Is It Time for Live Chat? When Should Your Small Business Take the Leap?

The chances are you've seen the live chat feature popping up on websites all over the internet over the last year or two.

Look at the bottom right of your screen right now, and you'll see the option here, too.

As a business, especially since the boom of AI, these live chats have become an indispensable part of attracting and connecting with customers, thus opening the door to more opportunities, more sales, and more growth.

After all, if a customer comes to your website at 9pm, looks at what you've got to offer, sees you're closed, and bounces away, you may have just missed out on an ideal customer. Alternatively, if they can send you a message and a reply or send an email which you reply to later (which is a pretty common approach), you may have just started a new, long-lasting relationship.

Sounds good, but as a small business, I know you have one question on your mind. 

How much is it going to cost to set up and run such tech? 

Stick with me, and I'll walk you through exactly what you need to know.

What is Live Chat, and Why is It Important?

Live chat is a tool that lets you have real-time conversations with your website visitors. It's like instant messaging for customer service, allowing you to answer questions, resolve issues, and guide people toward a purchase while browsing your site.

This can happen through you actually replying to the messages that come through, using an AI tool that responds for you and then passing the customer to you if needed, or by mimicking a live chat tool (which could be live when you're online), and sends the customer's message to you as an email that can you reply to later.

So, imagine you're a customer, and you simply want to know what time your store is open. A default, automated response could be enough. But if they wanted custom pricing for a new project, then they'll want to speak to you for a quote.

Is all this worth it?

Absolutely, here are some stats:

• 41% of customers prefer to use a live chat feature over speaking over the phone, emailing, or using social media messaging functions
• 60% of customers say they are "more likely" to return to a website that offers live chat.
• 63% of customers say they are "more likely" to purchase from a website that offers live chat
• 85% of businesses say they are looking to implement live chat into their business
• 62% of companies say they see improved customer support statistics after implementing live chat features
• Customers who use live chat are 513% more likely to become customers.

That last one is a little staggering.

Long story short, this isn't a passing fad. As an Edmonton business, live chat can significantly boost customer satisfaction by providing immediate support and making people feel heard. It also means more leads and sales. 

By engaging with potential customers in real time, you can answer their questions, address their concerns, and gently nudge them toward a purchase. 

What more could you ask for?

Debunking the Myths About Live Chat

Alright, let's clear the air and bust some myths about live chat. I know you might be thinking...

Myth #1: "Live chat is only for big companies with massive customer service teams."

One of the biggest misconceptions about live chat is that it's exclusively for those giant corporations with endless resources. But the truth is, live chat can be a huge asset for businesses of all sizes – especially those right here in our awesome city of Edmonton.

Think about it. 

Whether you're running a hip clothing store on Whyte Ave, a family-owned restaurant in Westmount, or a booming online business run from your basement (you go, entrepreneur!), every customer interaction is valuable. 

Live chat gives you the power to make each one count. You can provide personalized support, answer questions instantly, and build those all-important relationships with your customers, no matter how big or small your business may be.

Myth #2: "Live chat is too expensive."

Okay, I'll admit, there are some super fancy, bells-and-whistles live chat solutions out there that can cost an arm and a leg. 

But hold on - there are also tons of affordable options available, many with free trials or basic plans that are perfect for small businesses just dipping their toes in the water. 

And when you consider the potential return on investment – more leads, better conversions, and happier customers – the cost of live chat suddenly seems like a pretty sweet deal.

Myth #3: "Live chat is too complicated to implement and manage."

Most live chat platforms are designed with user-friendliness in mind. We're talking about intuitive interfaces and easy setup processes. And if you do, hit a snag? No worries! There are tons of resources and support options available to help you.

And if you're working with a web design and management company, they'll handle everything for you, so you won't even need to worry about this.

Feeling more confident? Let's move on and figure out if you're ready to take the leap!

Signs You're Ready for Live Chat

So, how do you know if it's the right time to add live chat to your website? While I firmly believe any time is a good time (seriously, even just a few extra happy customers is a win!), there are some telltale signs that it might be especially beneficial for your Edmonton business right now.

• Feeling overwhelmed by emails and phone calls? If you're spending a huge chunk of your day answering customer inquiries through traditional channels, live chat can be a lifesaver. It allows you to handle multiple conversations simultaneously and provide instant support, freeing up your time to focus on other important tasks.
• Noticing a high bounce rate on your website? A high bounce rate means people are landing on your site and then quickly leaving. Ouch! Live chat can help you engage those visitors, answer their questions, and guide them toward what they're looking for, ultimately keeping them on your site longer.
• Looking to build stronger relationships with your customers? In a city like Edmonton, where community and connection are so important, building rapport with your customers is key. Live chat provides a platform for personalized interactions, allowing you to create a friendly and welcoming online experience.
• Want to stand out from the competition? Let's face it, Edmonton is a vibrant city with a thriving business community. Live chat can give you a competitive edge by providing a level of service that many local businesses are still lacking.
• Ready to boost those sales? Of course, you are! Live chat can be a powerful sales tool, allowing you to answer product questions, address concerns, and guide potential customers toward a purchase.

