The True Value of Chat

Chat marketing has been a hot topic for a few years now, but if you still haven’t implemented it on your site, you might be wondering if it’s actually worth it. Well, we’re here to show you that chat marketing is an almost always overwhelmingly positive addition to a website, for customers and businesses alike. So, if you’re curious what chat could do for your site, keep reading to see some of the reasons chat is a valuable addition. 

1. Your customers likely prefer it

Let’s talk stats for a second. 75% of customers prefer to interact with a text or chatbot over a phone call. That means three out of four of your potential customers. That’s a lot of potential missed opportunities if your site doesn’t already employ some form of a chat feature.

The reasoning behind this is pretty simple: most people just don’t want to take the time to call. Interacting with a chat feature is so much easier and quicker than picking up the phone, finding a company’s phone number, and waiting to be connected to a staff member. Chat consistently scores the highest in customer satisfaction surveys, too, beating out phone and email across the board. 

2. It makes customer service easier

Chat makes things easier for your agents too. Staff members can browse for supporting information while they chat with customers - no boring hold music required! Chat agents are also able to handle multiple customers at once as opposed to the one-at-a-time nature of phone calls. And, if there are too many customers trying to access the chat feature at once, most chat support solutions can automatically calculate how long it will be until an agent will be free. 

Often, it’s easier to communicate via writing, too. Typos can be edited, and chat transcripts can be referenced later in a conversation.

3. It brings in more leads

Most people interacting with your chat interface have viable questions about your business. Whether you’re answering commonly asked questions or allowing customers to schedule appointments through chat, you get to interact directly with your prospective customers through this interface. Our own clients typically see a whopping 80% of their chats come through as viable leads. 

4. It increases conversion (by a lot!)

While the exact amount of improvement you’ll see depends on your site and your conversion goals, the typical conversion rate increase for sites implementing chat is anywhere between 20-40%, according to Campaign Monitor. If you’re implementing chat on a medical practice website, allowing people to schedule appointments via chat can be a great way to help cut down on customer frustration and free up your front desk staff. 

So, there you have it, four very compelling reasons to add a chat feature to your website. If you’re not sure which chat product is right for you, check out our Chat Power page at MyAdvice for more info (and feel free to ask any questions and demo the product at the same time - we use our own chat solution on our website. Neat, right?).