Live chat is becoming an increasingly important tool in today’s fast-paced business environment where companies need to be innovative and adapt to their customers’ needs to stay ahead of the curve, especially in high-growth, high-competition industries.
It’s proved to be a valuable tool to provide customers with immediate answers to their questions and concerns, while also keeping them engaged with the brand. The ultimate goal is to convert traffic into satisfied customers.
52% of customers prefer a company that offers live chat assistance.
The benefit of live chat in business
> Improved Customer Experience – As chat becomes one of the most popular modes of communication, it is increasingly necessary to provide website visitors with the online experience they desire.
> Increased Lead Conversion Rates – Live chat provides businesses with an opportunity to interact with potential customers and can be optimized to qualify and convert visiting traffic into leads for sales to follow up with.
> Increased Sales – By providing real-time communication and an enjoyable customer experience, live chat technology can influence positive buying behavior, leading to increased sales and driving business growth.
With live chat usage predicted to grow to $987M by 202, it’s time for industries to harness the power of this tool, elevate their customer experience, increase lead generation and drive more sales.
So, whether you’re a small business owner or a marketing professional, read on to discover how live chat can help you grow your business.
Top industries using live chat today
1. Home builders
According to a report by IBISWorld, the home building industry is highly competitive due to low barriers to entry, the presence of many small and medium-sized enterprises, and the importance of economies of scale. This competition has resulted in consolidation within the industry and a focus on operational efficiencies to maintain profitability.
Taking that into consideration, it’s essential for companies to stand out from the crowd, forge strong first impressions and build stronger relationships with their clients. However, this is easier said than done. Potential buyers have a lot of options to choose from, and they’re often faced with an overwhelming amount of information and choices.
They may be unsure of what they want, have questions about the building process, or be concerned about the costs and logistics involved. This can make it difficult for home builders to connect with potential clients and make a positive impression. And that is where live chat comes in.
2. Real Estate
The home buying process can be complex, but with 41% of recent buyers starting their search online, including live chat is essential for real estate businesses to engage prospective buyers in today’s digital age.
By using live chat, agencies can engage potential buyers and sellers in real-time, answering any questions and demystifying what can be a complex process, and scheduling property evaluations and visits.
Buying or selling a house is neither quick nor simple, and therefore, trusting your agent is vital. Live chat is a great starting point for building a relationship to handle this very personal decision. For this reason, many real estate agencies prefer to use human-led chat instead of a chatbot.
3. Car dealership and leasing
Between the forecast period of 2020 and 2027, the car dealership and leasing market researchers anticipate an expected 12.8% growth rate.
This statistic indicates that the vehicle leasing industry is indeed growing, with an increasing number of people choosing to buy cars in order to lease them.
Imagine you’re looking to buy a car to lease for the first time. You visit a car website, but as you browse through the information, you find yourself struggling to understand the process and the different options available. You have a lot of questions, but you don’t want to spend hours on the phone or wait for days to get an email response.
That’s where a live chat feature can make all the difference. By clicking on the chat icon, you’re connected with a real person who can guide you through the leasing process, answer your questions, and provide personalised recommendations.
4. Educatio
While there are many prestigious universities around the globe with waitlists, that’s not the case for all, and the growth of online education and micro learning continues to make this a highly competitive market.
A website still plays a major role in a prospective student’s decision-making process. With live chat, educators can efficiently answer inquiries from students worldwide who might otherwise struggle to navigate the vast amount of information on their website. 24/7 chat support also allows universities to streamline applications and reduce the volume of calls and emails they receive.
5. Cosmetic surgery
The cosmetic surgery industry has grown significantly over the past two decades, with more and more people seeking to enhance their appearance and boost their confidence.
According to the American Society of Plastic Surgeons, there were nearly 1.8 million cosmetic surgical procedures performed in the United States in 2020 alone. However, despite its popularity, cosmetic surgery is still an industry that can be shrouded in questions and concerns. It is an incredibly personal choice, and patients often spend months or even years considering their options and weighing the risks and benefits.
By adding a chat feature to their website, cosmetic surgery providers can connect with potential patients and help to ease their concerns in a more personal and responsive way. Patients can ask questions about procedures, recovery times, and costs, and get immediate answers from a real person. This level of support can be incredibly valuable for patients who may be nervous or unsure about the process. Plus, live chat can also direct patients towards a consultation with a doctor, helping them to take the next step in their journey towards a more confident and happy life.
6. E-commerce
Although online shopping has its benefits, it’s not always as seamless or simple as we would like. With complicated checkouts and tedious registration processes, it’s no wonder that 7 out of 10 shoppers abandon their carts before making a purchase.
By offering personalised messages, improving efficiency, keeping customers on-site longer, and delivering on customer expectations with a millennial appeal, e-commerce businesses can add some flair to the online shopping experience.
Live chat can also help businesses build trust with customers as it offers a convenient and immediate way to address any issues or questions they may have. By providing excellent customer service through live chat, e-commerce businesses can foster brand loyalty and retain customers over the long term. Additionally, live chat can provide valuable insights into customer behaviour and preferences, allowing companies to make data-driven decisions that can further improve their products and customer experience.
To conclude: Chat provides businesses with a variety of benefits, and is an incredibly powerful tool that most businesses can now no longer ignore, and they shouldn’t. Especially businesses within highly competitive and high-growth industries where converting online visitors into satisfied customers is key to business success.
Interested in seeing how lost traffic can be transformed into real revenue-generating opportunities? Get in touch with us to book a demo today.
