Live chat software: 5 benefits for webshops

Emily  |

Time is money, and most consumers shopping online are pressed for time (and for money, too, one could argue). They want things done and they want them done fast.

That's why an increasing number of webshops is backed up by powerful live chat software. That tiny contact button has an obvious benefit: instant help. But free live chat offers many more advantages than meets the eye.

Benefit #1: Boost customer satisfaction with live chat software

Free live chat is the best tool and the easiest communication channel to boost customer satisfaction. Don’t forget that online customers are pretty pampered creatures. When feeling lost on your site (because they can’t immediately find what they are looking for), they won’t come knocking on your door again. Instead, they’ll move on. To a competing company, that is! One that offers better customer service – through live chat software, for instance.

This is why the most successful webshops are no longer static and boring, but interactive and versatile. Just as with brick and mortar stores, the best webshops are able to tune into their customers’ needs. It’s not surprising that 63% of customers are more likely to return to a webshop with a free live chat option, and 90% of customers experience live chat as much more helpful than the static email option.

Seriously, those are the kind of numbers you want on your side.

Benefit #2: Cut down costs

Live chat software enables you to respond more efficiently to customer calls and complaints. As a consequence, you won’t need as many customer support team members as before. If you own an SME, you might just be able to handle your customer support all by yourself. You can now also immediately address your customers’ needs, learn from them and act accordingly.And if you're afraid chat isn't for you because it'd tie you down to your computer, try out Casengo, as we seamlessly blend chat with email. (If you happen to have a WordPress website, you can install our WordPress plugin and use our customer support software with even more ease.) Casengo makes free live chat super simple. Not only for your customers, but for you, too.

Benefit #3: Boost revenue

Live chat software on your webshop increases customer satisfaction, sales and revenue. A satisfied customer is likely to spend 10% more, and will even promote your products. Your online click through ratio (CTR) will increase by 30 to 50%.

Benefit #4: Solve problems****

With customer support software backing you up, you as a business owner are able to quickly and correctly solve any problems your customers may face. Casengo even lets you turn emails into chat conversations and the other way round.

Benefit #5: Decrease the number of abandoned shopping baskets****

Abandonment rate is a real concern with online shopping. Customers who don’t like what they see in a webshop simply abandon their purchase and move onto another site. A free live chat option avoids this problem: by proactively asking customers if you can help them via live chat, you keep your abandonment rates down.

And as a happy customer is the most loyal of customers, you don’t only implement live chat software for today’s sales, but also for tomorrow’s.