Live chat is one of the most common ways for distant interactions, used for communication between two or more people. But what is live chat, actually? And are there any differences between traditional and live chat alternatives?
First of all, Live Chat is a software that is implemented in other software. That could be an operating system, website, etc. It can be used on forums, social platforms and mainly for business websites.
The web live chat was not initially developed for business needs. Back in the mid-1960s some of the already developed computing systems were used as notification systems for services like printing. They progressed and started to facilitate communication with other users logged into the same machine.
That was still an exchange of instant messaging. In 1973, the earliest chat system was Talkomatic on the PLATO system, which allowed 5 people to chat simultaneously. Since then live chat systems developed enormously and have been categorized by different criteria including their purpose of usage.
Conversational commerce usage of instant messages is a category where live chat is used for e-commerce and online business to provide service between companies and customers. Since conversational commerce usage is the most useful to economics, therefore it’s worth talking about it in-depth and describing the functions of those types of live chat systems.
Our grandfathers haven’t had a clue that in several decades they would be able to sell their production online rather than marketplaces. For them to have conversations face to face with customers had been the only known way to present the available stock.
It is more and more appropriate now for businesses to sell and provide service distantly. Not only because of internet usage but also because today’s customer is a very busy person. In the present day, we know the phone and live chat as the most common ways used for distant communication between businesses and their customers.
Let’s focus on live chat for business to understand if its benefits are the reason why this software became so popular
The live chat for businesses is also a software application, developed by software engineers and has to be implemented in your online business website (hotel website, online shop, etc.) Live chat allows customers to communicate with the company representatives in real-time.
When the visitor is on the desired company’s website, he has to press on the designated icon, then a chat window opens and a real person should be on the other side. Traditional live chats use chat windows, where both parties involved in the communication, i.e agent and customer, can lead the conversation in writing form.
Live Chat Alternative software has integrated both channels in the software: Verbal (it uses call connection) and Written (it uses message form)
Here is how the traditional live chat window looks
This is how Live Chat Alternative (phone version) looks when customers are calling your business.
Despite the name, live chat sometimes isn’t “live”. Due to certain reasons such as insufficient funds to maintain a team of live chat representatives or an inability to provide them with proper training, some companies prefer to use automatic answers or bots.
Unlike traditional live chat software, Live Chat Alternative uses live conversation only. The connection happens through the company’s designated telephone number and the device the customer is using to browse the website on(phone, laptop, computer, etc).
Focused phone conversations are an advantage that can spare lots of misunderstandings and customer disappointments that usually emerge when there is a lack of a real person to handle the conversation.
In addition to a chat window with real representatives or automatic responses, live chat software has more or less different features that contribute to the software functionality.
Examples of different possible functions:
- Canned response feature to save time for typing the most common questions over and over again;
- Chat IDs feature to make tracking faster;
- Chat history;
- Agent effectiveness;
- Transfer existing chats between different departments and agents;
- File-sharing function straight into the chat window.
Of course, most of the specific features require a real person that is trained to use them to their full potential.
Since Live Chat Alternative software uses both channels for communication(verbal and written) automatic bots are not required. The functions of call tracking are implemented in an administrative panel, where contact information (telephone, IP address) and geolocation about customers can be found. The messages sent by Live Chat Alternative form are found under different sections with message ID in the same panel.
This is how the admin panel dashboard looks like
The live chat software has also features connected with customer engagement. Those features are intended to catch the attention of website visitors and invite them to get in touch. For example, automatic greetings are when customers with specific profiles are targeted by their behavior and are invited to chat.
The eye-catchers are bouncing pop-ups, which are supposed to catch the attention of the visitors with the current offer, specific product or simply to invite them on chat. For example the Live Chat Alternative brand widget is an eye-catcher itself. The blinking green icon is designed to capture the attention of visitors on every website. It’s hard to miss it.
The icon is interactive and catches the attention of the online customer
This is how it looks:
Once implemented on the website, live chat software turns out to be the preferred contact way for all visitors that require faster service. And couldn’t be otherwise since the approximate waiting time for customer service via emails are around 24 hours.
Unfortunately, the chat windows of traditional live chat software have a disadvantage. They are not very useful when it comes to chatting on mobile devices. It is a significant limitation since most of the users prefer to use such devices rather than staying in front of a desktop.
