While I recently wrote about determining whether live chat features are essential for one’s website, it looks as though more and more people are deciding “Yes, I do need live chat.” They’re making the right choice, too, as live chat is growing at a rapid rate.
Live chat features, particularly click-to-chat, are gaining momentum on an international scale. While they’re mostly popular in the United States and United Kingdom, it’s being used more and more by companies around the world. It doesn’t matter where one lives or works, live chat provides the same help and benefits to anyone.
Businesses can gain quite a few benefits from live chat, including call deflection and cost reduction. Not only that, but customers tend to report a better experience from being able to use the chat, as it helps them contact the company directly far more easily, and get more help from it.
Still, it is important to consider several factors before adding live chat to your site. The traffic must require it, and there has to be a need for customers to speak with someone. Readiness, implementation, and customer interaction should all be considered. If it is deemed worthwhile, though, it can prove to be a valuable tool.
When taking live chat international, it’s important to consider how things will change from country to country. Not only is language an issue, but the metrics will differ as well. For example, customers in one country might tend to use the chat features to ask several questions and get step-by-step instructions, while others will more often have one question and leave. Even the format of the chat bar might need to change according to the country it’s being used in.
In the end, though, live chat can be an invaluable tool. There are many things to be considered when implementing it, but those who use it tend to report increased sales, improved customer satisfaction, and more productivity. Live chat is spreading across the world, so your business can to.
Edited by Amanda Ciccatelli