People expect things fast.
Technological innovation has redefined customer expectations and it’s down to each business to do everything in their power to keep up.
If you have a slow website, for example, you will lose a significant number of potential visitors. According to research carried out by Google, people will generally click to go back to the search results if they have to wait more than three seconds for a website to load.
Recent data shows that slow websites are what people dislike most about browsing the internet on a mobile device, with Google recommending page load speeds of five seconds or less.
While the load speed of a website is undoubtedly important, so is user experience (UX)
Making a website simple and easy to use is crucial when it comes to lead generation and revenue. Many users will visit your website from their mobile while they are busy doing other things and trying to multitask.
For example, someone may be eating lunch when they remember that they need to enquire about a gardener or want to buy a new garden product. In these examples, users want to find what they need quickly and hassle-free, so they can resume eating lunch as soon as possible!
For more expensive products or services, users will often want to speak to someone to gain as much detail as possible before they commit to a purchase or deposit. In this instance, users will want an easy way to get in touch or a quick way to find more information.
Excellent UX and page speed are the foundations of a good website experience, but live chat can help immensely.
Live chat is the fastest and most cost-effective way of turning visitors into customers
Live chat allows businesses to talk in real-time to website visitors. Being able to have open discussions with visitors is a tremendous competitive advantage for several reasons.
Managed live chat can help visitors find what they need, quickly. Not only that, it provides valuable feedback about what customers are struggling to find and how website navigation could be improved.
It can also help a company understand what type of questions users have about their products or services. Our research found that 44% of customers are looking for advice during an online purchase.
What’s more, visitors that converse via live chat and enjoy a positive user experience are more likely to buy or convert on your website.
Managed live chat, also known as “live web chat,” is powered by a human who interacts with your visitors when prompted. With managed live chat, agents can have real conversations with customers and build relationships, whereas chatbots resolve frequently asked questions.
Chatbots are powered by artificial intelligence (AI), or they use something known as decision tree programming to provide answers to common questions.
Managed live chat is particularly helpful if your product or service is expensive or complicated in any way, and it’s great for building rapport with visitors too. For example, if you are an estate agent or own a car dealership, visitors will likely want as much information as possible before booking a viewing or test drive. The mentality is very different when compared to buying a new kettle or bin bags.
Managed live chat can also provide a superior overall experience. Visitors will usually know whether or not they are talking to a human or a bot – a human agent can improvise, adjust answers to suit your brand guidelines, and provide a warmer, more pleasant customer experience.
If people cannot find the information they are looking for, they will likely go to a competitor’s website and buy from there instead.
Managed chat services are much faster than any other customer support channel and can provide a resolution within the “first contact.”
Going back to the example of somebody on their lunch break, they don’t want to exchange emails or even call up a company to find what they want. It would be much quicker to go to a competitor’s website.
Live Chat, however, is very quick and easy to use, even on a mobile device. The user can find personalised answers to their specific questions within seconds.
People like to feel important. Managed Live Chat with a human being can help provide a great customer experience and make your visitors feel valued.
People visit websites at all different times of the day. That’s one of the main benefits of having a website – it’s always open! However, it’s virtually impossible to provide 24/7 customer support if you only have a small team of people working daytime hours.
With Moneypenny’s Live Chat service, our dedicated agents can provide answers and personalised human responses to your website visitors, regardless of the time of day. Live Chat also offers a cost-effective way to stand out from the competition and speed up the checkout process for any visitors who come to your website.
Unlike some of our competitors, all of the Live Chat agents we employ are based in the UK. Dedicated to you, they get to know your business to provide specific and valuable service to your visitors.
Not only do they know your business well, but they will have a UK-specific understanding of your industry too.
Having UK-based agents can make it easier to build a rapport with visitors, and a better connection means better customer service.
The great thing about Moneypenny’s Live Chat service is that it is easy to install, track and customise. You can customise the chat window to complement the look, feel, and branding of your website.
Not only does the Live Chat window look great, but it also positively represents your brand by the high level of customer service that it provides.
Moneypenny has over 20 years’ experience in the communications industry, and our reputation for quality is second to none. With “excellent” reviews on TrustPilot and Google, your business is in safe hands.
By giving you confident and professional Moneypenny Receptionists to manage your chats, your website visitors will believe the polite & well-informed agent on the other end of the chat window is a full-time employee of your business. You’ll gain all the benefits of a full-time hire, but at a fraction of the price.
Try Live Chat free for one week and experience the service first-hand. There’s no long-term contracts or obligation to continue with us afterwards, so you’ve nothing to lose.
If you’re interested in Live Chat for your website and wish to take advantage of our FREE trial, just contact one of our team on 0333 202 1005.
12 Feb 2024
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