The paradox of modern digital marketing is that you have a wider reach than ever before, but it’s also harder to reach people on a personal level.

When your audience walks into a physical store, they interact with the store owner or employees and decide if they can trust the business and buy from them.

But that instant trust is hard to establish when it comes to online stores and sites.

But there is an interactive tool to solve the problem of reaching more people while personalizing your marketing messages. I’m talking about adding live chat tools to your website. Let’s see why you need to add live chat support to your business.

First, live chat support is a combination of chat messaging, backend technology, and interactions created by your sales and support staff. You allow your support staff to chat with people using a messaging tool, resulting in a faster response time.

As a result, your brand can provide a better customer experience. Let’s dive deeper and explore other ways to use live chat and grow your business.

Respond to questions faster

We’ve come a long way from having to wait days or weeks for a response to a letter. But even today, in a world where digital communication enables split-second responses, customers face anxiety and impatience when waiting for an email response.

Some companies send automated emails stating that a customer should expect a response within 24-48 hours. And that’s too long for many customers who will consider switching to other brands that have faster response times.

A live chat tool allows users to ask questions in real time and you answer them immediately.

It makes for happier customers who create positive associations with your brand.

Easily create leads

Adding a live chat tool with a welcome message to your website can direct more visitors to your site to interact with your team.

And in the process, you can ask your users to submit their email addresses and names along with their questions. This way, you will get explicit permission to contact people and you can also quickly create leads.

Since there is more individual and personalized engagement, people will be more likely to share their information.

Improve your conversion rates

The numbers speak for adding live chat to your website. Numerous reports and case studies show that using live chat tools and interacting with customers in real time significantly improves purchases. And not only that, you can increase conversion rates almost immediately when your sales or support staff talk to users.

Part of why live chat works is that it creates personalization in your interactions with customers. Personalized sales interactions result in 48% more consumers increasing their spend and an average 20% increase in sales.

There are also clear benefits for your customers and your business when you add live chat support.

Improve user experience

Your audience is overwhelmed with information online and because of this, they feel decision fatigue faster and prefer easy-to-use websites.

When you add live chat support and sales to your website, you improve a customer’s user experience.

Around fifty percent of users prefer live chat as it is the most convenient way to talk to a business. And today, 82% of customers expect a response in less than five minutes via live chat.

Improving the user experience on your website keeps users on your site longer and increases the likelihood of better engagement and conversions.

Customer loyalty

Acquiring new customers is considerably more expensive than keeping your customers happy. Plus, you earn more from existing customers who buy from you repeatedly. In comparison, you earn significantly less with new customers who buy once and never return after deducting the cost of marketing to them.

When your customers find it easy to get help via live chat, they’ll be less likely to switch to a competing brand. The ease and convenience of working with your team and the speed with which issues are resolved can give you an edge over your competition.

Reduce customer support costs

A customer service agent can only help one customer at a time. And getting things done over email can take longer than ideal.

However, depending on the ongoing concern and the expertise of a customer support specialist, a staff member can handle up to five customers at a time using live chat.

In addition, live chat has a satisfaction level of 73%. Customer support via email communication is at 61% and by phone only 44%.

You’ll create happier customers and lower your costs by using live chat support. The addition of live chat is also a form of self-help for customers – a tool they can use when they don’t want to have more direct or delayed communication.

Building Trust

As mentioned in the introductory paragraph, our customers cannot contact us on a personal level as they might with store owners in a physical location.

But live chat comes as close as possible to establishing a real-time rapport with potential customers.

You can train your employees to have a friendly way of communicating and help customers effectively, building trust and creating a sense that your business is “real” to people.

Increase the value of your order

Support staff can take the opportunity to increase the average order value of a purchase when chatting with a customer.

It becomes easier to convey the benefits of a superior service or added product when they can answer any questions a customer may have.

You can also enable your support team to offer unique discounts and special offers to convince customers to buy more.

Attract new visitors to your website

Most people who come to a website, leave it, and never come back for a variety of reasons. You can improve brand recall and engage customers more by adding live chat support.

Triggering a welcome message or ping sound when you have a new user will draw their attention to your live chat.

This increases the chances of them chatting with your team and turning into leads.

Offer a 24 hour service

The magic of modern technology is that your live chat support can be active at any time of the day and even capture customers who arrive at your website outside of business hours.

In our company we have customers from all over the world and we also have remote support staff from different locations around the world. This allows us to offer prompt assistance at all times.

As a result, we are able to meet the needs of global customers and increase our number of users. Adding live chat can be a powerful way for you to grow your business by reaching people from other parts of the world.

Automate non-critical tasks

Another essential way that live chat helps is to integrate chatbots to automate small tasks.

Customers often contact companies to request information available on the website. Or this information can be easily retrieved from a database.

By adding chatbots, your business can create a live chat experience, but also free up your human support staff to focus on critical issues. This makes the best use of everyone’s time and helps you focus resources where they are most needed.

Chatbots also help by enabling personalization. For example, if your site visitor is on your pricing page, you can trigger a pop-up message where additional information or a special offer appears to users through the chat message.

You can creatively use your chat tools to engage users and increase conversions on different pages of your site.


Adding live chat support adds more human interaction for your customers on your website. From the suggestions mentioned above, it is obvious that you can use chat tools in creative and interesting ways to achieve your goals.

Consider adding live chat support to your website and with some testing and data analysis you should see a big spurt of growth in your conversion rates and other metrics you set for your brand.

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