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Why You Need Live Chat to Aid in Your Marketing Brand Strategy

Why You Need Live Chat to Aid in Your Marketing Brand Strategy

Imagine walking into a store at your neighborhood mall. You like a jacket, but have some questions about it. You call out to a store employee who proceeds to answer all your questions and also shows you some other options. You walk out of the store one jacket richer.

Now imagine a similar shopping situation, except this time it is on the Internet. You have put a jacket in your online shopping cart but are unsure if you should check out right away because you have some questions about the color or fit of the garment. The only way you can contact the store is by email or calling a toll-free number. You decide to drop an email later since you need to rush for an appointment. Fast forward a couple of weeks, and you’ve ended up not buying the jacket at all.

There is now a simple solution to the problem of losing online customers due to delayed resolution of their concerns. It comes in the form of the live chat option. Adding a live chat plugin to your website can do wonders for your business and overall brand strategy.

If you are confused about whether or not to add a live chat feature to your portal, here are 6 reasons why you should absolutely consider doing so.

1. Useful tool for your customers: People are so much more pressed for time these days. They are always in a rush and prefer instant solutions to their problems, which is why a live chat feature is such a convenient option for your customers. Getting their queries answered in real-time, saves your clients’ time and effort.

This, in turn, helps retain customer interest and increases engagement. Live chat is a quick and easy way for customers to get their doubts clarified. With live chat, customers don’t need to devote their entire attention to engaging with customer support on the phone. They can multitask by taking care of other work while shopping at the same time.

2. Economical: Adding a live chat feature to your website is not expensive at all. It does not cost much to install and is also more cost-efficient in terms of implementation.

It is much cheaper compared to offering customer support by phone. Phone support staff can talk to only one customer at a time. Live chat executives, on the other hand, can, handle more than one client at the same time. Live chat can, therefore, help your company save a lot of money.

3. Gives you an edge: When it comes to devising brand strategy, you want to stand out from the crowd. Not all companies offer the live chat feature to their customers. By adding a live chat plugin to your website, you gain advantage over your competitors.

4. Improves customer relations: Clients appreciate good customer service, which is an integral part of a good marketing brand strategy. Live chat is a great way of providing customer service in an accessible and convenient way. It is also less impersonal compared to email support.

This helps in building client loyalty and strengthens relations. If customers have a good experience and are happy with the customer service you provide, they are more likely to come back as well. Happy customers are also more likely to recommend your brand to their friends, helping you grow your market.

5. Provides useful data: Live chat provides your company with a rich resource of data in the form of chat transcripts and history. You can study past chat records with clients and discover their pain points and reasons for dissatisfaction. Basically, you will have the material to see what works and what doesn’t work for customers. You can use that information to improve your brand strategy.

6. More ‘Maybe to Yes’ conversions: When a customer is on the fence about whether or not they should buy a particular product, they are more likely to go ahead and make the purchase if their concerns regarding the product are addressed immediately. A live chat feature helps with positive conversions by providing faster resolutions to customer questions.

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