A webchat enables users to communicate in real time through easily accessible web interfaces. It is usually easy to use. It doesn’t require long installation or software update. To communicate via webchat, the user just needs a web browser and an internet connection.
By quickly responding to your customers, webchat can be significantly beneficial for your business. Normally, 10% to 50% of website visitors are engaged through live chat. If your webchat is managed well, third of the visitors who are engaged in webchat become your customers.
Make Your Customers Happier
Increasingly, clients are expecting instant communication. They want their questions and concerns to be addressed immediately. Many customers prefer asking questions via chat rather than calling or sending an e-mail.
The live chat waiting duration is usually shorter than the waiting duration of phone support. Moreover, asking questions via live chat allows users to engage on other tasks simultaneously.
For many customers it is also important that a live chat is managed by humans. Most website visitors prefer communicating with operator instead of getting standard answers from a robot. Thus, successful chats combine both a chatbot solution and a webchat option.
Boost Your Sales
Potential customers visiting your website and cannot easily find an answer to a question can quickly click away. Only few potential clients will write an e-mail or make a phone call. However, if you approach a visitor through webchat, you can address their concern immediately and you have a good chance to close the deal.
Online chat enables a sales representative to answer to client’s question immediately and in a friendly way. It also gives customer representatives an opportunity to poke a customer browsing through the website. Therefore, it enables your business turn browsers into buyers.
It grants a customer the opportunity to have someone to guide them through sales process, answering questions and choosing best options. This is a big upsell opportunity. If the client feels that a customer representative understands his needs, he trusts the representative and goes by his suggestions. This helps to close much more deals and to significantly increase the revenue.
Cut Down Operational Costs
Webchat can save money on Customer Support Center operations through saving employee time and also lowering interaction expenses. Since there are no calling expenses, the client interaction cost is lower.
At the same time, the number of Service Center Employees can be lower, as agents are able to handle several chats simultaneously.
Most clients consider websites with a live chat option more trustworthy and friendly. According to emarketer.com survey 63% of clients are more likely to revisit a website that offers an online chat.
Having a webchat and managing it smartly will help you to stay on top of the game.
Understand Your Customers’ Needs and Expectations
Webchat solutions offer excellent analytical tools. The system enables examining online visitor’s behavior, for example, how many visitors stayed on specific pages of the website for certain time, how many clients purchased product or service, what activities are more successful among visitors and engage them.
By collecting customer behavior data, you can build a better sales strategy. If customers show interest in a certain product, the company may make more effort into development of this product.
With analytical tools, you can also save customer information for future deals. During the second interaction, chat operator will know customer’s name, contact information, number of purchases etc and this helps to personalize service and to be more customer-friendly.
Voiptime Webchat Solution
After designing Lead Management System and Predictive Dialer Solution Voiptime team will start working on Webchat for Sales module.
The Webchat might be used separately or together with the Chatbot Module. It will be synchronized with Voiptime LMS (Lead Management System); this will make client service more personal and customer-friendly.
Support center agents will be able to check client details, communication history, requests made and data of authorized users. The system will offer sales team proper talk scenarios that will increase revenue.
The supervisor will be able to join any chat to help agents with answering more complicated questions.
Please click on the button below if you would like to use webchat option at your website. We will notify you first when the solution will be designed.