The importance of internet marketing chatting or live chat cannot be overstated. Two years ago, a study by Zendesk showed that a whopping 92% of customers feel satisfied when they use live chat as compared to other communication options like voice (88%), email (85%), web form (85%), and social media (Facebook 84% and Twitter 77%). While these numbers may have gone up or down now, the ranking would probably be the same with internet marketing live chat being the most satisfactory way to get in touch with businesses.
But even today, when live chat is almost seamlessly integrated into every website and it has grown as a technology recent years, some businesses are still adamant they don’t need a 24/7 live chat support to answer inquiries from their clients. Many are under the belief that live chat is just another method to allow the customers to get in touch with the seller. And while that is true, there is another more important reason why live chat should be a part of every website: it helps increase customer satisfaction because they feel important and validated.
People do their shopping online while they are at work or while they are commuting to and from work or the squeeze it in before bedtime when their eyes are dropping from the restless day they just had. The point is, they don’t have enough time to research about a product they are thinking about buying. They want information fast and they want to receive that information from someone they deem as an authority in the subject matter such as a live chat customer representative.
More than half of consumers like having live chat support while they shop because it makes the purchase decision easier. They can process the decision faster if they are receiving the answers to their inquiries as soon as they ask them.
But there’s another benefit that many marketers, business owners, and even customers don’t see. Assuming that we’re talking about an actual person behind the live chat (and not just a bot), customers love the feel of talking to another person when it comes to their concerns. In this day and age when we literally communicate via digital methods and we spend almost all our waking moments in front of a computer, it’s nice to be able to “talk” with a fellow human being. The interaction is quite refreshing and customers are more inclined to purchase an item when his questions are being succinctly answered by a trusted source.