{"id":47276,"date":"2014-01-22T22:14:06","date_gmt":"2014-01-22T21:14:06","guid":{"rendered":"http:\/\/www.corporate-eye.com\/main\/?p=47276"},"modified":"2014-01-22T22:14:06","modified_gmt":"2014-01-22T21:14:06","slug":"does-your-brand-website-need-live-chat","status":"publish","type":"post","link":"https:\/\/www.corporate-eye.com\/main\/does-your-brand-website-need-live-chat\/","title":{"rendered":"Does Your Brand Website Need Live Chat?"},"content":{"rendered":"<p><img decoding=\"async\" class=\"alignleft size-full wp-image-47278 lazyload\" alt=\"live chat\" data-src=\"https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2014\/01\/live-chat.jpg\" width=\"300\" height=\"212\" data-srcset=\"https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2014\/01\/live-chat.jpg 300w, https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2014\/01\/live-chat-150x106.jpg 150w, https:\/\/www.corporate-eye.com\/main\/wp-content\/uploads\/2014\/01\/live-chat-100x70.jpg 100w\" data-sizes=\"(max-width: 300px) 100vw, 300px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 300px; --smush-placeholder-aspect-ratio: 300\/212;\" \/>Adding a live chat feature to your website can improve customer service and reduce shopping cart abandonment rates. While not every customer that visits your brand website will want to use a live chat feature, there are many who will look for it. They&#8217;ll expect that they&#8217;ll be given multiple choices to get the help they need, and they&#8217;ll want the freedom to choose their preferred method for getting answers to their questions within the timeframe they require.<\/p>\n<p><a href=\"http:\/\/www.liveperson.com\/connected-customer\/posts\/gone-76-seconds-window-customer-loyalty\">Research from LivePerson<\/a> revealed that <em>not<\/em> including a live chat function on your brand website can cause far-reaching and long-lasting negative results. Here are some of the highlights from the survey of 6,000 consumers across the globe who shared what they expect from brand websites:<\/p>\n<ul>\n<li>Online consumers won&#8217;t wait longer than 76 seconds to get help.<\/li>\n<li>88% believe that having a live chat improves their experience on a brand website.<\/li>\n<li>60% are more likely to complete an online purchase if they can get help from a real person via a live chat during the purchase process.<\/li>\n<li>41% would prefer to get help via live chat when they&#8217;re in the process of making a purchase on a brand website over any other customer service option.<\/li>\n<li>50% of online consumers want brand website purchase issues resolved in a single transaction.<\/li>\n<li>77% of online consumers want things done as quickly as possible when they&#8217;re on a brand website.<\/li>\n<li>78% of online consumers will return to a brand website (which means increased loyalty) if their needs are met in a simple and efficient way.<\/li>\n<\/ul>\n<p>Furthermore, LivePerson identified three key stops along the online purchase path that are critical moments where brands must provide adequate help: when consumers have a question about a specific product or purchase (42%), when they have a problem completing an online purchase (35%), and when they have a post-purchase question (35%). Live chat is just one more way to meet the demand for customer service in a manner that more consumers are becoming comfortable with and actively using every day.<\/p>\n<p>The trick to successfully implement a live chat feature on your website is to make it easily accessible without being intrusive. Automated pop-up live chat windows could annoy consumers so much that they&#8217;ll leave your brand website entirely. However, effectively placed links and messages that make it easy for a customer to open a live chat at anytime (particularly during those times that research shows they most often seek help) can significantly improve customer service, completed purchases, and loyalty.<\/p>\n<p>Offer options and let consumers decide how they want to interact with your brand. Every customer service opportunity is a direct or indirect marketing opportunity, so let consumers control their buying experience, including choosing to communicate with your brand representatives via live chat.<\/p>\n<p><em>Image:\u00a0<a href=\"http:\/\/www.sxc.hu\/photo\/1035538\">Flavio Takemoto<\/a> <\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Adding a live chat feature to your website can improve customer service and reduce shopping cart abandonment rates. While not every customer that visits your brand website will want to use a live chat feature, there are many who will look for it. They&#8217;ll expect that they&#8217;ll be given multiple choices to get the help [&hellip;]<\/p>\n","protected":false},"author":4,"featured_media":47278,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_lmt_disableupdate":"","_lmt_disable":"","_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[95],"tags":[212,235,7843,1024,8108],"class_list":{"0":"post-47276","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-brand","8":"tag-brand-loyalty","9":"tag-brand-marketing","10":"tag-brand-websites","11":"tag-digital-marketing","12":"tag-live-chat","13":"entry"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Does Your Brand Website Need Live Chat? 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