website. It\u2019s not just money but also your customers\u2019 satisfaction level at stake. Don\u2019t make a hasty decision while exploring various options available in the market.\r\n\r\nIn case you aren\u2019t familiar with the factors that need to be considered before buying a live chat software, then the guide below can help you know them better.\r\n

Guide to Buying the Best Live Chat Software\"\"<\/h2>\r\nBefore finalizing an option, it is essential for you to understand your organization\u2019s needs. There are various things you\u2019d like to monitor and keep a track of regularly. Let\u2019s take a look at them.\r\n