Coming to the term of real-time communications (RTC), what comes into your mind first? Mobile, Instant Messaging, VoIP or chatting software? Real-time communication refers to any mode of telecommunications in which users can exchange information instantly.
Nowadays, different kinds of real-time communication tools help bring people closer. For example, IM sends your greetings to your friends in different localities, and telephones bring mothers’ care to sons from miles away. Then what about customers and online businesses? How can customers get the same customer service experience that they can have in a physical store?
Different from brick-and-mortar stores, where customers can talk with the sales people one-on-one and get help from them instantly, customers shopping online or searching for services from the Internet also hope they can talk with real person before they make the purchase. Live chat software for website makes it possible for customer to communication with firms lively. It gives customers convenience and takes your website visitors closer to you.
There are many people visiting your website all the time. How many of them became a lead, and how many just leave your website without any interaction with you? A great number of buying decisions are made based on convenience – the more convenient the buying process is, the more likely a customer is to make a purchase. If website visitors can’t get answers immediately when they encounter some problems on website, they are very likely leave and move to your competitors.
Having live chat on your website will help visitors get quick answers without having to wait for delayed emails or to pick up the phone. It not only creates easier browsing experiences but increases consumer’s likelihood to purchase. A study from Forrester Research said:
“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.”
A survey by emarketer.com also found that 63% of customers were more likely to return to a website that offers live chat. The report goes on to say:
“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”
Some other studies show that 77% of people shopping online would like to make contact with a real person before making a purchase, and over half say that the lack of interaction has caused them not to purchase. See the importance of real-time communication is to businesses, especially for online businesses and e-commerce? With live chat on website, your customers get the most conveniences and have more confidence to buy from your company.