Fast advances in technology are changing the way businesses connect with consumers. Customer service communications are no longer limited to traditional phone calls. Instead, more and more companies are looking for a service that can embed text chat, voice chat, video chat and co-browsing functions directly on their websites.
This transition enables faster resolution of customer issues; improves customer experience; and increases customer loyalty and satisfaction—all of which ultimately translates to more conversions and higher profits.
Increasing Sales with Voice Chat
According to Tim Young and John R. Holland in the book Rethinking the Sales Cycle, the most prominent emotion that influences consumers in the final stages of the buying cycle are their sense of risk or risk perception. “Would it perform its intended function?” “Is the price too high compared to similar products?” This easily leads to cart abandonment or order cancellations.
No matter how excellent your SEO Marketing Agencyor website designer is, it would be difficult to help customers overcome this stage with nothing more than the ability to read through your website or view your products or services. This is where live chat or voice chat comes into play. Talking to your customer service agents reduces the sense of risk and gives customers reassurance in purchasing from your website.
Voice Chat vs Phone Calls
Landlines are becoming less accessible. The numbers of households with landlines are steadily decreasing every year. According to the US National Health Interview Survey (NHIS), as of December 2017, 53.9 percent of American household are wireless-only homes. That means you would be missing more than half of the population if you have your customer service through landlines. Comparatively, users have more access to live chat, which can be reached through mobiles or computers as long as there is internet connection is available.
It is easier to connect to voice chat than landlines. Most customers have that terrible experience when they dial every possible extension number only to be greeted by “we’re busier than usual” messages, or getting transferred through every department in the company before reaching someone who can answer their queries. These experiences will without doubt hurt your sales.
Voice chat allows faster and seamless connection directly to sales representatives that can guide customers in concluding their purchase while they are still browsing the site. Another advantage of voice chat is that it is easy on your budget.
Voice Chats vs Text Chats
A lot of live chat services only offer text chats. Text chats are less expensive and easier to manage. Do you still need voice chats? Comparing the two, voice chat is a more powerful tool in driving sales. One-on-one voice conversations are better when it comes to building trust and confidence in your business.
In the paper, The Digital Evolution Journey of the Contact Centre, Bearing Point revealed that although the use of live chat has the power to increase sales by a large margin, voice calls still “have the strongest impact on sales and customer satisfaction and is preferentially used for high-value customers.” Below are several advantages of voice chat compared to text chat:
- It gives a clearer understanding of your customer’s issue than fragmented text chats with little input.
- It lets you help customers resolve troubles faster.
- It is better at helping you create customer rapport and building customer trust.
For business owners, CEOs, COOs and others dealing with these challenges, the ever-evolving digital technologies and communication options are both a challenge and an opportunity. Those who can adapt earlier to the needs and demands of users will gain a significant competitive advantage.