An online chat is an instrument that ensures communication between a lead and a company’s support agent. It helps answer clients’ questions and solve problems. Live chat opens automatically when a user visits a website or clicks on a special widget.
In this article, we’ll uncover the reasons to implement a live chat and its benefits. We’ll also offer you to explore the top five services that will be useful for your business and find out how to create an online chat for social media.
Why should you implement a live chat?
An online chat is a must-have tool for any company in addition to email campaigns, chatbots, web push, and other useful instruments that help move prospects down the sales funnel. According to SuperOffice, 79% of consumers say they prefer live chats. Immediacy is the number one reason why they choose this channel over others. At the same time, live chats don't require a visitor to leave the website. Prospective customers can keep exploring certain products and their features while having a chat with an agent.
This marketing instrument is beneficial for both businesses and consumers. With a live chat, an agent can consult a visitor and manage orders simultaneously. It helps business owners improve the process of communication with prospects, which results in a visible increase in conversion rates.
Websites with live chats have higher customer retention, more repeat purchases, and higher sales volume. They can ensure instant communication with a customer support team, increase online sales, improve the customer onboarding process, simplify the process of sharing the necessary information, welcome new clients, etc.
Now that you know the primary reasons to consider using online chat, it’s time to review the benefits you can reap in more detail.
Live chat benefits
There are many advantages a live chat can bring to your business, so let's analyze them.
- Reduce expenses on customer support. Buyers often try to reach the company’s customer support via phone calls and get instant answers. However, this way of communicating can cost business owners more money. According to 99firms, a live chat costs 15-33% less than customer support via phone calls. Platforms help agents manage several chats at once and assist customers when they have some problems using the product.
- Boost customer service and customer loyalty. Customer satisfaction is higher when a brand has a live chat on its website since it enables users to feel confident about a company’s credibility and the help it can instantly provide. Consumers can receive answers fast, have their problems solved, and get help when they need it. As a result, they are more likely to purchase from a brand again.
- Improve sales volume. Online chat improves conversions. Data shows that a person is more likely to buy a product after communicating with a live chat agent. According to statistics, 38% say that they purchase a product after having a great conversation with an online chat agent. Instant access to the support team ensures lead generation and higher sales volume.
- Unveil customers’ problems. It’s sometimes difficult for traditional support services to instantly identify the pain points of their leads and customers. A live chat provides team members with the necessary information about each customer that can be found in the chat history. Every customer support agent can access it before starting the conversation. Customer support can filter, sort, and search the history to single out customers’ key concerns.
- Improve customer onboarding. Customer service also has a great impact on the onboarding process. Live chat enables newcomers to instantly contact the necessary person to obtain answers to questions on how to use a product, assistance, or solutions to problems. Excellent and instant customer service ensures that a customer will continue using a brand’s product.
Some people think that having a live chat is expensive, difficult to implement, and requires specific skills. In the next section, we’ll prove the opposite by reviewing the services that help create online chats. You can use a free plan or paid one with more features, and the price of the latter starts at $12.
Top 5 online chat tools for your business
We offer you to review the top five online chat tools that can help boost your customers' satisfaction. After exploring each of them, you’ll be able to decide on the one that suits your business the most.
This live chat platform enables you to enhance customer satisfaction and boost conversions by improving the quality of your customer support. 13 chats' tools allow you to customize the color, format, and style of the chat based on your liking, branding, and company’s style. You’ll only need a few minutes to set up a widget. Integration with Facebook Messenger enables you to nurture your leads as it's one of the most effective marketing channels.
If customers need your assistance immediately, you can respond to their needs with the help of chat triggers. To reduce abandoned carts, start a conversation with a customer if this person spends more than 40 seconds on the checkout page.
The image below shows the process of communicating with customers via a live chat created with 13chats.
Free plan: Available forever.
Paid plan: From $13 per month.
The platform helps you create targeted messages that respond to specific customer actions, share the necessary files, and use an in-built ticketing system. The service allows you to add chat widgets and help customers during checkout.
If you have several websites, LiveChat enables you to manage them from one account. The platform also provides you with a chance to improve engagement by sending greetings, sharing announcements, and inviting users to chat.
Below you can see a list of chats and the way online chat helps you manage them simultaneously.
Free plan: 14-day trial.
Paid plan: From $16 per month billed annually.
