Web Chat: Is It Worth It for Your Business?

There has been a lot of talk about web chat services over the past couple of years. With talks of how consumers perceive the availability of chats to talks about the true ROI that businesses see from employing chats. Given the expectation for instantaneous replying, many companies, especially smaller businesses, wonder if it’s really worth investing in web chat.

With the speed and ease of the Internet and instant messaging, consumers are now expecting to have a way to instantly talk with companies. Even more specifically, customers want quick and easy answers without having to deal with being put on hold. One popular solution is having profiles on social media channels that your audience frequents. However, many companies have adopted web chat services on their websites as a way for individuals to contact them with the idea that an immediate conversation will take place.

In recent years, the use of web chats has increased to where over 30% of consumers expect some sort of live chat on a company’s website. Though, with that, a lot of pressure is put on the business to be constantly available, respond immediately and to know the answer right away. This is where many businesses implement automatic responses and chatbots to vet the incoming messages. Though, the current chatbot/AI technology is still not perfected, which is where many consumers become irritated and complain about the customer service a company provides.

For whether or not your business should use chat on the website, the main question to ask yourself is: “Will a web chat make it easier to communicate and provide service to my target audience?” If the answer is ‘no,’ then you should continue with what you’re doing while making sure your communication process stays efficient. If the answer is ‘yes,’ then you should consider adding a web chat service to your website.

Web Chat Facts for 2020

  • 47.5% of US Internet users feel the biggest challenge with chatbots is too many unhelpful responses.
  • 51% of customers want businesses to be available 24/7.
  • 9% of companies use live chat on their websites.
  • Only 71% of businesses believe online chat would come on top by 2021.
  • Consumers expect answers within 10 minutes.
  • The consumer satisfaction rate for live chat is 92%.

If you’re interested in implementing web chat on your company’s website, contact Baer Performance Marketing today!


Source: https://99firms.com/blog/live-chat-statistics/