'Live chat' on business websites

[Gordon544]

Question.

Does anybody use live chat services on their websites? I am looking at this for a business I run.

If so, is there any evidence for whether this works, in terms of driving sales and improving customer service? (And any other benefits).

I have used it once or twice and have found it helpful.

I'd be interested in hearing your opinions,

Thanks in advance,

Gordon

 

[kathymac73]

I've got a chat forum on my website . Only live when others are logged in


Sent from my iPhone using Tapatalk

 

[OldWelshGuy]

Live chat helps conversions immensely, they act as a bridge between emailing, and ignoring (walking away) they also allow anonymous chat, so the user isn't giving their contact details.

I would recommend you consider it.

 

[webhostuk]

Yes its very useful to drive sales and give the customer instant help they require while they visit a website. Its our Websites most used tool.. We almost get 300 to 500 chats on weekdays.

 

[fisicx]

It depends on the business.

I can understand how it could help webhostuk but if you are selling discount socks I'm not so sure it will add any value.

What does really annoy is when it keeps popping up in the corner of the screen - event worse on a phone. So add the button (but only if you are on line) and stop being so intrusive.

And make sure it's YOU answering the chats. I use a chat box the other day and it was an automated service. Yuk.

 

[Annoying Donkey]

Yes, helps conversion even if it's closed...

 

[Paul Murray]

What does really annoy is when it keeps popping up in the corner of the screen - event worse on a phone.

This annoys me too. Many of the chats are fixed position, and it's not possible to close the window because the 'close' button is off the viewport. It also means I'm unable to see the actual website, so I'll more than likely head to a competitor's site instead.

 

[Office Cleaning]

Yes it helps, it's another form of communication - some prefer phone, some email, some chat. I would recommend trialling it.

 

[ronnie7272]

If so, is there any evidence for whether this works, in terms of driving sales and improving customer service? (And any other benefits).

Like any business tool, it depends on how and how well you use it.

If your operators do not have the knowledge and skillset to answer queries via chat communication then it's not going to work for you. If they do have the knowledge and skillset to answer queries then it will work for you.

I can understand how it could help webhostuk but if you are selling discount socks I'm not so sure it will add any value.

The end user might have questions about the socks (or returns policy, delivery schedules etc.) which aren't answered on the website. Furthermore there might be website usability issues where the end user needs help completing the purchase. Live chat can act as an invaluable feedback mechanism to improve usability, conversion rate optimisation and identify bugs.

 

[RogerBa]

This annoys me too. Many of the chats are fixed position, and it's not possible to close the window because the 'close' button is off the viewport. It also means I'm unable to see the actual website, so I'll more than likely head to a competitor's site instead.

I'm with you on these points, I use it as a consumer and quite like the fact that live chat is there, but please remember to turn it off when nobody is there to answer, or at least tell me nobody is available, and if I do click to say no then give me the option to open live chat later on during my visit. I started a live chat when browsing a web site the other day and nobody answered so I just left, I think you have to be prepared to answer very quickly or it will put buyers off.

Having said all that I actually prefer live chat to sending an email, when I'm in a buying mood I want my questions answered quickly or I will buy elsewhere (there are always options) and I always fear an email lands in an already full inbox somebody "might" look at the next day.

 

[Fred_the_frog]

I used to like online chat, however now I hate it.

People on the other side of the chat always seem to a) not know the answer, b) give you a stock answer or c) type like a robot. And take ages to reply.

Much prefer sending them a private message on Facebook now. May not get a reply right away but I can get it on my phone, so I don't lose the conversation when I accidentally click a link!

 

[saga64]

We use zoopim, very good service

 

[The_Bag_Supplier_Ltd]

I use Tidio Chat which offers multi-platform admin. It means that you can download the admin app to your or your operators mobile phone or tablet and answer it on the go. Very useful

 

[Vectis]

Nothing would induce me to click live chat on a website, but that's just me. It wouldn't put me off using a website just because it was there so long as it was unobtrusive.

 

[BumblesWebDesign]

I think it's a great idea. Some people can turn away in a single moment of 'eh' or something they're unsure about but don't feel like calling or emailing just to get the question answered, as maybe they're not THAT interested, they're just browsing - but those browsers can often be turned into valuable clients and that chat can act as a valuable stepping stone to the relationship for sure.

 

[DesignerNick]

I think they are a great idea but you do need to hide them when nobody is online. There is nothing worse than seeing an offline button or something in the middle of the day which makes it look like nobody is there.

Just hide the button.

 

[JonnyMP]

I love going to sites that have a live chat feature. It helps to know that live chat is only a click away. Though one of the things that bothers me is when the live chat box pops up without my permission.

As for your question, the live chat feature is an ideal way to talk one on one with potential customers and can even provide a way for current customers to ask technical questions or submit live help tickets.

 

[DavidJohn]

I suppose it depends what your business does. Also consider what volume of traffic your website has, and can you afford to hire people to monitor the live chat. As people have eluded to above, a poor live chat function will have a negative affect on your business. I used the chat function on the Sky TV website recently purely to ask some questions, I then rang them to order my package.

 

[AutumnFireflyDesign]

I find them incredibly annoying. Especially if it just bleeps up from nowhere while you're trying to do something on their website... sigh.

The only instance I'd suggest for a live chat is to have it in the customer service section. If a customer goes looking for help, it might be good to have access to a live chat to solve problems quickly. Also, make sure your customers know that it is NOT automated, otherwise they'll probably not bother using it.

Live chat is good if it is accessible for the customer, but awful if it is intrusive. Let them decide if and when they need it.

 

[fisicx]

Some people can turn away in a single moment of 'eh' or something they're unsure about but don't feel like calling or emailing just to get the question answered.

If this is the case then use live chat to improve the site. If there is a single moment of 'eh' then it means you as the website designer has failed. Use the live chat to get rid of the 'eh' moments.

 

[JonnyMP]

The only instance I'd suggest for a live chat is to have it in the customer service section. If a customer goes looking for help, it might be good to have access to a live chat to solve problems quickly. Also, make sure your customers know that it is NOT automated, otherwise they'll probably not bother using it.

Live chat is good if it is accessible for the customer, but awful if it is intrusive. Let them decide if and when they need it.

Being able to instantly get feedback from your customer and help them through technical issues is a good sign of customer service. Many companies neglect the customer service aspect and wonder why their customers don't come back for more. If you can chat with your customers to find out their problems, then you can easily fix them, rather than allowing the customer to struggle alone in frustration.

 

[Gordon544]

Many thanks for your feedback. Much more positive than I expected. I thought people barely used it....

G