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Why you should ditch your phone and use live chat systems on your sites
If you think about it, how many millenials do you hear talking on the phone? Not many, because they're constantly texting their friends and family, which means a chat system will likely be better for the masses. A few years ago it was common practice to have a business number on your website so people could contact you when they needed to, but today that's not the case. Many websites are switching over to live chat systems because it's much more convenient than answering a phone call. Since the majority of people use smartphones, is more easier today to talk with someone through a chat system, which is a big reason why you should be switching over if you still answer the phone when it rings. People are so use to texting, so typing out a message on their phone in order to contact you won't be much different than sending their friend a text.
Have you ever gone on a your hosting companies website or your banks website and tried to contact them? More than likely you've used their chat systems because a lot of bigger companies like that are switching over due to the ease of use. People can actually multitask while chatting with a support team online because they are not stuck on the phone. Hell, you could actually be on the phone while chatting with a support system and get 2 things done if you really wanted to lol.
There are actually a bunch of reason why a person would opt for a chat system over calling you directly, and those reason are:
People who chat are more likely to purchase
There have been plenty of studies that show people who contact you through a chat system are almost 5 times more likely to purchase from you than if you were to talk to them over the phone. What this means is you can focus more on your chat requests than your phone calls and increase your profits 5 times more. Sure, you shouldn't avoid any phone calls or emails that come in, but you should try to push those users towards your chat system in order to increase your conversions.
Chatty visitors usually leave your website happier than if they called
When someone is chatting with you, through your chat system, they tend to leave more satisfied than if they were to call you. This is because in a chat system you can add emotion and you won't leave it to chance that they person on the other side isn't understanding your emotions. You can talk with someone on the phone and they might think you're not dedicated to their case, and that creates an aggressive customer. If you're working with them through a chat system, you can strategically type everything up and add a smiley in there randomly to show the person on the other side that you're happy to help and you'll do everything you can
Your staff will usually have more free time (sort of)
A support system that is primary a chat system is much easier to manage than a line of phones and email addresses. This is because everything can be routed into one chat system and handled from one or two computers. Let's say you have 10 people calling in every minute, that means you need to have 10 people, or more, to answer phones in order to not miss anything. A chat system can handle all 10 of those because you can usually type up a better response for each inquiry than you could if you were talking to the people over the phones. You'll free up a lot of your support team to work on other things your business needs to finish in order to hit deadlines or make more money. You'll be freeing up your staff from talking to customers, but they will be supplementing that time with other tasks that need to be done
Your responses can be higher quality through a chat system
Since you see exactly what the person is asking, before you have to respond, you can type up a detailed response and cover every little thing they needed to know. If you were to talk to someone over the phone, you need to know everything right then and there after the person asks the question. If you stutter or pause, it usually means you don't know the answer to their questions, and you should in their eyes. Through a chat system, you don't need to know everything immediately because you can research it as they ask and come back with the right response
Most live chat software lets you add in canned responses for your most frequent questions. One of the questions I get the most is "How long will it take before I'm #1 on Google?" and I have a canned response that is a few paragraphs long, that I edit every few weeks to make even better, and it's just a click away. I literally answer their question with a click of a button and they are extremely happy with what I said Canned responses are extreme time savers, so I would suggest looking into the chat software that has it included.
Not everyone can call you, give them more contact options
In todays technologically advanced world, we can get wifi almost anywhere we go. This means that someone will never really have a problem when they try to contact you through a chat system. A lot of people browse online in their free time, which means they could stumble upon your website and if they don't want to call, they will use your chat system. Some people may be at a coffee shop, and on their phones or laptops, and want to use your chat system because it's too loud to have a conversation over the phone. If you don't have a chat system, you just lost that potential customer.
In short, people don't like talking on the phone as much anymore because there are other, quicker, ways to get a message out there to a random business or their friends and family lol.
You don't have to add a chat system to your website, but it's a great idea if you want to capture more customers and increase your profits. Remember, people who use a chat system are almost 5 times more likely to turn into a customer than someone who were to call you over the phone. You will be able to get much more work done because your employees will be able to focus on other tasks instead of sitting by the phones and answering calls. Chat systems are a great advancement when it comes to contacting someone, so get to it and start using them, you can thank me later lol
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