Create real connections, deliver happiness with Web Chat Support.

February 12, 2019

As a business owner, delivering happiness to your customers is your priority.

When you go above-and-beyond to create everyday moments of happiness, your customers will return the favour by coming back time and again .

To create meaningful connections, you need to be available to connect with your customers 24/7.

Instant messaging tools like Web Chat are now the most popular way for people to connect with businesses. Only having one communication channel, like telephone or email, isn’t enough anymore. You need to cover all bases which includes serving your online visitors.

Here are 10 reasons why your business needs Web Chat Support:

1. Web Chat is convenient to use on any device

With 87% of British people shopping online, creating an excellent user experience for your online visitors is more important than ever.

Whether someone is browsing on their home computer or on their smartphone, they can use Web Chat to connect with your business on any device.

Although your potential customers may be busy, they won’t rush into a purchase decision without doing their research and asking questions.

The convenience of Web Chat makes purchasing even easier for new and existing customers. If your website is easy to navigate and interact with, customers will be more likely to convert.

2. Your customers get the immediate response they need

53% of customers are likely to abandon their online purchases if they can’t find answers to their questions quickly.

If you have Web Chat but you only operate it from 9-5, a potential customer isn’t going to wait until the next day for a response. They’re going to shop elsewhere.

Your customers are just as busy in their everyday lives as you are at the office. If you don’t reply to their chats, you will miss out on valuable opportunities to connect with your customers. With this in mind, you simply can’t afford to go without 24-hour Web Chat Support on your website.

3. People want to talk to people – not bots

Automated chatbots are easy to set up and can provide an instant welcome message. But, if you use a chatbot 24/7 without any human supervision, you could run into problems.

Chatbots may not be capable of answering obscure questions and they can only simulate the meaningful human interaction your customers deserve.

However, 69% of people interviewed in 2017 said they’d consider talking to a chatbot before a human because getting an instant answer to their question is the most important thing to them. Many potential customers are waiting far too long for a reply on Web Chat when the tool is operated, and neglected, by people.

According to a 2018 study by SuperOffice, 21% of Web Chat messages were ignored. This suggests that chatbots are being favoured because people are failing to respond to chats. Web Chat is not being seen as a priority or appreciated as a tool that can be used to deliver happiness to customers.

If you take full advantage of Web Chat and assign friendly people to handle incoming messages, your team will do a far better job manning chats than a bot ever could.

4. Not all your customers want to pick up the phone

42% of people in the UK hate answering their phone and only 11% actively enjoy speaking on the phone, according to Counselling Directory. Many of today’s generation of texters and tweeters simply don’t like talking to a stranger over the phone. This is where Web Chat comes in.

When potential customers want to ask a quick question, but are hesitant to pick up the phone, you can provide a sophisticated, easy-to-use tool they can use to connect with you.

This allows them to engage with your business on a human level and get the answers they need through a channel they feel comfortable with.

5. Your responses will reassure your customers

When browsing online, people tend to have multiple tabs open at once to weigh up their options. Your Web Chat response could be the difference between a customer purchasing from you or going to one of your competitors.

The great thing about having an accessible instant messaging tool is that you can resolve a potential customer’s doubts before they leave products in their cart and never come back to buy.

If you promptly provide the information your online visitor wants, they will have more confidence in purchasing from you and coming back to your company time and again.

6. Conversion rates are higher on websites with Web Chat

Many people use Web Chat to ask questions and compare products when they’re making the decision to buy from you or not.

For customers who use Web Chat before making a purchase, there is a 10% increase in average order value, a 48% increase in revenue per chat hour, and a 40% conversion rate.

Web Chat doesn’t simply give customers reassurance, peace of mind, and a positive experience with your company. Research shows that Web Chat helps establish trust and credibility which encourages people to click your CTA, convert to a customer, and buy more from you.

7. Your customers are more likely to return to your website

If a customer has already had a positive experience with your company, they are more likely to return to your website and become a loyal customer.

63% of customers are more likely to return to a website with Web Chat, according to eMarketer. The ease of Web Chat allows customers to find the information they need to decide which product or service to buy and where to buy it from. If they already know you will respond quickly and with direct, detailed answers, they are more likely to return to your website.

8. Your customers can give you valuable feedback

Having customers return to your website and feel comfortable connecting through Web Chat benefits your website maintenance, too.

If your website has a bug, a broken link, or an unresponsive page that your team hasn’t noticed yet, your customers can let you know immediately.

With this prompt feedback option, you can ensure you are providing the best possible user experience through a constant feedback loop.

9. Gain insight into engagement on your website

In addition to the benefits for customers, Web Chat also allows you to gain a unique insight into your website traffic and engagement.

You can track traffic on landing pages, exit pages, and resource articles as well as conversion rates and purchases. Over time, you can study your analytics reports and track your website’s overall progress since you integrated Web Chat Support.

For example, if you have a page that a high number of online visitors are exiting from, this data is visible and accessible. Maybe the CTA on this page is broken or perhaps the content is in need of a refresh. Whatever the reason, you can find out which pages aren’t performing well, investigate why, and improve them.

10. Your customers will feel valued and appreciated

Web Chat is a great way to make your customers feel like they are being listened to and that you are taking their questions seriously.

If a customer has a complaint about late delivery or an item arriving not as expected, email isn’t always the best tool to defuse the situation.

Emails are, by nature, sluggish with a slow back and forth series of replies. Web Chat has the advantage of being instantaneous, so you can let your customer know that you are listening and ready to solve their problem as quickly as possible.

With Web Chat Support, you can continue to deliver happiness to your customers across channels.


  • Web Chat is quick, easy, and convenient for your busy customers
  • Your customers can connect and get an instant response from you
  • People can provide a far better customer service than chatbots
  • Some of your customers may be phone shy and prefer chatting online
  • Helpful responses will reassure your customers and give them peace of mind
  • Conversion rates are higher on websites with Web Chat
  • Customers are more likely to buy from you again if you have Web Chat
  • People can use the tool to give you instant feedback on your website
  • You can access valuable data on website analytics and engagement
  • Your customers will feel valued, appreciated, and listened to.


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