But this flaw does not touch In-App Messaging (i.e Viber, Whatsapp, etc.) or Live Chat Alternative software. Even Live Chat Alternative is particularly designed and adapted for those busy consumers that are always on the go, managing their businesses with mobiles in their hands.
What are the other advantages that companies will get if they are using live chat on their business website?
We have already mentioned the great one. You will be able to get in touch, communicate and service your online customers. But what will this bring to you in terms of business benefits?
More closed sales. More up-sells and cross-sells.
Imagine potential buyers on your website. They found their favorite product, but have doubts about the purchase and need to ask a question. They can talk immediately to someone to clarify purchases.
Every 8 of 10 customers have questions before they purchase. Ask yourself and you will find out that you are acting the same way when you are about to buy something.
If there is a live chat software on the website, buyers will get in touch to ask their questions, and probably buy the product. This can lead to an up-sell, because experienced sales representatives will be able to gently persuade the customer to buy even more products.
Here, live chat alternative has an advantage compared to traditional live chat, because the representatives can use the powerful impact of their voice in a verbal conversation.
Another scenario.You own a traveling agency with a good website. But the physical office is your main desk and you are accepting bookings in-person and on the phone. Your website visitors will need to discuss their vacation just as your office visitors.
If you are using traditional live chat you will need to be on the computer all the time to wait for chats and respond to enquiries. While doing this you can not serve office visitors or talk on the phone with your clients which means traditional live chat will be ineffective.
Live Chat Alternative is perfect for this situation because your online customer will get in touch with you directly on the phone even if you are not on the computer. At the end of the day with Live Chat Alternative, you will have more bookings without changing your daily routine.
Build trust and loyalty
The surveys show that buyers need to know that they are welcome to contact you. When customers feel free to contact your company and they see a software installed for that reason, they are confident and build trust in your business. It works psychologically for them. They know that they can get in touch with the company representatives at any time.
That is a big step to make them loyal to your company!
Improved customer service
Customers appreciate it when getting in touch with your online business is quick and easy. Most of the online buyers recognize live chat software as improved customer service, especially when the assistance of representatives is in real-time. Improved customer service is connected to customers’ trust and loyalty in your company.
Reduce company expenses
Businesses devote a big part of their revenue each year for marketing purposes and customer acquisition. Using live chat software on their online business website reduces the company’s expenses for marketing reasons as the application assists in increasing conversion rates.
The Marketing Manager of One King West Hotel in Toronto, Canada managed to identify which advertising campaigns are effective thanks to Live Chat Alternative software. Thanks to this, they’ve optimized their advertising expenses.
If you choose software such as Live Chat Alternative your company staff can continue following the same working routine as the software does not require additional staff training. As compared to traditional live chat, where agents need to be trained days before they can use the new software.
No cost for training means expenses are reduced.
Expand market reach
An online business is a way to get more customers located far away from your physical office. It is free for your online customers to contact you from all over the world, thanks to the Live Chat Alternative service. This means more opportunities to expand your international presence.
Higher conversion rate
Live chat icons are attracting the attention of your visitors, so it holds them on your website.
With live chat software, you create more personal relations with your customers and they become emotionally invested in your business. This increases your conversion rate.
Time-saving
Live Chat software is a timesaver as the agent will be able to multitask. That is especially valid for Live Chat Alternative, as the call service leaves the representatives’ hands empty and they will be able to check and input information simultaneously.
Monitoring of your staff performance
Live Chat software has chat history and transcripts. The Live Alternative application has a call recording feature included. So, you don’t need to hire an extra employee to strictly follow how the representative is doing their job.
This could be monitored easily when is necessary with the above-mentioned features. It will help you get quick measures if a representative needs to improve his working performance.
There are many advantages of using live chat software on your company website. We mentioned most of them but the list is long. Live Chat developers are implementing more and more useful features to satisfy the changing world of online business. These days live chat software becomes nearly indispensable for online interactions with consumers.
As the business environment is constantly changing, companies need to provide comprehensive software that is useful and increases the satisfaction customers have with the business.
We all know one thing for sure, there is no successful business without satisfied customers.