If any of these resonate with you, it might be time to seriously consider taking the live chat plunge. But before jumping in, make sure you choose the right option for your business.

How to Choose the Right Live Chat Solution for Your Edmonton Business

Alright, so you're ready to embrace the power of live chat. Awesome! But with so many different platforms out there, how do you choose the right one for your Edmonton business? Don't worry; I've got you covered. Here are a few key features to keep in mind:

• Customization options: You want your live chat to seamlessly integrate with your brand, right? Look for a platform that allows you to customize the chat widget with your logo, colours, and greetings. This will create a consistent brand experience for your visitors.
• Integration with existing tools: Do you use a CRM or other business tools? Make sure the live chat solution you choose integrates with your existing systems. This will streamline your workflow and keep all your customer data in one place.
• Mobile optimization: Let's be real, everyone's on their phones these days. Choose a live chat platform that's mobile-friendly, ensuring a smooth experience for your customers no matter what device they're using.
• Proactive chat triggers: Want to engage visitors before they even have a chance to ask a question? Look for a platform that offers proactive chat triggers. These allow you to initiate conversations based on specific criteria, such as time spent on a page or browsing history.
• Analytics and reporting: Data is king! Choose a live chat solution that provides robust analytics and reporting features. This will allow you to track key metrics like customer satisfaction, chat volume, and response times, helping you optimize your strategy over time.

Now, you might be wondering, "But Ignite, what about specific providers?" Great question! There are a ton of great options out there, but a few popular ones to consider include:

• Intercom: Known for its robust features and integrations, Intercom is a popular choice for businesses of all sizes.
• LiveChat: As the name suggests, LiveChat is a dedicated live chat platform with a strong focus on customer support.
• Olark: Olark is another popular option known for its ease of use and affordability.
• Tidio: Tidio is a great choice for businesses looking for a platform with chatbot capabilities and AI-powered features.

Ultimately, the best live chat solution for your Edmonton business will depend on your specific needs and budget. Take some time to explore different options, try out free trials, and see which one feels like the right fit.

Tips for Implementing Live Chat Effectively

You've chosen your live chat platform, and you're ready to go live (pun intended!). But before you unleash this awesome new tool on your unsuspecting website visitors, let's go over a few quick tips to ensure you're using it effectively.

• Train your team: Your live chat agents are the face of your business online. Make sure they're well-trained, knowledgeable, and equipped to provide top-notch customer service. A friendly greeting, a helpful attitude, and a genuine desire to assist can go a long way in creating a positive impression.
• Set response time expectations: Nobody likes to be left hanging in a chat window. Set clear response time expectations for your team and do your best to stick to them. Even a quick "I'm looking into that for you; please give me a moment" can make a big difference.
• Personalize your interactions: Remember, you're not just dealing with faceless website visitors – you're interacting with real people! Take the time to personalize your conversations, use their names, and build rapport. A little bit of human connection can go a long way.
• Use canned responses: Got some frequently asked questions? Save your team time (and your sanity!) by creating canned responses for common inquiries. This will allow them to provide quick and consistent answers while freeing up time to handle more complex issues.
• Monitor your chat transcripts: Want to get even better at live chat? Regularly review your chat transcripts to identify areas for improvement. Are there any recurring questions or issues? Are there any opportunities to improve your response times or the quality of your support?

By following these simple tips, you can ensure that your live chat is a valuable asset to your business, helping you build relationships, generate leads, and provide exceptional customer service.

Ignite Web Design Welcomes Live Chat

There’s obviously a lot to take in here, but there are some constants I just want to point out.

Firstly, live chat, especially AI live chat, is here to stay. Secondly, it can do wonders for your business when set up the right way.

So, to make your life easy, IgniteWebDesign.ca, that’s us, have put together a package to give you all the benefits for none of the stress. Through our Business App Pro package, we provide you with full live chat functionality on your website that gives you access to all the state-of-the-art features, both now and forever more.

We’re talking AI replies that work for you 24 hours a day, 7 days a week, all trained on your website content and blogs (and some input from us) that keep everything accurate and up to date.

We’re talking SMS messages, direct to a dashboard that you control, allowing you to keep on top of the messages coming and going, who your customers are and what they want, and all without having to sit and text everyone back.

Put it this way: Click the chat icon at the bottom right of this page and try it for yourself. Ask some questions, have a chat, and see what the AI is all about. Just note we can adjust the tone, style, and voice to match your brand, so your live chat bot is actually YOUR live chat bot, not some generic, off-the-shelf option.

And if you have any questions or ideas, let us know and we can help you turn the vision into a reality.

Over to You

So, there you have it - everything you need to know when it comes to implementing live chat in your small business. 

With its undeniable benefits, the choice is yours as to whether you try and implement this technology yourself or you use a professional team, like us here at Ignite Web Design, to handle everything for you so you can focus on running the more important parts of your business.

Working with us, we'll install, manage, and run your live chat features and handle all other aspects of running your website so you can stay current and are sure you're offering the best possible quality of service to your customers.

Contact us today to get started and see the difference for yourself.