Why Your Website MUST Have Live Chat Enabled

Written by LiveLink
April 29th 2023

Why Is Live Chat SO Important?

It is so important that every website has a live chat facility.  And I’m going to tell you why.

Ask around to see how many people enjoy making phone calls?

There are some demographics, particularly Millennials and Gen Z who would rather do anything than use their phone to make a call.  To many of us, that sounds mad – but it’s true.

They may have their phone permanently welded to their hand, but they’re not using it to speak to anyone.

And that’s why it’s crucial to have live chat enabled on your website.

I know – it’s another ‘thing’ that needs replying to.  However, you don’t need to manage it yourself.  We can do that for you (shoe-horned in a sneaky little sales pitch there).

Rather than thinking of reasons why you wouldn’t have live chat on your website, let’s address why you should.  And I suspect that ‘my patients and clients won’t use it’ is going to be high on your list.  But I bet they will.

Why should live chat be part of your patient and client journey?

1. Real-time communication: Live chat allows you to communicate with your patients and clients in real-time. This means that they can get their questions answered quickly, which can lead to a better customer experience and increased customer satisfaction.
2. Convenience: Live chat is a convenient communication channel , as they can reach out to you without having to pick up the phone or send an email.
3. Increased sales: Live chat can help you increase your sales.  Any concerns or objections can be dealt with ‘live’ so they’re encouraged to book an appointment or make a purchase.
4. Cost-effective: Live chat is a cost-effective customer support solution compared to traditional phone support. (ask me for a price!). You can handle multiple enquiries simultaneously, which can reduce the need for additional staff.

There are lots of live chat apps available.  Most will have a free version.  They are simple to instal on your website and are generally a simple plug-in.  Even I can set it up.  We use Tidio on our website.  Others we are familiar with are Tawk, Pure Chat and Intercom.  Canned responses can easily be set up for simple questions such as ‘what time are you open?’  A canned response could direct them to the opening hours on your website.

One thing that is often forgotten is to set up the times when someone is available to respond.  It’s not a great look if someone is messaging you at 2am and expecting a response and all they get is fresh air.  This is simple to do too.

I’ll ask you a question.  Why don’t you have live chat on your website?

I can’t think of a single reason 🙂