Why You Need Live Chat for B2B E-Commerce

In the business-to-business (B2B) market, maintaining a good customer relationship is one of the most critical factors for your success. Today, it’s not enough to offer high-quality products or services, you need to show genuine concern for the customer’s experience.

Because the B2B target market is other businesses, the individuals you communicate with could be anyone: executive officers, managers, or even owners of their own companies and businesses. Inevitably, questions will come up throughout your customer’s purchasing journey and you need to be ready to answer them as quickly and as efficiently as possible.

If you're looking to take care of your clients better and ultimately boost sales, it's time to understand why you need live chat for B2B e-commerce. Check out the advantages of this customer service channel and how to leverage it to your benefit.

Reply to your customers faster
The number one factor that sets live chat apart from other service channels in the digital environment is response time. B2B consumers don’t want to wait hours to receive aid when one of their services, resources, or other systems breaks down.

The very first time one of your agents responds to a message represents the general speed at which you can assist customers. If you’re unable to promptly deliver solutions to a potential customer, how can they be sure your company is the one that can help them?

Compared to email and phone, live chat provides the shortest response time and the most customer convenience. Live chat options should be available on your website to be reached at any time as long as your customer service representatives are active.

If you set up your live chat this way, visitors and customers can be answered within 2 minutes and 40 seconds via live chat, while for other channels such as email, the average response wait time is 12 hours and 10 minutes.

If you set up your live chat this way, visitors and customers can be answered within 2 minutes and 40 seconds via live chat, while for other channels such as email, the average response wait time is 12 hours and 10 minutes.

In addition to this benefit, the best live chat solutions offer integrated callback tools, which help to boost phone customer service quality by eliminating wait times and improving your team's efficiency.

Boost your conversion rates
To stay market-competitive and satisfy customers, it’s vital to invest in the latest technology services. This includes live chat. According to FurstPerson, customers who interact with live chat solutions on the website they’re viewing are 63% more likely to return after comparing prices with competitors who don't offer live chat.

An assessment by the International Customer Management Institute (ICMI) states companies that apply a live chat widget to their business’s site recieve an increase of at least 10% in average ticket value and are 40% more likely to convert new visitors into qualified leads.

You can be proactive
Today, you can no longer be reactive, that is, wait for customers to take the initiative to go looking for ways to get in touch with you. This outdated customer service method isn’t compatible with today’s status quo. You need to be proactive if you want to be known as a B2B e-commerce company that provides a memorable shopping experience.

Fortunately, it’s possible to monitor and approach visitors on your page by using proactive invitations. Proactive invitations are personalized messages that pop up on your website visitor’s browsing screen automatically. The difference between this technique and others is that you are the one starting the conversation with the potential customer and not the other way around.

By drawing customer attention to the chat window, you can start a conversation and offer support services to boost customer retention and prevent them from seeking solutions from competitors.

You need live chat for B2B Ecommerce
Now that you know the potential of live chat and how to leverage it to respond to customers quicker, send proactive messages, and boost your sales, it's time to invest in a professional live chat solution.

Author Bio

Emma Longridge is the US Content Manager at business communication manager, JivoChat. She enjoys discussing technology and how it can help improve the lives of others

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