Live Chat – Should You Use it on Your Website?Author: Jamie | Filed under: General
On the face of it a live chat function on your website may seem like a good idea, but is it?
The standard method of live chat is a pop-up box that allows a website visitor to speak via text in real time with a representative of your business.
In this article I’ll look at the pros and cons of using live chat to speak to your customers when they’re on your website.
Live chat pros
- The opportunity to answer any questions customers may have in real time while they’re on your website
- Up-sell or cross-sell your products or services
- The chance to portray a helpful and professional image as well as an online personality
Live chat cons
- Your live chat may have to be offline during working hours if you’re busy
- Some potential customers won’t welcome the interruption or have time to chat
- Staffing the live chat will use time that could be spent on other things – will the live chat deliver a good return on investment?
Live chat can work better for some industries rather than others. In my own experience I’ve never found it that useful. For example I recently chatted live to someone from my bank who was only able to tell me to send an email to have my enquiry dealt with.
What do you think about live chat? Have you used it yourself? If so, did you find it a positive or negative addition to your website? Please share your comments below.