Why Will Live Chat Make Your Small Business Grow?

Editor's Note: Take a look at our featured best practice, Growth Strategy (41-slide PowerPoint presentation). The reality is: all businesses face the challenge of achieving sustainable Growth. They need viable Growth Strategies. So, what is Growth Strategy? It is the organization's high-level Corporate Strategy Plan that outlines everything the organization needs to do to achieve its goals for [read more]

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Why?

Everyone is looking for ways to impulse the growth of their business, and you are not the exception. There are several ways to accomplish so, and bringing an excellent customer service is one of them, one of the most important.

Today we are going to talk about a channel in concrete: live chat. You will learn how it will make your small business grow, because it is not only a way for your customers to receive support, but a powerful lead generation and conversion-boosting tool.

Makes Your Customers Loyal and Satisfied

Did you know that 73% of customers feel satisfied when they use live chat? It is because it adds the so-necessary human touch that no other support tool can offer. If you couple this with personalization and high-quality customer service, then your customers will be totally satisfied.

Furthermore, it will help you to strengthen the bonds with your brand. In a time where competition is fiery, you need to stay ahead of the game, and live chat will help you to accomplish so.

However, in order to accomplish this, you need to use a live chat software that makes personalization possible. For example, Kayako is an option, because it allows you to check the “Customer Journey” and build rapport by importing data from other apps that contain all the things and actions customers have performed. This brings you the power of context, which will give solid results.

Generate More Leads

Are you having a hard time generating more leads for your business? It is a problem that many small businesses face, because they don’t use the right methods.

Now, did you know that 42% of customers choose live chat as their preferred method to bring contact information? If you are struggling with lead generation, then you should install and start using live chat, because it can help you greatly. Again, it is due to the human touch it adds to the interaction, and if you can bring context, then you will get even better results.

Close More Deals

People always have doubts and questions, and in many cases, they want a fast answer. So, what could be better than live chat for this purpose? It will help you to close more sales, because you will be able to solve those last-minute questions easily and effectively.

If you want to improve your conversion rate and don’t know what else to try, then it is time to think out of the box and give live chat a try. It will be worth it, rest assured.

Save Time and Money

It is a great money and time saving solution:

1. As it is easy to set up, you do not have to invest much to enjoy its benefits
2. You can handle multiple requests at a time (unlike call centers)
3. By solving multiple problems, you will free up other channels and save their time and resources
4. Thanks to automation and canned responses, you can save more time, and as you know it, time is money.

A Clear Public Face

If you want to build strong bonds with your clients, then they need to feel that you are out there, you need to have a public face, and live chat brings you exactly that. Furthermore, thanks to it, you can handle problem resolution in a more efficient way, saving you plenty of time and resources that can be destined to more important problems that deserve more attention.

Final Words

As you can see, live chat is a powerful tool for your small business. It will help you to make your customer service experience rock, and in return, generate more leads and sales!

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"Strategy without Tactics is the slowest route to victory. Tactics without Strategy is the noise before defeat." - Sun Tzu

For effective Strategy Development and Strategic Planning, we must master both Strategy and Tactics. Our frameworks cover all phases of Strategy, from Strategy Design and Formulation to Strategy Deployment and Execution; as well as all levels of Strategy, from Corporate Strategy to Business Strategy to "Tactical" Strategy. Many of these methodologies are authored by global strategy consulting firms and have been successfully implemented at their Fortune 100 client organizations.

These frameworks include Porter's Five Forces, BCG Growth-Share Matrix, Greiner's Growth Model, Capabilities-driven Strategy (CDS), Business Model Innovation (BMI), Value Chain Analysis (VCA), Endgame Niche Strategies, Value Patterns, Integrated Strategy Model for Value Creation, Scenario Planning, to name a few.

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