Advantages of Livechat

  • Jeroen Veenstra
  • Information
  • Mar 19, 2018
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It is becoming increasingly difficult for retail businesses to stand out. The supply is increasing and national borders are disappearing. As a result, consumers can make purchases anywhere and are no longer restricted in their environment. Price or quality used to be a distinguishing factor, now standing out is much more necessary. LiveChat is an example of this. Here you can read more about the advantages of LiveChat and what it involves.

Customers attach increasing value to qualitative factors. When purchasing a product, they no longer only look at price or quality, but also at user experiences and customer service. A study by consulting firm Walker shows that in 2020 brands will be able to distinguish themselves from their competitors by optimising customer experiences. As a result, price and quality are placed more in the background.

Why use LiveChat?

The mobile age is making us more and more connected. Communication takes place not only through traditional channels, but also through email, LiveChat, blogs, chat banners and online forums. Customers can reach you in many different ways. Of all these communication channels, LiveChat is best rated. Companies that do not yet use LiveChat risk losing customers, but they also miss out on very valuable data. LiveChat shows where things go wrong in the customer journey and our experienced chat operators can find out what the customer needs are. This data can be used at a later stage to still acquire potential customers.

Advantages of LiveChat: increase in purchases

There have been many studies into visitor drop-out in the online shopping cart. The Bayard Institute has collected data from 31 different surveys and concluded that the average rate of abandonment is 68%. A high percentage, which can be prevented by LiveChat. 57% of this group ends the purchase if they don’t get a direct answer to a question. Many of these questions are about the product, delivery methods, price and return information.

A report by BI Intelligence shows that 63% of the abandoned shopping trolleys can be saved. This is very important, because a small decrease in the abandonment percentage can already lead to a large increase in turnover. When an abandonment percentage of 60% can be reduced to a percentage of 56%, this already means a 10% increase in sales. LiveChat can make a major contribution to this. The chat is accessible and the personal contact ensures that the chat operators can answer questions quickly. This reduces the percentage of leave and increases sales.

Customers spend more

  • LiveChat makes it possible to generate more revenue without having to look for new customers. A chat operator can do this in the following ways:
  • Cross-selling: chat operators can recommend additional products in a chat. For example an SD card when purchasing a camera.
  • Upselling: Advising on better and more expensive products.
  • Downselling: downselling does not directly affect a higher purchase price, but it can make the consumer buy something.
  • Special offers: consumers are more likely to buy something on offer.

Decrease in costs

Many companies have customer service or ask one of the employees to answer questions in addition to their regular work. However, this can be done much more efficiently. Every phone call costs time and time is money. A chat operator can answer multiple questions at the same time, and your employees can continue to focus on their own work.

Increase in turnover

Ultimately, all the benefits described will lead to higher turnover. The use of LiveChat ensures that fewer shopping carts are abandonned There are, however, many other advantages to be mentioned. Want to know more about the possibilities of LiveChat? Then please contact us without obligation or chat with one of our employees.

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