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Why using a live chat system is better than a phone call

  • TommyCarey Level X3
    • 14

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    Why using a live chat system is better than a phone call

    Millennials today prefer to text rather than have a phone call.  They would opt for a messaging system over any form of talking in person or phone calls for that matter.  But they're not the only ones, there are many other generations who would rather opt for a chat system rather than calling in to a business.

    It's still a requirement that you have a physical phone number on your website for visitors to call if you want to set up an Adwords campaign.  I personally have a phone number and a chat system in place on all of my websites and I almost never get phone calls lol.  I would say that 99% of the time I am getting contacted through the chat system on my website because it's much easier and less intimidating to use compared to calling in and talking with someone.

    Many large corporations are opting for chat systems to be their primary way of supporting their users.  I just recently had a problem with my NameCheap hosting and when I went to contact them I noticed they had live chat support, which I opted for because they were "online".  I chatted for a bit and they fixed my problem in less than 8 minutes.  If we were on the phone it could have been done in a longer time due to language barriers or just friendly banter, which you don't usually have through chat systems.  You may not prefer chat systems, but reading the 5 points following this might just convince you that it's a nice little system to have in place Why using a live chat system is better than a phone call



    5 reasons to have a chat system on your website


    1. People who use chat systems tend to purchase more
    There have been studies that show people who chat more were 4.5 times more valuable than all the other people who did not.  This basically means that if you can get them chatting, they will be easier to convert into a sale. 

    I've had a chat system on one of my SEO websites and it works very well.  I have people open up chats and I get notified when they enter a message.  I respond and help them with whatever I can, and they tend to purchase.  Now I know how to talk to people who are weary of purchasing or ones that have 100 questions because I've been doing this for years.  Results may vary Why using a live chat system is better than a phone call


    2. Chatting visitors will usually leave more satisfied
    Not only will users convert at a higher rate when there is a chat system, they will leave the chat more satisified than if they were to contact you via phone call or email. 


    3. Your staff has more free time to do other tasks
    While you're handling the chat for your business, it frees up other people to do what they need to do.  Normally there are multiple people manning the phone lines in order to get to everyone, but with a nice little chat system you can accommodate everyone's request pretty easily.

    The people who would typically be manning the lines can now work on other aspects of the business, like making you more money lol.


    4. You can have a better, more detailed, response to each question.
    Whenever I would get a phone call, I would never know what the person was going to be asking.  With the chat system, you see what the person is asking and you can think of a response.  With a phone call, you're put on the spot and need to respond on the fly which is horrifying sometimes. 

    Another beautiful thing about a chat system is that you can have some canned responses keyed up for common questions.  This will relieve you from typing up the same response a couple dozen times a day and all you have to do is click the canned response that goes with the questions and you're done lol Why using a live chat system is better than a phone call  If you didn't know, a canned response is something that is already typed up and ready to be used for a question that is commonly asked.  I usually have around 20 canned responses and they save a ton of time when chatting with potential clients.  I get into detail, one time, and save the response so that I can use it again and not have to type it all up a second time Why using a live chat system is better than a phone call


    5. You're providing an additional option for people who don't want to call you
    If you're like me, you aren't a fan of talking on the phone.  Now if you were to get me on the phone I can probably sell you anything I have in front of me, but I'm not a fan of doing it.  I'd rather be sitting behind my laptop, working on something, waiting for a notification to pop up from my chat system.  I'll then respond to the person and keep working on what I was doing.  Usually the chats go on for 2 to 10 minutes so they're not complete time sucks.  You do run into those rare occasions where the chat lasts almost 2 hours and then they don't buy Why using a live chat system is better than a phone call

    There are actually a decent amount of live chat options out there like Olark, LiveChat, Zendeks, etc.  My personal favorite is tawk.to because not only is it free, but it has an app for my phone that notifies me whenever someone is trying to get a hold of me.  I can literally text back and that will be my response to someone on my website Why using a live chat system is better than a phone call  I could be out to lunch and not miss a potential client because of this nice little chat system Why using a live chat system is better than a phone call



    In Conclusion:
    You need to give your visitors a chat system because it will give them an additional way to contact you and you never know how much profit you'll gain from giving them a little more freedom Why using a live chat system is better than a phone call



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    Thanks!

