Quick responses to customers (both new and existing) can build a positive brand reputation. Doing so gives them the satisfaction that their issue has been resolved, making them likely to convert.
Live chat is one of the quickest ways to provide customers and visitors with solutions.
But did you know that live chat can do more than just resolve people’s queries quickly? It can improve certain factors responsible for your Google rankings.
In this article, you’ll learn:
There are more than 200 Google ranking factors, and only some have received confirmation from Google while most of them are still unconfirmed. Some of the confirmed ranking factors include:
While there are several other ranking factors, these can impact how a user interacts with a website. For example, a higher page load time can increase the probability of bounce rate by 123%.
Similarly, bad UX, UI, and low-quality content have the potential to drive the visitors away from your website to your competitors.
While you have the traditional ways of optimizing your website with improved page speed, UX, UI, and quality content, you can take this a step ahead through live chat.
Live chat is a feature that allows the customer service representatives to interact with and resolve the queries raised by the customers in real-time. Any customer or visitor can engage in a live interaction with the customer service about any query related to a website and its business.
The need to embed a live chat option on a website differs from business to business. It all depends on your audience and the product that you are selling.
However, here is a list of reasons that feeds the need for embedding a live chat on websites.
New visitors will not prefer contacting customer service if they encounter an issue or develop a query associated with your websites that needs to be resolved because it requires too much effort and time. But if they are presented with an option to have a live interaction with them in real-time, the odds of them staying and converting increases.
Why? The answer is simple: response time.
Responding faster can impact your leads and conversions. If the responding time is less than 5 minutes, the odds of making contact with a lead increases by 900%. Any later than that, the risk increases that you might lose the potential lead. Messaging is the #1 customer service channel that the majority of consumers prefer to contact a brand because it allows them to get a quick response.
This proves that through live chat, you can attend to your customers quickly and conveniently.
After adding live chat on your website, what if the representatives are busy and therefore unable to respond timely? This is a problem that many people will encounter, but it has a pretty straightforward solution: chatbots. Using chatbots to reply to the common questions maintains the response time, and as per your convenience, you can take over the conversation.
Moreover, you can study your customer’s responses and modify the chatbots accordingly. So, you no longer have to worry about the response time; chatbots have got you covered.
Personally, when I encounter a problem or have doubts regarding a product on a website, I access the FAQ section to look for answers. However, sometimes the FAQ section is unable to provide relevant information, so I switch to live chat.
But what happens when I can’t find a live chat option? I access other websites that have the same product and the ability to resolve my queries.
Moreover, ever since live chat, I don’t prefer browsing through the dense website looking for answers because this customer service channel has made resolving problems convenient and quick. Plus, they are ready to help me whenever I need it.
High bounce rate leads to lower Google rankings.
Bounce rate defines the percentage of visitors who exited your website after accessing one page. If the visitor decides to stay and navigates to other pages of your website, the time spent by the visitor is called the dwell time.
Dwell time also includes the actions performed by the visitor; this not only includes navigation but purchase and accessing different pages as well.
As mentioned earlier, slow loading speed is the primary reason behind high bounce rates, but it’s not the only reason. Sometimes visitors bounce off to our competitors because the website is unable to resolve their query. This tells Google that the site lacks quality information to resolve user queries, so it pushes it further down the SERPs.
Using live chat solves this issue and that too very quickly. Whenever a user visits your website looking for an answer, live chat is there to provide it immediately. So, users will stay on your site talking to the representative, increasing the dwell time and reducing the bounce rate; thereby helping your website acquire better rankings on Google.
When implemented correctly, live chat can improve the UI & UX of your website. While it helps your users find a solution to their queries quickly and efficiently, live chat can also make it easier for your users to navigate through your website.
You can provide them with quick links depending on their queries. For example, if users ask “what are the different packages that you offer?”, you can direct them to your pricing page.
Google prioritizes ranking high-quality content that has the potential to resolve the searcher’s query.
Live chat can give you high-quality content ideas that can register your website as credible and trustworthy.
Go through the conversations between your customer representative and customers and study the issues they face. Perform this study at least once a month, and when the analysis is complete, create articles targeting the issue and provide relevant solutions.
When users find what they are looking for, they tend to stay longer, which increases the dwell time. Such a positive response tells Google that the users are getting solutions to their queries; hence it positions the page higher in the SERPs.
Some of the major factors that affect your online reputation are:
Users can share their experience with any domain on reviewing websites like Yellow Pages and Yelp. Apart from these, they can also do the same on social media platforms such as Facebook, Twitter, etc.
User reviews fall under the category of User-generated Content, and Google holds it in high regard when ranking a website in its SERPs.
Adding live chat improves website navigation and gives you high-quality content ideas that can encourage positive reviews of your website.
Pop ups are annoying. If your live chat pops up on your homepage and covers most of its content, then it can disrupt the user experience. Remember that your sole motive behind adding a live chat option is helping the users, and interstitial popup practically destroys that purpose.
You must place the live chat button on every page of your site where it is easy to spot. For example, have a look at where LiveAgent put their live chat option:
Users can access it quickly, and it does not disrupt the UX and UI of the page.
When all your customer representatives are attending to other customers, using a chatbot is a viable option so that the customer does not exit the website, but that does not mean you should aim for the linger on until a representative is available. If you do this, the customer will leave and might post a negative review about your customer service on the reviewing website.
So, what should you do?
Aim to make the conversation valuable. Study previous conversations with the users and modify the chatbot’s response. Following this pattern leaves the customer satisfied, and in some cases, chatbots can handle the user’s concern without the involvement of a representative.
Adding live chat to your sales funnel can generate leads and conversions. You can direct visitors to your conversion pages and help them with the product, its purchase, and checkout.
You can optimize your chatbot’s script to follow the same pattern as well. And don’t worry; if users do not get through the payment, they will be regarded as leads which your business development team can pursue.
Gone are the days when users would wait for hours to get their queries resolved. Now they want immediate solutions, and live chat is your way to do that.
Adding live chat only needs a certain amount of monetary investment, but it can improve the customer experience and nurture potential leads. So, what are you waiting for? Add live chat to your website today! Did I miss anything? Let me know in the comments.
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