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24/7 fully managed live chat

LIVE CHAT CUSTOMER SUPPORT

MAKE LIVE CHAT WORK FOR YOU

READ OUR GUIDE BELOW

 

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In this guide, we'll give you 5 key reasons why every business should offer Live Chat customer support to their website visitors.

We explain what is Live Chat, and exactly how does Live Chat work. Who uses Live Chat, and why it is considered essential by most businesses today.

Click the dice below to jump to each key section, or just read on.

What is Live Chat?

And how does it work?

Who uses Live Chat?

Does it work for everyone?

Why is Live Chat essential?

Especially in today's world

5 Reasons why every business

needs managed Live Chat

What customers say

And what our clients think

What makes Yomdel better?

Our expertise and approach

 

WHAT IS MANAGED LIVE CHAT?

Managed live chat is a box that pops up on a website that allows a visitor to speak to a highly-trained and real-life customer support operator who answers questions and gathers leads on behalf of the business.

It’s activated by placing a short snippet of code on to your website that allows the chat box to show.

The chat box is branded with your logo, font and colours. When a website visitor accepts a chat, a skilled operator will start to engage in conversation, whatever the day or time.

Customer Support Operators will build and work from a detailed knowledge bank containing answers to frequently asked questions that becomes a continuously evolving document.

Well-crafted scripts are created in your tone of voice and structured in a way that builds rapport, encourages engagement and gives customers confidence in your brand.

You should have direct contact with your senior operations team who manage the chat team dedicated to your business.

 

Read our blog and infographic on the particular value of outsourcing your live chat.

 

WHO USES LIVE CHAT?

Companies in almost every industry sector, both B2B and B2C, should or do deploy Live Chat on their websites.

Especially benefiting from 24/7 availability it provides them, lead generation increases hugely out of office hours, but also increases internal team efficiency during office hours, acting as a first point of contact, filtering and qualifying enquiries.

All of these industries and more now rely on Live Chat:

Estate Agency Sector

ESTATE AGENTS

Removals Sector

REMOVALS

New Home Builders Sector

NEW HOME BUILDERS

Self Storage Sector

SELF STORAGE

Retail Sector

RETAIL & ECOMMERCE

Financial Services Sector

FINANCIAL SERVICES

Legal Sector

LEGAL SERVICES

Medical & Dentistry Sectors

MEDICAL & DENTISTRY

Travel & Leisure Sectors

TRAVEL & LEISURE

Transport & Automotive Sectors

AUTOMOTIVE

IT & Software Sectors

IT & SOFTWARE

Training & Consultancy Sectors

CONSULTANCY/TRAINING

 

WHY IS LIVE CHAT CONSIDERED ESSENTIAL TODAY?

With 55% of people going online out-of-hours, a company’s potential customers are always connected and they expect their questions to be answered immediately, day or night.

Customers now have 24/7 access to encyclopaedic levels of information, literally at their fingertips, but they still require assistance to make choices and decisions in their buying process.

customer using live chat

Supporting a customer right from the very start of their online journey will build trust, and make converting a conversation into a qualified lead infinitely easier and more profitable than following up on a traditional form or email enquiry.

To be successful in competitive markets you need to find ways to add real value to your online services, and differentiate yourself from your competitors.

With almost all potential customers starting their search online, and often reviewing multiple providers, you need to find ways to engage with people dat the moment they browse your site, and then enhance their customer experience.

In commercial terms, managed live chat — in other words chat handled by highly-trained human operators — is proven to deliver as many as 50% more leads from a website.

For some businesses, this equates to a staggering return on investment of more than 2,000%.

This guide has been designed to explain why 24/7 managed live chat is an absolute must-have for any business serious about growing customer value, and consequently sales revenue. 

 

Read the blog on 10 Live Chat Quick Wins

 

5 REASONS WHY EVERY BUSINESS SHOULD INVEST IN MANAGED LIVE CHAT:


1. CONSUMERS ARE ALWAYS ONLINE AND WANT ANSWERS NOW

  • 61% of internet users do research on a product online before making a purchase.
  • 47% of customers view 3-5 pieces of content created by a company before talking to a salesman from that company.
  • Over 50% of people visit business websites outside of standard business hours.
  • With the rise of mobile internet, on-demand TV and social media, people now expect instant gratification. A 24/7 response to a chat request within 15 seconds meets these demands.

2. MORE HIGH QUALITY LEADS

  • Website conversion rates increase by more than 50% with carefully targeted 24/7 managed live chat support.
  • Leads are fully qualified before they get to you. The depth of information gathered enables hot leads to be instantly recognised and acted on.
  • A person who chatted online has already formed a relationship with your company, keeping the lead warm and making your conversation with them much easier.

3. INCREDIBLE RETURN ON INVESTMENT

  • The average return on investment for a Yomdel Live Chat client is 2,000%.
  • Yomdel Live Chat delivers an average lead-to- conversion rate of 50%.
  • Dedicated chat operators also handle customer service enquiries free of charge, allowing your in-house sales team to focus on driving new business.

4. BUILDING RAPPORT HELPS QUALIFY LEADS QUICKLY

  • Carefully structured live chat engagement creates a credible, friendly and professional impression of the business online.
  • Chats resulting in leads last an average of 13 minutes. This demonstrates a high level of involvement and a real willingness to engage your services.
  • Webforms provide you with minimal detail. Live chat in comparison delivers valuable insight and context into both the individual and their circumstances to make your conversation much easier.

5. YOUR CUSTOMERS WILL SIMPLY LOVE IT

"Chat is the highest form of customer satisfaction a company can have on its website"

Diane Clarkson | Analyst | Forrester Research Inc

 

 

 

WHAT CLIENTS AND CUSTOMERS SAY ABOUT LIVE CHAT

At the end of every chat, customers are asked if they would like to leave feedback for agents and client, and we have literally thousands of examples of their comments.

 

" Great help! The agent is friendly and polite and knows how to provide accurate information about the services of the business."

 

They also have the opportunity to leave a Customer Satisfaction Score for that chat, and Yomdel consistently averages in excess of 95%.

" Very prompt, efficient service with a friendly approach. Hope to be able to do further business with yourselves."


Our clients also have detailed feedback on how they have found the service, and the benefits that it has brought to their business. Most bring us hard facts too, in the form of conversion statistics and revenue generation.

"The live leads are without doubt the most ‘on the money’ leads you can talk to, provided you get to them quickly. They have outperformed all other lead sources in ROI including Google Adwords, Facebook advertising & industry lead generation”

Jonathan Bunn | Managing Director | Hydropool


Take a look at our comprehensive case studies, and client feedback.

 

 

WHY USE YOMDEL FULLY MANAGED LIVE CHAT?

Partnering with over 2500 UK businesses, Yomdel Customer Experience Services have delivered an average 32% incremental revenue through improved customer experience.

World-class CX comes from an uncompromising approach to quality - we create business success by improving your brand performance and business reputation.

Yomdel live chat customer support operators are measured on a daily, weekly and monthly basis on key performance indicators including:

  • Quality of engagement
  • Chat to lead conversion rates
  • Customer satisfaction
  • Speed of response

Test them out for yourself, either here on our site, or visit any of clients' websites.

 

Read our blog on why cheap live chat could be a very expensive mistake.

 

DOWNLOAD THE GUIDE

Keep a copy of this page in our handy guide to Live Chat