Adding a chat feature to a store website is a simple way to stay in contact with customers, quickly answer questions and even close sales. When COVID-19 sent retail sales staffs off the sales floor and to their homes, many store owners had to think of creative ways to keep their employees busy and their stores profitable while at home. With web chats, employees could answer customer questions and help them shop from the comfort and safety of their homes. In normal business times, web chats serve a similar function, helping customers get quick answers to questions without making a phone call or a trip to a store. Web chat service providers are plentiful, but we’ve found three that suit small home furnishings retail businesses.
Zendesk
With a host of customer service platforms that integrate into your website and social media channels, Zendesk offers a robust web chat solution that is designed to improve customer relationships. Customers can chat with a live agent, and built-in automation allows customers to chat with a bot when an agent isn’t available. Customer interactions are saved into a ticketing system that tracks the customer across platforms such as Facebook, Twitter and WhatsApp, as well as email and SMS. Chats can take place in real time, or customers can continue the conversation when it’s convenient for them. Customer conversations and information live in a centralized workspace. Zendesk has package options that range in price from $19 to $99 per agent per month.
Tawk.to
Tawk.to is a free web chat that can be integrated into a website by simply copying and pasting a line of Javascript into the HTML. After signing into the dashboard, users can invite members of their team to start chatting, create customized shortcuts and view chat history over time. A mobile app allows users to respond to messages on the go, and canned responses help team members respond quickly and consistently. In addition to live web chatting, tawk.to also provides website analytics, offering real-time monitoring of website activity and providing an overview of the customer journey throughout your site. The service is completely free to use, though to remove tawk.to branding from the chats will cost $19 per month.
Kayako
The Kayako web chat service can integrate into your website and mobile app, providing a convenient way for customers to get a quick answer. Customers can start conversations at any time, get a summary of the conversation sent to their email, and pick up where they left off if they return to the site later. Kayako’s SingleView feature gives agents a complete visual timeline that includes every interaction a customer has had with your business. The service also allows agents to communicate with each other, as well as with outside vendors and suppliers in interactions that are hidden from the customer but visible in the overall chat history. Pricing ranges from $15 to $60 per agent per month.
What are the benefits of live chat support?
- 79% of businesses say offering live chat has had a positive effect on sales, revenue and customer loyalty.
- 52% of consumers are more likely to remain loyal to a company that offers live chat support.
- 51 % of consumers buy again from a company if they offer live chat support.
Source: Kayako
