Did you know that online chat was first used in the 1970s? I learned that fun fact in my preparation for this article. When I found out that online chat has been around for 50 years, I was blown away. Of course, many questions came to my mind as I pondered the evolution of online chat and how it impacts business today, specifically, how chat impacts MyAdvice’s customers. As you read this article, please consider the following questions:
- Why has chat become so valuable today?
- How will it help your business become more successful?
- How can you incorporate Chat Power as part of your communication solution?
Why Has Chat Become So Valuable Today?
Let’s face it, changes in buying habits, preferences for communication, and improvements in technology have altered how businesses need to interact with their consumers. Chat has now moved from a ‘nice-to-have’ product to a ‘must-have.’
A recent study shows that 50% of customers expect live chat to be visible on a website they visit. If you don’t have Chat Power incorporated on your website, then you are essentially ignoring 50% of your potential consumer base. Experts anticipate that live chat demand will grow by 87% in the next 12-18 months. That’s HUGE!
Another recent study by JD Power found that live chat has become the preferred online contact method for consumers. 46% of customers prefer live chat compared to just 29% for email and 16% for social media.
How Will It Help Your Business Become More Successful?
MyAdvice has been providing live chat to customers for many years. Chat is so powerful that it has shown a 40% increase in leads when added to an MyAdvice website. This increase in leads is completely additive. It doesn’t replace current website leads from a contact form or a phone call.
Online chat also leads to a dramatic increase in response time. Customers hate waiting and want immediate help, and they want to do it on their mobile phones. Chat has always been fast, but our new Chat Power product, driven by artificial intelligence (AI), averages a response time of fewer than 3 seconds. When you compare the response time of chat to Social Media and Email, 10 hours and 17 hours, respectively, you can see how online chat helps our small business customers stay at the cutting edge of customer expectations today.
Additional benefits MyAdvice customers will receive with Chat Power:
- More qualified leads
- Higher conversion of leads to sales
- Lower cost per chat
- Faster customer support
- Frees up staff resources
- Helps prospective customer when the office is closed
- Overcomes objections instantly
- AI is constantly evolving and improving
Overcoming An Objection
On occasion, customers will express a concern about the informal nature of chat, and they even worry that they don’t get to talk to each person personally. Comm100 recently conducted a customer satisfaction comparison study between typical communication channels, like chat, email, social media, phone, and an app. Live chat scored the highest customer satisfaction rating at 82%, while a phone call came in last at 44%.
This clearly shows that chat is critical to the customer experience and drives the highest satisfaction rates, even above a personal conversation on the phone. Most readers of this article will need to change their mindset, and the data backs it up.
How Can You Incorporate Chat Power As Part Of Your Communication Solution?
Let me make this clear; EVERY online business needs Chat Power. It’s now as important as having a name, address, and phone number on a website.
We’ve simplified the pricing structure to make it a ‘No-Brainer’:
- No setup fees
Remember, 80% of all chats are viable new leads, which is incredibly additive. If anyone balks at the fact a few leads are bogus, I simply ask them, ‘would you like to play blackjack in Vegas with the knowledge that they would win 80% of the hands dealt.’ That’s how impactful Chat Power is.
Call us today to add Chat Power to your website.