The Benefits of Live Chat on Website User Experience

Reading time:

When it comes to your website, accessibility and in intuitive navigation is key to a better user experience. Nowadays live chat is being considered part of the broader user experience (UX) plan meant to connect more closely with users on your website for better quality service.

User experience or UX has many different components and depths across different industries, but to put it simply: UX = how effectively a user interacts with a website when looking for information. The easier it is for users to navigate through your website the more satisfied they’ll be, leading to better converstions.


If we take a look at a recent survey from Statista Research Department covering global customer satisfaction with live chat from 2015 to 2019, 83% of respondents reported being satisfied with their experience. Knowing this and the potential return on success, a question you might be asking is: how can you leverage live chat and improve the overall experience of visitors and repeat customers on your website?

Make the Live Chat Convenient and Immediate

There are millions of websites online competing against each other for users making it that much more important to serve them efficiently. Customers’ expectations for quality service is rising with a recent survey from HubSpot Research reporting that 90% of customers expect an immediate response from a business and mark it as important or very important to them. Pair that with the 38% of users that will stop engaging with a website if they find it unappealing, and suddenly UX feels that much more important for your website especially if you want to maintain a good customer relationship.

Within a few seconds of landing on your website, most people will be forming opinions very quickly about the design, functionality, and value of the information. This is where live chat comes in as it is known to improve user’s opinion right away if implemented correctly. Several factors are considered to optimize live chat for speed and convenience on your website such as:

  • Prompt response time for every visitor
  • Simple chat box layout that is aesthetically pleasing and familiar to all users (similar colors or styles of favorite apps)
  • Chat agents that are ready with answers to FAQS
  • Making the chat box “call to action” button available on every page

It takes a bit of tweaking to find the right fit for your website, but convenience and speed are some of the most important factors when implementing a successful live chat.

Real, Live Humans, Ready to Help

Technology is continuing to advance and becoming more integral to our lives especially in the business, agricultural, and construction industries. Though bots can be extremely useful, users don’t always like them even if they have come to expect them on more and more websites.

For most websites, chat is an opportunity to bring a human touch to your visitors. Users who are less tech-savvy will be grateful for these live chat features especially when there are well-trained chat agents ready to improve UX by:

  • Welcoming visitors soon after they’ve arrived on the website
  • Using natural language customized for your business and customers
  • Working from talking points, not scripts
  • Sending personalized follow-up emails for better retention

The chances are that most people on your website won’t need a chat agent every time they land on your website. For the times that they do, especially new users, it’s important to provide the best quality customer service as a first-impression and no one does it better than a real live chat agent that knows your business and users.

Create Mutual Benefits with Live Chat Data

The best user experience is always data-driven. Examining customer feedback and webpage analytics should determine any changes you make, and ultimately be tied to results. Live chat offers a unique way to collect and employ data from customers landing and interacting with your website. And with more customers comes bigger expectations. In fact, according to the 2017 State of Global Customer Service Report, 2/3 of customers expect business to know about them and their purchase history when they reach out for customer support.

This may all sound like a lot, but live chat makes connecting with your customers easier by having agents at the helm, personalizing every interaction. This could be as small as knowing their time-zone or any neighboring cities. Chat transcripts also help gather data that can directly identify UX successes and challenges on your site directly from your users and visitors.

Different Needs for Different Users

Even some of the best websites that are perfectly designed with all the right features will work differently for every person who visits. Some will love it and others might struggle finding their way through.

According to UX Planet, different age groups have different UX expectations and challenges, such as visibility, simplicity, and directness. Live chat is an opportunity to show people what’s available on the website and help guide your users to the right information, especially if they’re struggling to find their way round your site.

Live chat is also a great opportunity to support diverse groups of customers and potential customers, by helping them as soon as they land on your site. Some effective forms of supporting customers include:

  • Guiding users to low-tech, self-service solutions
  • Offering to continue conversations in different formats (such as phone or email)
  • Managing expectations for service and products
  • Multilingual support.

The more prepared your live chat agents are for a variety of customers, the more capable they will be to handle any requests or issues that come up for your users. The right live chat can be the difference between more conversions and customers that end up leaving your website in frustration!

In a growing world where websites are just as important to your success as the front door to your business,

utilizing live chat can provide many benefits to user experience. From providing better service to visitors as soon as they land on the homepage for faster solutions and requested information. They can also be helpful in the mere fact that users want to be talking to a person that understands them and maybe knows the questions they’re going to ask before they ask them. This is often useful for returning customers or frequent users. This is where data can be gathered to begin making an online data profile that is personalized for every customer to ensure that every user on the site is getting all their needs met in an efficient time and manner. All in all, live chat has been shown to be very successful with a positive improvement in UX for customers and business as a mutually beneficial relationship.

To learn more about live chat and how you can better optimize your website, download our ebook: The Rise of Web Chat to get the full scoop.

Additional reads you may find interesting...

View All
Title card: Creativity, connections, and client relationships—with Nathan Wilson, The Narrative
Small Business Tips

Creativity, connections, and client relationships—with Nathan Wilson of The Narrative

Illustration of a woman with a lovely voice speaking

How to make your voice sound better

Ruby customer feature series title card: Rebecca Flanagan, Flanagan Legal Services
Customer Feature

Ruby customer feature: Rebecca Flanagan, Flanagan Legal Services

Business handshake: close-up part of two young women shaking hands and smiling while sitting at business meeting with their coworkers
Small Business Tips

Coopetition: how to grow your business by partnering with a competitor

Headsets hangs on powered-off computers in an empty office
Small Business Tips

Worker shortage explained: what 2021’s workforce issues mean for your business

A traffic light sign is nearly submerged by a massive flood—one example of the extreme weather events caused by climate change.
Small Business Tips

Getting real about climate change

Man makes notes in a notebook on a table with a phone
Small Business Tips

What you lose when you send every call to voicemail

An illustration of a phone ringing next to a magnifying glass that reveals text: "Ruby calling…"
Receptionist Tips

Receptionist secrets revealed: 5 tricks to grow your business by wowing your customers

A group of professionals sit in a well-lit office watching a man in a hoodie present and point to a whiteboard
Small Business Tips

How IT answering services help you engage & retain customers

Collage of people on phones with title: Real receptionists. Unreal results. Build lasting loyalty with Ruby.
About Ruby

Getting started with Ruby: what to expect

Female-presenting freelancer wearing elegant sweater and round earrings working in front of open laptop, sitting in cozy home office interior, drinking coffee, browsing websites
Small Business Tips

Does your business really need a website? 6 myths about your online presence

An illustration showing that people who call translate into money for a business, while people who visit a website are left without a next step, and bounce to competitors' websites
Small Business Tips

You don’t leave your callers hanging. But what about your website visitors?

Collage of group of young people over colorful vintage isolated background smiling doing phone gesture with hand and fingers, pantomiming talking on the telephone.
Receptionist Tips

The power of answering the phone in one ring

Ruby logo + Clio logo
Legal Practice Tips

Ruby + Clio = happier clients + more billable hours

Small Business Tips

You don’t have to be the “everything business.”

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!