Despite not being a new communication channel webchat is just as hot today for business support as it has been for private communication for decades. We see an increase in its importance if your customers are more likely to visit your website on a mobile device. But in general, your customer is expecting to be able to chat with you. You should also value this channel more than you already do. It gives you the opportunity to be there for your customer in that crucial decision-making moment. That moment when they are ready to buy. Things can still go wrong in this moment. I mean how many companies haven’t experienced abandoned shopping carts?
Some companies report increase in revenue if your customer interacts with your chat function. I see one problem with how companies are handling this feature though. I, as a customer expect the webchat to be active when I’m on your website. That is more likely to be during the evening. The whole thing with a webchat is that I expect immediate answers. If I don’t get an answer within five minutes, then I will abandon the chat and then you as a company has lost an opportunity. I am not okay with you handling chat like it was a channel that can be treated like email or social media.
Some questions that I might ask might be very basic. Basic enough for you to be able to implement a chatbot during the hours when no agent is available. To implement a chatbot successfully there will be a lot of work that needs to be done to feed the bot with data. We at Connectel are for example working with speech analytics and text analytics to feed our customers’ chatbots.
I have in earlier blog posts about Facebook Messenger described how their version of a webchat can be handled. I also described some exciting new additions to their software. Read those blog posts here:
Do you see the value? To summarize here are the three reasons why you should use a webchat on your website:
- It could increase your revenue
- It will make customer service easier and quicker
- It will leave your customer with a great impression
Do you want to read more about webchat? Read here what Neil Patel thinks about chat’s potential for marketing. Are you interested in how we can create a process where webchat becomes the golden star of your website? Contact me through email here.