Effective communication with their target audience is crucial for achieving customer satisfaction for online publishers and businesses. As times change, more and more clientele are switching off from contacting a brand via calls or emails when they need any help. Instead, most prefer to chat to customer support or any other relevant team in real-time.
In fact, statistics indicate that live chat has a customer satisfaction rating of 73%. This means that it makes sense for online publishers to set up a live chatting feature on their websites.
For content marketers, conversion rates are a crucial factor to consider. After all, if you are trying to promote a product or service, failure to convert the visitors would defeat the purpose behind publishing the content. However, a live chat feature on your page can increase your conversion rates by up to 20%. Click here to learn more about how community chat can help you expand your community.
Why Do Online Publishers And Businesses Need Live Chat Platforms?
With the demand for instant responses rising rapidly, the live chat feature has gradually become indispensable to content publishers. Here are a few reasons why they, along with businesses, absolutely need to implement live chat platforms:
1. Cost-Effective Support
Hiring a customer support team involves costs, and the larger your team is, the higher the costs would be. Now, traditional call centers aren’t so efficient as the employees can only help one client at a time. Live chat doesn’t have this problem, as your customer service agents can chat with several people simultaneously. This means you would need a significantly smaller team, and in turn, spend less on paychecks.
2. Advantage Over Your Competitors
Only a small proportion of all websites provide real-time customer support to their clients. By implementing live chat, you can get a major advantage over your competitors. Quite naturally, customers prefer a company that offers support in real-time, in a way that is convenient for them. Hence, adding a live chat feature to your page can help you get ahead of your competitors.
3. Generating Leads
Live chat can help you generate leads from the visitors, which can help you convert them into customers even if they initially leave your page. For instance, you can ask for their details through live chat, which allows you to follow up with them later. This also enables customer service agents to deliver a customized experience, increasing the chances of the customers coming back later on.
4. Better Customer Experience
A live chat feature also helps create a better experience for the customers. When the visitors are able to contact the content publishers directly via a real-time chat, they wouldn’t have to stop doing something to make a call or send an email.
Talking to the publisher via a live chat is a major perk in terms of convenience. In fact, 57% of the buyers tend to give up their purchase and check elsewhere in case they have queries and cannot get a response immediately.
5. Higher Sales Value
A live chat with your customers could also help you raise the value of the sales you generate. For instance, once a buyer enquires about a product, the customer support agents can suggest other related products based on their requirements.
For instance, if a person is shopping for a computer, you could also get them to buy accessories. This way, live chat can help increase the value of each conversion too.
What Are The Best Live Chat Platforms For Online Publishers?
There are several live chat platforms that you could pick from based on their requirements. The features vary from platform to platform, and the prices also differ.
1. Hubspot Live Chat
HubSpot live chat is likely the most popular live chat platform out there. One of the biggest perks of this platform is that you wouldn’t even have to spend any money on it. They have recently added HubSpot Live Chat to their free forever CRM package.
Despite being a completely free tool, HubSpot Live Chat is quite comprehensive in terms of features. The platform saves all the chats in the same mailbox, such that all the customer service agents would be able to access necessary information immediately.
2. Zendesk Suite
Known as Zendesk Chat in the past, Zendesk Suite is yet another top-rated live chat platform. This platform comes with features like GIFs and emojis, which help to tailor a personalized and engaging conversation. The pricing ranges from $19 a month to $99 a month, making this platform suitable for businesses of different scales.
Chatra is an advanced live chatting platform with features that make it especially suitable for e-Commerce sites and other businesses. Content publishers, too, can benefit significantly from such features.
For instance, Chatra allows you to see what the customers are typing before they actually send the message. This way, customer service executives have more time to prepare and can reply quickly. This, together with the fact that you can set up automated responses too, which helps you deliver excellent customer service.
Allowing users to send canned responses, ProProfs is a live chatting platform that helps to respond to customers quite fast. Moreover, the live chat feature also provides visitors with several self-help articles. This way, those looking for help might find the information they need without even having to connect to your customer service team.
ProProfs offers three plans, including a basic one that is entirely free. You could use it to test out the platform and then upgrade to a paid plan if you like it.
Besides the live chat feature itself, JivoChat is yet another comprehensive live chat platform and allows you to chat with the customers over the phone and various social platforms. This tool integrates very well with other popular tools and platforms, such as Wix, Slack, Zapier, etc. The platform is highly customizable, and you can set up various automated responses.
You could check out these live chat platforms and see which one suits you the best. Besides the pricing, also consider each platform’s features and perks. As a content publisher, you can certainly benefit to a great extent upon implementing the right one. Reach out to the experts if you are unsure how to deploy one of these platforms on your website.
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