    Razzy

    #Chatsystems Marketing & Monetization
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    DarthHazard

    DarthHazard

    It's a lot better for both parties. I mean, I actually used Live Chat for a problem that I had with the PlayStation Store. The other options they had were email or calling them up but I chose Live Chat because it's just so much easier. My problem was resolved extremely quickly and it didn't take a long time for us t communicate with each other as well. Whereas with email, it may take a few days especially with a company that is large. It's just so much easier.
    9 years ago

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    peachpurple

    peachpurple

    I agree with you. I had seen 11 street using the chat system to chat with customers in order to communicate instead of calling them on phone. Some replied some don't. Even the forex exchange site uses chat system, usually 24 hrs , you can chat with them onlne anytime of the day. Yes, it is convenient and fast.
    9 years ago

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    Baburra

    Baburra

    I've never used a chat system as a business owner, but as a consumer, I definitely agree that it is much better than making a phone call. For one, I don't have to prepare and remember all I want to ask or talk about because I'm not having to translate my notes into speech, and also, I feel I am more able to articulate my concerns via text than I would when I'm speaking because there's just too much to think about when I'm making a call, including the waiting time I'd have to put up with. I find that most of the time, by the time I get through to an operator, I'm already too tired to speak my mind as completely and concisely as I would have if my call had been picked up immediately, and with chat, even with just that being eliminated, I'd say it is already a big step up.
    9 years ago

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    Corzhens

    Corzhens

    I didn't know that companies are now exploiting (or utilizing may be the proper term) the chat function. But I guess it is the right direction because the younger generation are more comfortable with the chat than the text. Maybe in the next 5 years, the cellphone will go the way of the landline since peple will be chatting more and very minimal with the texting. One advantage of the chat over a phone call is that the chatter has time to think before replying unlike in a phone call when the reply is on demand and you have no more time to think very well.
    9 years ago

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    augusta

    augusta

    Live chat has always been better than phone call
    1. it way cheaper than making a call
    2.if they're online,queries are quickly resolved
    3.more information would be given and received
    4.Information would be easily exchanged without network problems
    9 years ago

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    galegatling

    galegatling

    Live chat system has been very helpful for me in terms of online shopping. The common online stores that I shop have this features and to my surprise, they are very responsive as well as long as it is within office hours. They are prompt too so that's always a bonus for me. Shopping online has never been so hassle-free and easy when the online store has this feature. Why using a live chat system is better than a phone call
    9 years ago

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    ameliadavies

    ameliadavies

    Hi, you are absolutely right. Live chat is much more comfortable as compare to calling. You can clarify your doubts properly without any worries and you can properly articulate your thoughts. People usually don't like calling on phones to ask about their queries. Chatting has really solved many problems.
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    9 years ago

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    overcast

    overcast

    I think jobs such as support person, VA and other task based jobs and the work can make use of the chat system. And you can get some of the good options like say support ticket system for this to work. You can see that phone call does have it's own share of the benefits. Because you're listening to some voice in this case. And you can pretty much improve yourself here. And that should get you more closer to the customer thinking.

    People can easily lie or skip discussion on chat system. But with phone call that is a bit harder to manage. So I think both of them have their own share of the benefits and issues. I personally prefer chat system to be honest.
    9 years ago

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    JoeMilford

    JoeMilford

    I know that I definitely hate what I call the "phone maze". When you dial a number for customer service, and then you have to pick this number and that number, when you really just want to talk to an associate, and you just keep going from choice to choice with no real avail, unless you get a customer service representative on the phone, and then it is still up in the air if you will get any decent service. I think that, if you can get a customer service rep in a chat, then that is the best way to troubleshoot most issues that you are dealing with online.
    9 years ago

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    wiseagent

    wiseagent

    Considering the fact that a large part of the customers is made up of a generation of people who were born within the technological world, the live chat system is really the best option because they will feel more comfortable to solve possible problems and also to do their purchases with more tranquility.

    By the way, nice tips. Why using a live chat system is better than a phone call
    9 years ago

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    Authord

    Authord

    Well, come to think of it, I think it's crystal clear like the biblical mene mene teke, every one knows that, because most people including me don't like communicating through the phone with a stranger who wants to convert his sale or some sort of that, it makes me feel void inside or privacy impaired.
    The only time phone calls are cool, is when there is an agreement between the two parties on the mode of communication, which is through the phone call.
    9 years ago

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    Joteque

    Joteque

    Yes live chat is much better than trying to maneuver to the phone system mangrove! I usually get immediate responses from agents using the chat system. I can resolve issues in a mere fraction of the time once I get a live chat session. This is truly a significant selling point and marketing strategy that will take any business to a new level once applied effectively.
    9 years ago

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    Corzhens

    Corzhens

    To be frank on the topic, I am not comfortable with chatting although I think that is much better than a phone call simply because there is a track that you can go back to check if there is a misunderstanding. I have experienced that in phone calls when the caller would deny what she said. But when I would go texting, the other party couldn’t deny what he texted because I have proof. Likewise in live chat there is the footprint that will serve as reference for proving important matters.
    7 years ago

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    Barida

    Barida

    It's all about and not about look. Using voice calls makes .it better to see the tone of the receiver and find ways to sort issues lie.
    8 years ago

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