You may be attracting lots of traffic to your website, but if you’re not converting enough of them to leads or customers, you’re missing out on a huge opportunity. Even if you have an excellent website that’s easy to navigate, visitors who want quick answers, need assistance with checkout or aren’t ready to buy, may leave your site. If you don’t capture their information to stay in touch with them, they may very well end up eventually buying from one of your competitors.
That’s why adding live chat to your website can help convert visitors to leads or customers. In fact, Forrester data found that site visitors who use web chat are 2.8x more likely to convert than those that don’t. Of course, if you don’t make chat an option, it’s impossible for your site visitors to contact you in this manner and you’ll miss out on this increase in conversions.
You’re probably wondering how live chat can have such an impact. Here are some examples of how offering this communication option converts more site visitors to customers.
1. Gives you a competitive advantage
Live chat gives you the ability to be everywhere your prospects are, on all your website pages as well as elsewhere on the World Wide Web. This allows you to address their questions with minimal effort on their part – in social media, search ads, emails and your website, regardless of the device they’re using.
Plus, Forrester found that only one out of ten major retailers is using chat for sales. That’s why having live chat on your website gives you a competitive advantage. It allows you to engage with prospects, answer their questions, gather their contact information and get to know them.
And, you’ll be offering them their preferred method of communication as seen in eDigital’s research that revealed live chat has the highest satisfaction level of all customer service channels at 73% as compared to 61% for email support and only 44% for traditional phone support.
In addition to providing site visitors with a communication channel they favor, you also make them want to return to your site, since 63% of consumers are more likely to return to a website that offers live chat.
2. Increases your understanding of your customers
Chat history provides valuable information about your site visitors so you can learn how to speak to them in a manner that is most meaningful to them and write content to address their most commonly asked questions. This reduces their need to ask these questions of service personnel, increasing customer satisfaction and reducing the load on your support staff.
Live chat makes it easy to listen to customers, increasing your understanding of their concerns and needs as well as what is causing them headaches. And, the more you know about your customers the better equipped you are to offer them meaningful solutions, and hence convert visitors to customers.
3. Makes you available to answer questions in real time
The faster response rate enabled by live chat makes it possible for your agents to answer site visitor questions as soon as they have them. This is especially important when they’re making buying decisions or completing a checkout process.
When their questions are answered immediately during checkout, conversions or sales are saved. Plus live chat is a faster and easier option than email or phone calls as well as the preferred channel of communication by most consumers.
After all, customers just want an accurate, relevant and complete answer to their question upon first contact so they can get back to what they were doing before the issue arose. This was revealed by Forrester research showing that: 53% of US online adults are likely to abandon their online purchase if they can’t find a quick answer to their question. And the same research indicated that 73% of those surveyed said that valuing their time is the most important thing a company can do to provide them with good online customer service.
In another study, Forrester found that 44% of online consumers said that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer. Proactive chat can provide this type of customer support, ultimately achieving multiple business goals including reducing abandonment as well as increased conversions and customer satisfaction.
4. Gives you the ability to help site visitors in multiple ways
A function-rich live chat platform enables agents to engage with site visitors in various ways. Co-browsing allows your service staff to easily guide people through site processes and to help site visitors locate what they’re looking for faster. Plus, if speaking with the customer might be easier at some point, it’s possible to convert a chat to a voice call. These, combined with other live chat options, help expedite call resolution while increasing customer satisfaction and conversions.
5. Provides powerful insights
Valuable metrics provided by a live chat platform make it possible for agents to determine when to engage with site visitors. These insights also help identify when and where on your site to set up proactive chat messages to encourage engagement, answer questions and guide customers through the sales process.
This is a powerful combination, ensuring prospects are getting their questions answered before they even realize they have them, preventing site visitors from navigating away while capturing valuable leads so you can nurture them. Doing so makes it possible to develop a relationship with potential customers so you’re the logical choice when they are ready to buy.
Not only does live chat help convert more site visitors, capture leads, increase customer satisfaction and build loyal customers, it provides upsell opportunities for agents resulting in larger average order values.
Would you also like to convert visitors to customers?
Looking for a chat solution that increases your website conversion rate? Live Guide Chat offers a tailor-made chat solution. If you’d like to learn more, contact us to speak with a specialist or to schedule a demo.
Try Live Guide Chat for 14 days for FREE
Live Guide Chat offers a tailor-made chat solution that will enable you to offer live chat everywhere. Contact us today for a live demo of Live Guide Chat or start a free trial to see for yourself, how chat will improve the customer service experience and increase efficiency.
Netop develops and sells market leading software solutions, enabling quick, secure and easy transfer of video, sound and data between two or more computers. We have done this for more than 30 years and we have used this knowledge to make Live Guide the most secure and reliable solution on the market. Live Guide helps companies deliver excellent customer service, reduce support costs comply with strict security demands.