Possible benefits

• Some people will find the option a quicker way of getting a response, as sending emails or using enquiry form can be perceived as a slow pace way of contacting. Also, not everyone likes to call up and speak to someone over the phone. Therefore, the feature creates choice.
• It is a benefit for both you and the customer, as you can both multi task. You can help the customer at the same time as carrying on with your work in the office. Also, you can rapidly respond to more than one person at a time, with several chats open. This is one of the major differences between a phone call and the live chat.
• A transcript is saved to your device of the chat. This is valuable, so you can refer to the copy for future reference. You can also analyse the chat to make improvements to your website or services. An effective way of doing this is by categorising each chat into different themes and then see if a theme occurs. For example, if you have analysed that a few customers are enquiring about the same certain information then you could use this as advice by making the improvements to your website. Therefore, the information is more accessible. Over time by categorising themes, type of customer, keyword or sales channel, it will enable you to prepare your website to help your customer base.
• Studies have shown that there is a high chance that your sales will increase. A study by American Marketing Association has shown that the live chat can increase conversions by at least 20%.
• Improved customer service and loyalty, as live chat is associated with fast responses, so the customer satisfaction levels are high.
• The feature provides visitors to your website with instant access to the appointed staff, as you can easily navigate who they need
• It gives a personal feel to the consumers that you care about them and are willing to help with whatever they need.