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Website Chat Tools - Should You Add Chat Or Not?

Website Chat Tools - Should You Add Chat Or Not?

Your website is an important tool for your business. It allows consumers to view products, find information about your business, and contact you.

To assist your communication with customers, there are many different tools to consider. Shopping carts, galleries, and contact pages are important to attract customers and keep them coming back.

New tools are always being developed. Website chat tools are some of the newest tools used to connect with consumers and provide immediate support.

But should you use a website chat tool?

What is a Website Chat?

A website chat allows customers to connect directly with your business within seconds. When a customer wants to use the chat tool, they click on a button that often says "Chat Now." It opens up a new window where the chat takes place.

Consumers can use the chat to get info on products, technical support, or to answer other consumer related questions. It provides a quick way to connect with people who use or want your products.

Next, we’ll look at advantages and disadvantages a business should think through when considering whether to add chat to your business website.

Website Chat Pros

A website chat gives a business owner many advantages:

  • It allows visitors to connect with consumers in real-time. Your customers no longer have to wait for an email response.
  • You can help more people at the same time. An experienced service representative can help several people at once by managing multiple chat conversations.
  • Accents are no longer a problem with a website chat, nor are dropped calls. It’s simply about typing! Also, there are no long distant call costs incurred by the business.
  • Support can easily send links through the chat to further help resources on your website.
  • Chats can be easily reviewed and are documented as to what was “said”. Quality can be monitored, and you can train where weaknesses are found.
  • Chat can be turned off when you are away and appear "not available" as well.

Website Chat Cons

Although a website chat has many advantages, it has disadvantages too:

  • Not all users will understand how to use it. You may frustrate users that aren't "tech savvy" if you offer this but not a phone number.
  • Some users will prefer email or phone support (so make sure you still have them available).
  • Website chat tools don't work well on mobile devices. That’s a growing area but there are some limitations currently.
  • Service providers must respond in a timely fashion. Chat users expect quick responses and may leave the site if no one is monitoring the chat. This requires adequate staffing of capable people. The person monitoring must have some solid product knowledge and also the skill to communicate quickly and professionally in the chat.

Many companies have launched website chat tools to help connect with customers. If a chat could be helpful to your business, there are many programs available.

Popular website chat services such as Salesforce, Freshdesk, Pure Chat, and hundreds of others are reviewed by businesses and consumers to help you find what works best for you.  You can also check out my recent review of Blab Video Streaming And Chat Tool.

Always weigh the pros and cons of new technology to find out if it's right for your business at this time.

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