There are many factors that change over time in corporate website design and one of these changes is the increase in live chat facilities we have seen over the past year or two. This is where a visitor lands on a website and within a second or so, a live chat box opens in the right or left bottom corner of the screen, asking if you want to chat with a company representative or a support person.
In Brisbane, our website developers are finding that this type of feature isn’t always necessary and can in fact, do more harm than good to a company’s reputation and even, to their profits. In particular, customers enquiring about ecommerce website design in Brisbane often have live chat as one of their main priorities, but when they realise what’s involved in providing this service to their customers, they realise that it might not be as useful as they first thought.
The problem is that many managers don’t think through the implications of including live chat in their corporate or ecommerce website design, because it isn’t always suitable for all industries. As an example, for helpdesk support and sales enquiries on expensive items (where big decisions need to be made), it’s usually a good fit.
On the other hand, for small websites with not as much traffic as the larger websites or where buying decisions are fairly easy, it isn’t always the best strategy to use. If you are considering including live chat in your ecommerce or corporate website design, the following pros and cons should help you make an informed decision.
Pros of live chat
With live chat you can answer customer’s queries immediately, and when customers are happy with their interactions they may tell their friends, creating a positive impression of your business. Live chat can also increase purchases, sales and add-ons, and can be a very cost-effective strategy. Moreover, when one employee can deal with more than one customer at one time, including live chat in your corporate or ecommerce website design is a win-win situation.
Cons of live chat
On the negative side of the equation, we have found that unless you have someone manning live chat all the time during business hours, customers are left waiting and quickly become frustrated.
As an example, if you have a small number of employees or you run your business from home, then including live chat in your new ecommerce website design, might not be the best strategy for growth. These people don’t have the capacity to man a live chat line all day long, so it’s best if they simply fall back to using email support.
As you can appreciate, its best to discuss your options with your website developers in Brisbane, before going ahead with live chat, as the wrong decision can have significant repercussions for your business.