Live Chat: The Most Effective Communication Tool for a Business Website

If you are a car dealership that sells cars, then it’s very important that you have a great website for your business. Having an online presence is vital in this digital age, and if you are still without a modern website, or one that was created 10 years ago, then it’s time to bring your business and online marketing into 2020.

A website for your business is a shop window that potential clients can look into 24/7, regardless of where they are in the world. Your website should be increasing your potential earnings and driving customers to your business. If not, then you are not really exploiting the potential and power of being online, and could be losing lots of customers to your competitors.

Modern Websites for your business

If you want your business to flourish online, then you are going to need a modern and highly functional website that is good on the eye, easy to use and navigate around, and is fast loading. Technologies such as Flash, which were once very popular many years ago, are now redundant and very out of date, with some popular browsers actually blocking content that has been made with it.

Your website should also be responsive, which means that it works on all types of device, from desktop computers to tablets and mobiles. With more and more people accessing the internet by their mobile phones, it’s vital that your website works on such devices. If your website hasn’t been updated in 5 years or so, there’s a good chance that it might  not be mobile friendly. If that’s the case, you need to get it fixed as soon as possible.

Communicating with site visitors

For a business such as selling cars, it’s important that you provide visitors to your website with the ability to connect with you right away. All business websites will have a contact form where a prospective customer can send you a message or question. However, this isn’t always the most effective solution, especially in industries where people want to have an immediate response.

If you are searching through a website of cars for sale, and have a few questions about a particular vehicle that you are interested in, are you going to be happy to wait several hours or even a day or two, for someone to get back to you with some answers ? In most cases, you won’t and will simply move forward and start searching for another website.

If that’s the case, then your business has just lost a potential client or a hot lead. However, if your website had a visitor chat option, then that would have been a different story.

Live interaction with potential buyers

Having a live or visitor chat option on your website, especially for something such as a business that sells cars, is vital. It provides visitors to your site the ability to ask questions and get answers back right away.

Some businesses will tell people on their site to contact them via Facebook messenger or through WhatsApp. Though these are perfectly legitimate suggestions and are ones that are used by lots of people, you don’t always get that immediate response that people are waiting for. When a potential customer contacts you in “buying mode”, you need to be super responsive and communicate with them in real time.

There are a number of benefits for businesses when it comes to using live chat, and in this article we will take a look at some of the best ones.

Increased sales

The number one reason why you should be using live chat on your website is that it will lead to an increase in sales. That has been proven time and time again by a number of studies that have shown that it can drive up to five times more conversions, with up to a 5000% ROI (return on investment).

Studies also showed that potential customers who use live chat are up to three times more likely to make a purchase, or at follow through on one, than those who don’t. For a car showroom, this is a very important factor, as you will want the customer to follow up on their interest, as they obviously can’t just add the vehicle to their shopping cart like they can at a regular e-shop.

Help with problems or dilemmas

With live chat, your business can help discover the customer’s pain points, which are problems that a customer has but which have not been fully addressed. When speaking in real time to someone, it’s much easier to discover these and actually assist with them in the moment, rather than communication through email.

Even when speaking to a potential client by the telephone, only one person at the business is listening to and responding to the conversation, while with a live chat system, it can be seen and dealt with by various members of the team. By discovering these pain points, they can be resolved right away and any doubts or concerns that a potential client may have can be immediately addressed.

More economical for the business

All businesses monitor their expenses, and having a live chat system for your website is one way that can be much more beneficial for the business, as well as clients. It’s a lot cheaper than telephone support, and customers can also save on having to make phone calls to ask a couple of quick questions.

With a live chat system, members of the team once fully trained, will be able to handle multiple online chats at once, which is something they wouldn’t be able to do with a telephone. Businesses can therefore look to reduce the amount of staff that they have dealing with telephone enquiries or support, and move over to an online solution instead.

Some final thoughts

For many types of business, where customers will want immediate answers to any questions they have, a live chat system on the company website is going to be vital.

With the potential for reducing operating costs as well as increasing income and revenue for the business, it really is a no-brainer.