If you’re thinking about getting a live chat solution for your site but still pondering the pros and cons, you’re on the right page.
We know that live chat looks like a fantastic idea, especially in today’s fast-paced world, but some businesses just don’t have the right infrastructure or type of audience to use the features it offers. So, it’s only natural to want to do your research before making an investment (especially as a startup).
To help business owners on the fence, we created a comprehensive list of pros and cons. Make sure to consider each point to learn if this type of service is a good move for your business!
You’re easy to reach (Pro)
Live chat makes you easy to reach for new customers. If your main audience uses mobile devices to find your site or business online, this type of service is for you.
Now, if we consider that 4 out of 5 customers use their smartphone to shop online, regardless of product or service, it is difficult to find a large audience who doesn’t fit in this category.
A live chat service gives users the possibility to get in direct contact with your business without filling boring contact forms and waiting for a reply. They just start a chat session and they’ll receive an answer in the shortest time period possible.
Not to mention that, if a possible customer has a question about your business, they’re more likely to consider buying from you if the customer service is friendly, reliable (provides high-end information), and quick to answer.
Ultimately, online chat for your website provides a more accessible method for existing or potential customers to get the information they need quickly and accurately.
It looks a bit impersonal (Con)
Some customers like to feel special and pay big money for an exquisite experience that is tailored to their every need. As such, a live chat service that is easily available to anyone who visits your site may look a bit too impersonal for their taste.
Also, senior citizens who are not used to new technology may not be too keen on using a live chat system and still lean more towards assistance over the phone.
Low cost (Pro)
If you compare it to customer service over the phone or in person, live chat assistance has the lowest costs. Depending on the solution you select, you’ll only pay a monthly subscription that can increase according to the number of users.
It may not work on all platforms (Con)
Some older mobile devices may not display the live chat plugin correctly and there may be some issues with some browsers or browser versions. However, most modern devices and browsers have the necessary support for this type of plugins.
Still, just to make sure everything moves smoothly, it’s best to do a bit of research on the solution(s) you like most.
Your business is up to date with modern technologies (Pro)
While it may not look like such a big deal, customers appreciate a company that’s in touch with modern technological trends. A live chat function on your site is one way to show you are using the latest technologies and are not afraid to upgrade your services according to the market’s request.
Wrap up
In the end, we think it’s safe to conclude that a live chat solution is a step in the right direction for most new businesses on the market. Unless you address an exclusivist audience or you work with elderly people, your customers (current and future) will be pleased to see you are keeping up with the trends.