Warning: You Are NOT Using the Right Tool to Increase Your Conversion Rate

What if I say live chat is not a customer support tool, will that surprise you?

The truth is, live chat is predominantly a sales tool meant to prevent a potential sale from going stale. It’s the only saving grace of an e-commerce shop when a client is ready to leave his website for better products elsewhere.

When it pops somewhere in a website, it usually brings along a greeting and an offer to convince visitor to stay and buy. To convince you of the worth of a live chat tool software on your website and how valuable it is, listed below are 10 solid reasons live chat is a better tool to increase your site’s conversion rate than the rest of support tools available.

1. Live chat helps stop shopping cart abandonment

According to ComScore, approximately 67% of shopping carts are abandoned right before the transaction is completed. With live chat for website, customer support agents have the capability to intervene and assist a, perhaps, confused client and influence his buying decision with enticing offers.

2. Live chat converts visitors better

Sales are dependent on how easy visitors or existing clients can find and purchase what they are looking for. The ultimate key here to ensure sales is for customers to have someone walk them through the purchasing process when they become confused or encounter an error.

3. Live chat shows what page visitor is viewing

Live chat is equipped with a feature that lets chat agents track and monitor which web page a visitor is currently browsing (through the visitor-monitoring feature). This informs the chat agent about what products visitor is interested in.

4. Live chat saves conversation history of visitor

It is possible to save old chats (chat history) so if the same customer comes online (through the IP address, email etc.), chat agents can retrieve the previous conversation and get at least a background info about customer interest and behavior.

5. Live chat adds personal touch

Many people worry about being scammed and cheated online. Having an available (online) live chat on the website will give them that peace of mind that they’ll be talking to a real person, thus, boosting their confidence that the company or ecommerce store can deliver.

6. Live chat allows tracking of agent performance

Say goodbye to manually checking on agents’ chat history to determine performance level. Most live chat software, like Offerchat.com, have chat agent analytics report that helps measure a chat agent’s performance such as chats received, missed chats, dropped chats, average response time, chat duration etc

7. Live chat’s canned responses save time

Canned (saved) responses are pre-set messages for the most common questions or inquiries. It saves customer chat agent’s time from typing the same answer repeatedly to different customers, which means they’ll have more time entertaining other chats for the whole shift.

8. Live chat is faster than phone support

Live chat is way faster than dialing a 1-800-XXX-XXX toll free number and more convenient to initiate communication compared to calling and waiting for phone support rep to pick up and entertain customers.

9. Live chat helps spot opportunities

Live chat interactions help agents identify opportunities to cross-sell and up-sell products. As visitors go through website pages their behavior reveals their preferences (through the visitor-monitoring feature) which chat agents can use as an opportunity to recommend similar offerings.

10. Live chat shows data of customer behavior

Live chat visitor monitoring feature provides real-time data about customer behavior, which can help site owners identify intentions and preferences to come up with new strategies to influence those behaviors for advantageous results such as a sales conversion.

If these reasons don’t convince you of the merits of adding a live chat software to your website, I don’t know what will. Perhaps, you can try adding the tool and getting your most skilled and trusted chat support agent to man the chats and see how it affects your conversions.

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