Click4Assistance UK Live Chat Software
Can managed live chat increase your online sales conversions?
Blog

Can managed live chat increase your online sales conversions?

If you own a brick and mortar store (let’s say like a car dealership or retail store as examples) and a potential customer walks through the door, do you ignore them?

Do you avoid eye contact while they walk around, have a quick look and then leave when they can’t find what they want?

Hopefully not.

So why do we essentially do that on our websites?

Websites are our digital shop window. They’re meant to make us findable by a much larger group of customers and allow us to sell more to more people, in more places.

But most websites are just static brochures.

Customers find them thanks to your marketing, have a look around, try and find information or a product and then leave to go and look at another website.

Should it really be like that?

If you want to increase your chances of making a sale in a shop, you walk up to a potential customer and ask questions…

“Do you know what you’re looking for today?”

“Can I answer any questions?”

Managed live chat lets you replicate these human interactions on your website and can actually help you increase the chances of converting visitors into paying customers.

Provide answers faster

Around half of online shoppers say they will abandon a purchase if they can’t get a fast answer to a question they have.

It’s just like leaving people at the till in your shop and having no-one around to get the purchase over the line.

On the other hand, live chat can help increase conversion rates by around 20% by providing that last bit of customer support needed.

Plus, according to one study, web visitors who engage with live chat are more than 6 times more likely to make a purchase compared to websites that don’t offer live chat.

Be proactive

Think back to your last experience using a website for shopping that didn’t have live chat.

How did you find what you were looking for?

Did you click through category pages hoping you’d eventually land on the product you wanted?

Read through blocks of text to find the information about shipping costs you wanted?

Or could you not actually find what you needed because you didn’t know where to look?

The point is, a lot of websites leave much of the heavy lifting to the customer.

Managed live chat solves this because you can proactively engage with users and ask questions to help them find what they need.

This can be particularly good on pages with high conversion intent – like a checkout page.

If a person lingers on the page your live chat could proactively popup, so you can answer any last minute questions the user might have that could stop them from making a purchase.

Provide a better service online

How many times has it happened to you in the past that you find something you like in a shop, but you need to get a different size, or check if they have it in a different colour, or want to a test drive – or any number of questions.

And how many times have you got frustrated when there’s no-one around the answer your question?

If you get annoyed enough you’ve probably even walked out to go somewhere else.

This can be a common website problem because most have no way for a customer to get a quick answer.

Instead they’re left with a phone number (usually sending them to an automatic system) or an email address promising a response anywhere between 24 and 72 hours.

Live chat removes these delays and helps you provide better customer service online by putting real people behind your website who are ready to answer questions as they come in.

And live chat is popular among customers.

In fact, with a satisfaction rating of 73% (according to Social Intents) live chat has the highest overall satisfaction rate compared to other customer support channels.

Create more personalised support online

‘Personalisation’ is one of those buzzwords you see plastered over marketing material from companies trying to give the impression they know their customers.

But personal services have become extremely important, especially online, with more companies recognising the need to find ways of differentiating themselves from the competition, and seeing more personal customer experiences as the way to go.

And it does have a commercial impact.

More than 40% of customers say that having their questions answered by a real person online while they’re making a buying decision is one of the most important features a website can offer.

Customers value (you might say expect) this level of personal service now and using live chat is a simple way of providing it.

Get more leads through your website

This stat surprised us a little.

42% of customers say they prefer to use live chat to share their contact information through a website.

It could be a security thing; it seems safer to share potentially sensitive information directly through a website compared to sending it through an email.

Or it might be that sharing contact information directly through live chat is more convenient than sharing it over the phone.

Either way, managed live chat is a proven success when it comes to online lead generation.

Think live chat could be useful for your website?

Don’t dive straight into a long-term contract.

Sure, we’ve tried to make managed live chat sound like a no brainer for your website, and we think it is.

But you want to be sure that it’s going to be worth using on your website before you commit.

That’s why we offer a free trial of our managed live chat so you can see how it works up close and understand what it can do before signing up.

If you’re interested, just complete the request a call form on the right and we’ll be in touch.

Or click here

18th June, 2024

Posted by Face For Business

Request a Call

Leave your details below and an expert will be in touch



    Ready To Transform Your Business

    Let’s discuss your needs and help solve your problems.