Established in 2007 as a help desk for customer service, Zendesk now is a popular platform that enables you to have different types of communication with customers and unify your channels in a single workspace. Besides the listed features, the platform also enables you to track your site’s visitors, their location, and their browser. You can also connect your bot to channels like Facebook or WhatsApp. All conversations with customers are in a centralized workspace so that all agents can explore the context of the conversation to provide clients with appropriate solutions.
Below you can see how to get started creating messages in a live chat for different channels.
Free plan: 14-day trial.
Paid plan: From $59 per month per user billed annually.
The service has a drag and drop visual builder so that you can create a message flow. Before an actual conversation with visitors, you would definitely like to ensure that everything works properly. ChatBot allows you to test your messaging within the platform. You can launch the chatbots you need on your website by using the free chat widget. Customize the look of your chat so that it complies with your brand’s style and website’s design.
With ChatBot, you can apply pre-built templates like sales bot, offline form, greengrocery, discount bot, and many others. Segment customers based on your requirements and variables.
Below you can see how to create a bot in the editor and test it when the bot is ready. You can use the available options to set the messages for your bot.
Free plan: 14-day trial.
Paid plan: From $42 per month billed annually.
The platform helps increase conversions with a modern chat and automated greetings. HelCrunch invites you to use offline and pre-chat forms to collect information about your leads and pre-qualify them. You can increase the productivity of your support team. With HelpCrunch, your agent will be able to manage up to 5 chats simultaneously.
You can also use the opportunity and customize your live chat widget to your liking and the company’s style. Make use of 20 customization options and custom CSS styling to change wallpapers, button style, size, and color to match your brand personality.
Below you can see all conversations with customers. The service allows you to handle the problems fast with the help of automated messages.
Free plan: 14-day trial.
Paid plan: From $12 per month per user billed annually.
Using special platforms for creating and handling live chats can greatly improve the quality of your customer service and processing of information by your agents. Look through the main features and choose a platform that complies with your requirements and needs.
Since the popularity of online shopping rises and people spend more time on social media networks, you should consider implementing a live chat so that customers can receive instant help.
How to create an online chat for social media with SendPulse
Chatbots help businesses handle basic questions and problems which prospects and customers often face. Online chat simulates live communication and makes it more human. It can perform different tasks and simplify the work of customer care agents. If the majority of your customers come through your website, Instagram, Facebook, WhatsApp, or Telegram, there’s a need for a live chat.
How to create an online chat for Facebook, WhatsApp, and Instagram
To start, you need to register with SendPulse. If you have an account, simply sign in. Afterward, go to “Messengers” and click the “Connect channels” button.
If you need Facebook, click the “Sign in with Facebook” button and go through the authorization process. It’s necessary to create your first bot.
After that, select the groups for which you need a chatbot. Click the “Enable” button to run the chatbot.
One more important step is to subscribe to your chatbot so that you can make sure your campaigns and automated messages work properly.
When you see that you have new subscribers, check your messages. The bot will send them welcome messages. SendPulse invites you to try a free pricing plan where you can send up to 10,000 messages per month to your subscribers.
Now when you know how to create an online chat for Facebook, WhatsApp, and Instagram, let’s explore the increasingly popular platform like Telegram which has 55.2 million users every day.
How to create an online chat for Telegram
If you want to develop a chatbot for Telegram, you should open the app and sign in to your account.
Firstly, search for @Botfather in the Telegram search tab and select the official bot. Make sure to choose a bot with a blue checkmark near its name.
Secondly, click “Start” to activate it.
Afterward, you’ll obtain a list of commands to handle bots.
Thirdly, select the /newbot command and send it.
The next step is to create a name for your bot. Your customers will see it when communicating with your agents. You should also select a username so that people can find it in search. Make sure to create a unique username with the word “bot” at the end of it.
Once the name is created, wait for a special message that has a link to your bot, recommendations on a profile picture, description, and commands that help manage it. After that, you should connect your bot to SendPulse. To do it, you need a token. Check our article to figure out how to find a token for an existing bot. Learn how to create an automated flow for your chatbot in our knowledge base.
Congrats, now you know the benefits of a live chat, the top 5 services to create it, and instructions on how to create a chatbot on social media. Make use of the knowledge you have to provide your leads and customers with 24/7 support.
- This article defines the term and unveils how live chat works.
- In this article, you’ll find out the benefits of a live chat.
- This article provides readers with 12 live chat software for small businesses.
Last Updated: 09.05.2022