It’s 2020 and now is the time for small businesses to replace website form fills with webchat. The “big guys” in business offer chat to their customers for immediate responses through their business website. People are no longer willing to wait for a business to get back to them after filling out a contact form on their website. Customers have come to expect this kind of service from small and local businesses, as well, which may seem daunting. The good news is that webchat actually makes life much easier for business owners, as well as their customers. How?

• Frequently asked questions can be answered on your website, which saves time and makes the work days more productive.
• Customers are more satisfied with your business because they are able to receive immediate answers and help.
• Your business can be in constant contact with customers, without having to take time from you or your employees.
• Businesses can utilize their time and employees on more important tasks, rather than shielding calls to answer common questions/concerns.

Over 40% of consumers prefer to communicate with the businesses they work with through webchat over other communication channels. Form fills typically take 12-24 hours to get a response from, and that’s too long for the average consumer. Today’s consumers have more access to and experience with technology than ever before. It’s important to keep up with these technology-driven customer service strategies that keep consumers happy. People are busy and on-the-go and now is the time to allow customers to instantly connect with your business whenever and wherever it’s more convenient for them. 

One of the best ways to get your business back on its feet following the COVID-19 pandemic is keeping your communication up-to-date. Instant webchat provides your customers with the kind of service they expect from businesses, while saving you time and money on customer service. Ditch the form fill on your website and replace it with a webchat feature to make life easier for you and your customers.  

For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!