3 Reasons Why Your Website Needs Live Chat

Editor’s Note: this is a guest post from Rohan Mendiratta at amoCRM, who makes a strong case for including live chat functionality on your website. We heartily agree with him! 👏


Say you went to a store to buy some clothes for your upcoming birthday. Considering both the stores have the same quality of clothes, you’re going to experience either of the following when you enter the store:

  1. The collections are there on display, you’re free to try stuff out. And if you like something, you pick it up and buy it at the checkout counter.
  2. The collections are there on display, you’re free to try stuff out. But there is always someone accompanying you throughout while you’re checking the stuff out, who is quickly answering any queries you may have and helping you decide faster.

Which store do you think is going to be able to sell more, and sell at a higher cost?

Highly likely the 2nd one. Simply because they are optimized for speed and offer a more personal experience.

This is the equivalent of your website having a chat button.

And in this blog, we’ll explore the 3 BIG reasons why having a chat button can hugely amplify your website and increase your business’s revenue (similar to how the 2nd store above made more money).

My grandma would want me to button up GIF

1. Increased Sales and Conversions from Live Chat

Using chat, you can have personalized conversations and build a deeper connection.

Having a chat button allows your visitors to directly message you, unlike a typical form where they can only submit their query, and when you receive it in your inbox, you reply to them.

When someone messages you on chat, you can reply to them right then and there, and then have a real conversation. Not to mention that when you respond fast, there is significantly less drop off on the other end, and hence your visitors are much more likely to convert to leads.

Response time and number of leads: why chat is so powerful

Source: Neil Patel

Yep, just 5 mins can mean life and death for your sales. And this is where live chat shines.

In fact, B2B companies have seen a 20% increase in conversions as a result of using live chat.

This allows your visitors to actually interact with a human, and establish a deeper connection as a result. Since you will automatically have a very clear advantage over your competitors who are not taking the time to do this, and also because real-time human conversations are how we have evolved, and our brains are wired to have a liking towards good conversations.

Speaking of ‘advantage over customers’, I should mention that only about 9% of the websites today are currently using live chat to answer support queries. This means if you simply add a chat button, and get your support team on it (which by the way, is MUCH cheaper than answering support via phone calls), you automatically have a lead in support over the majority of your competition.

But of course, that’s not all that matters. You also need more sales if you’re gonna get ahead in the game. So let’s see how we can use chat to sell more.

2. Greater Leverage For Your Sales Teams

A typical 1-1 sales conversation includes five important moments:

  • Qualifying the prospect
  • Asking the lead about their goals
  • Giving a demo of the product according to their use case
  • Answering questions and overcoming their objections
  • Going in for the close

Out of these 5 steps, here are some things that can be done more easily via chat:

Qualification

You can ask the preliminary qualifying questions via chat. If there is a fixed process, they can even be automated via chatbots, and then you can record the replies and go for the future rounds accordingly.

Asking About Goals

This can be done via chat much faster as well, and the responses can be very clearly segregated since they can be given as options via the chat. This makes it super clear for the business, as to how the customer can be served best.

Showcasing the Product

Now this is something where things have to be taken to a 1-1 call. This is going specifically into the product and this is often customized according to the needs of the end-user.

Closing the Deal

From the perspective of a salesperson they are already getting leads straight to them, qualified and with defined goals, straight from live chat. Now all they need to do is go in for the close. Cha-ching! 💸💸

This means you can focus your time on high-quality prospects and prioritize how you want to close the deal. And this allows you to build leverage and take control of your business’ revenue, as you now know what type of people to attract.

Here we’re using code, in the form of a live chat app, to build business leverage.

Having a live chat also allows you to build rapport, and enhance your sales process from that perspective as well.

But there’s one thing which we didn’t discuss in the sales pipeline. Overcoming objections. So let’s talk about how we can leverage code (ie. live chat) to work with objections as well, shall we?

3. Overcoming Objections: Faster and More Predictable with Chat Support

One of the key factors which will drive a lot of your marketing and sales results is your ability to overcome objections. Now the reason I put this in a separate point of its own is that overcoming objections can happen at different conversion moments:

  1. During a sales conversation.
  2. When a visitor is checking out your website/content.
  3. After the visitor has signed up for a freemium offer of yours.

And I’m sure there would be other places, but these are the most common ones.

During a sales conversation is where you can easily talk and overcome any objections. However, if you can remove barriers to conversion by overcoming objections in the other stages of decision making, your sales will skyrocket. 🚀

The Value of Live Chat with Customers

Source: Acquire.io

When a visitor is on the site and she is checking out the benefits/features your product is offering, she would naturally have objections like “I have an eCommerce Store, will this plan with Feature X be for me or should I go with the other plan?”

On a normal website, she would either contact you via email with this or ask this when she is on a sales call.

Sounds simple right?

Yep, until you realize that she is also evaluating your competitors while she’s waiting for your answer.

“What? That’s not what I want! Especially when I have the answer to her question!”

Worry not, soldier. This is exactly where having a chat button will be a game-changer for you.

Once you have a chat button active on your site, you literally have the ability to answer all her objections instantly. And you can even keep her engaged with your answers once you know the general behavior patterns of your ideal customer.

This is always a plus, especially because answering via the old fashioned emails is always tricky, as the person on the other side might check the inbox late, or even worse, ignore you!

Chat allows you to tackle these things via live conversations, and once you are familiar with the objections, you can even set up chatbots that can answer the objections instantly, without you even being there on the other end.

Chat session screenshot of Aurity Ltd

Source: Databox

Wrapping up

I hope this helped in making you realize the true power of having a chat button on your website. While it might look like a simple tweak on the surface, this little chat button could literally change the way you do business.

And with audiences becoming smarter and aware of traditional forms and long wait times, businesses are quickly moving towards adding chat and literally building their sales and marketing processes around it.

So if you’re one of the businesses who have still not made the move, hope this blog helped make things clearer and motivated you to make the move. You can even start with something as simple as having a Whatsapp Chat button, and get going with building your support and sales around that. Extremely low barrier, and you’ll start seeing the benefits soon.

About the Author

This post is written by Rohan Mendiratta. He helps marketers with building an engaged audience and increasing their sales.