According to e Digital Research, a global intelligence firm, users had a higher sense of satisfaction after chatting with a company representative on the site, compared to phone and email contact.In my scenario above, I was free to do other things while I was waiting for a bank representative to take care of my issue. Many live chat services have notification settings where it can alert your staff when a message comes in, so that you’re not waiting around looking at your computer.
Maybe there’s a language barrier between you and the potential customer, and they may feel it would be easier to type out their concerns rather than speak.
Or, it could be that today’s society simply does not like talking on the phone.
Since wifi is almost everywhere these days, some people have better data than they do cell service, so they might prefer to converse online.
Some people may be working at a busy and loud coffee shop, so they may not want to chat on the phone.
In a report published by Bold360, they found that people who engaged with a site via live chat were 4.5 times more valuable than visitors who did not chat.
This means that you or your staff could easily focus on those engaged visitors and get them to buy more.
There are many other reasons why someone would prefer to message you rather than call you.
And, there may be reasons why someone like you would want to add live chat to your business’s website.
For many new or junior staff who answer questions over the phone, panic may set in and a wrong answer may be given.