What is Live Chat?
And how does it work?
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.
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.
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:
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.
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
Diane Clarkson | Analyst | Forrester Research Inc
"Chat is the highest form of customer satisfaction a company can have on its website"
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.
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:
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.
Keep a copy of this page in our handy guide to Live Chat