The power of livechat is to a large extent the unattachedness to a particular industry or branch. The advantages of livechat are so diverse and comprehensive that it is of value to any organisation or company with a website, including the B2C market. A characteristic of the B2C market is that a large proportion of website visitors do not have a specific need or purpose. “I look around” is what is often said in the physical store. Livechat can guide and steer these visitors so that they are committed to your company or organisation.
In the B2C market, online contact with potential customers is just as important as in a physical store. “Hello, can I help you with anything?” is the most normal course of business in a store. Yet we see that a lot of companies do not do this online. Offering help is the most accessible form of contact, this contact is mainly directed to the visitor. We try to mimic this online as much as possible. We send website visitors a similar kind of greeting via a live chat after a certain period of time (different from one website to another).
We convert the website visitors who start the chat by guiding them in their customer journey. Many visitors have a latent need. They are on your website but without any specific purpose. We help these visitors by starting a conversation, so visitors often find out what they want through the conversation. Other visitors have a specific need and are on your website to compare with other providers. At that time, answering the visitor’s questions is what binds visitors to you and leads to conversion.
Accessible contact is the reason that livechat works so well. Visitors are more likely to chat than call or email, and there are a number of reasons for this. The contact is offered to people on the channel that they are active in. In addition, livechat is anonymous, easy to use and proactive greetings provide maximum awareness of the possibility to chat. The fact that live chat can also be used outside office hours and on weekends makes for even more customer contact. Livechat has two significant advantages, there is more customer contact, and the customer contact that takes place is more valuable. Online contact with interested website visitors is the foundation for more sales, more service, more leads and less telephone traffic.
Over the last decade, online shopping has experienced growth that few would have thought possible. With the possibility to make online purchases, the need for online customer contact has grown. Many consumers mainly use free time to shop online. For example during the evening after dinner or at weekends. These are times when there is usually no opportunity to contact employees of the company where you want to buy. With live chat, that possibility is there for consumers. With live chat, you can use the chat 7 days a week from 09:00 to 23:00.