Technology has transformed customer expectations almost overnight. It wasn’t too long ago that most business websites were relatively static. If a website visitor or potential customer wanted more information, their options were limited. You could send an email, fill out a contact form, or face navigating the infuriating automated menus in a phone call.
Now, live chat options seem to be everywhere. Many websites seem to be actively inviting customers and visitors to join a virtual chat. Advances in AI technology are also making live chat options easier to manage. Often without knowing it, our conversation begins with a bot that turns us over to a human at the appropriate time.
Chatbots are frequently used to engage potential customers and lure them into a sales funnel or as a path towards quicker customer service. Live chat has bean integral part of the web experience. Until recently live chat was exclusively in the domain of large organizations with funding to create their own or purchase expensive software to host their live chat.
However, it has now moved to a Software as a Service (SaaS) model, becoming available to businesses and organizations of all sizes. However, just because it is accessible to more businesses doesn’t mean that everyone should be running to get their live chat box online. There are some things to think about when deciding whether you should add live chat on your website.
Question 1: What Need are You Trying to Fill?
It may be tempting to have a live chat simply because other businesses are adding them. However, it is essential to think about what you are hoping to accomplish. For instance, are you trying to generate more leads by engaging with potential customers on your site? Or are you trying to close more sales by having someone standing by to answer questions?
Equally, do you think that having someone available may increase the opportunity to upsell and increase revenue? Will live chat be a more efficient way to deal with the number of inquiries you usually receive by phone or email?
Alternatively, do you believe that the live chat will demonstrate a higher level of customer service? And could it provide potential customers with more confidence in your product or service? These are all possible scenarios where live chat might help you make the right decision for your business.
Gaining clarity around the purpose of adding a chatbot will help you make a better decision and rushing in to implement the wrong solution. It will also help with the decisions as you move forward.
