Companies that offer a live chat service on their websites register increase of conversion rate by 40%. That means that they are able to sell more with no significant investment. So why live chat makes the difference?
Timely online help. Live chat allows businesses provide timely help to their customers. Working with customer’s concerns is impossible without live communication. For the websites that do not offer live chat service it results in abandoned carts. Those who can answer customers’ questions as soon as they arise, can significantly reduce the number of abandoned carts and increase sales.
According to a Forrester Research study, 44% of customers stated that having a question answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
Personalized communication. HelpOnClick live chat keeps all the chat history in the archive and recognizes returned customers. Based on the previous chat history, chat agents can make special offers for particular customers and also suggest additional products and services.
Live chat provides opportunities for upsell. After solving a customer’s issue, chat agents can inform customers that there is currently a sale going on or a discount coupon available for the goods the customer might want to purchase.
Buying from real people. People like buying form people. Websites that do not offer online help cannot assure customers that if any issues arise, the customers will be able to easily reach a company representative. Live chat allows customers to make sure that a business is operated by people who are available for communication.
Feedback. A live chat tool allows website owners to talk to the website visitors and find out what the visitors are confused about the website, what they need on the website and what prevents them from buying. Answers to these questions will allow to improve the website design, usability and services. Satisfying customers’ needs is the first step towards sales increase.