5 Data-Backed Benefits of Live Web Chat

Why Webchat?

At TCB we understand the customer journey is a complex and multifaceted process, especially within B2B sectors. This means that brands need to offer their customers multiple options for communicating with them, wherever they are along their sales journey.

One effective option is to give website visitors the ability to get real-time answers from real live people through live web chat. From top-of-funnel customer queries to complaints and technical questions, live web chat can provide a convenient communication platform to improve your customers’ experience.

In fact, with the various live web chats we’ve implemented for our clients over the past few years, they’ve seen several positive outcomes that benefit sales, marketing and customer service.

But you don’t just have to take our word for it. Right here, we’ve gathered a series of statistics that prove what a powerful tool live web chat can be.

1. Better customer service

With automated customer support and marketing, the modern consumer can feel like they’re just a number in an endless queue. But, with the right balance of marketing automation and human interaction on live web chat, this can be a thing of the past.

Data from Gorgias, indicates that over 86% of live chat tickets end with satisfied customers. Allowing customers to talk to someone about their query quickly and efficiently in real-time delivers a level of TLC that customers want to make them feel valued.

Even if live web chat agents can’t answer the query right away, it can still result in a better customer experience, as they feel like they’ve been listened to and will get the result they’re looking for.

2. More engaged and loyal customers

According to Kayako, nearly 80% of businesses saw an increase in customer loyalty, sales and revenue when they started to use live chat.

With access to a reliable, convenient and instant method of support, customers are more likely to have a positive experience with your brand and be more engaged.

While phone and email remain popular customer service mediums, live web chat can help to provide a swift alternative that’s also cost-effective as it typically requires less manpower. This all goes towards keeping customers happy and encourages customer loyalty and repeat business.

3. Increase conversion rates and sales

Driving traffic to your website is one thing, but you also need to find ways to effectively convert these visitors into paying customers. This is where live web chat can help.

According to a survey by Invesp, conversion rates can be up to 20% higher when brands implement live web chat on their website. 

This is confirmed by Intercom, whose research suggests that customers who engage  in even a short live web chat, are more likely to convert to a sales opportunity and, the longer the chat, the more the conversion rate improves.

Naturally, conversion rates will vary, but ultimately, taking steps to improve your customer experience with powerful tools like live web chat will go towards moving clients higher up the sales funnel where they can be nurtured and qualified.

4. Better understanding of customer needs

To understand customers better, most businesses are utilising the power of digital data and analytics to gain valuable insights – and live chat is no different. According to a Zoho study, 43% of businesses claimed they had a better understanding of their clients within a year of using live chat.

By monitoring and analysing real-time customer conversations throughout their journey, it’s easier to identify specific trends, like product information shortfalls and common pain points.

These insights give a clearer indication of what customers want, allowing brands to improve their experience, from marketing through to sales and after care.

5. Boosting every stage of the sales journey

An American Marketing Association study found that live web chat can be used effectively throughout the customer journey to improve marketing awareness by 29%, early-stage sales development by 32% and post-sales customer support by 39%.

We’ve done some really interesting work on handling customer support, and particularly customer complaints for one client using live web chat. As a result, they’ve seen the speed with which ‘cases’ are resolved improve and customer retention is at an all-time high.

This goes to show that live web chat is more than just a lead generator, providing businesses with a platform tool that works to improve customer experience overall.

Is live web chat right for your business?

If you’re struggling to keep up with customer queries or want to diversify your customer support services, live web chat could be the perfect addition.

In its simplest form, live web chat can be implemented quickly, easily and inexpensively, giving you more opportunities to optimise your marketing and sales strategy.

At TCB, we can help you explore this as an option for your business and find the most suitable solution to meet your needs. Get in touch with the TCB team today to discuss your requirements with us.