Does live chat support really help improve conversion rates?
Live chat was first introduced to the market in 2002, brand new, isn’t it? But still, many businesses have not been aware of this for a long time. And you will be amazed at how much the market has grown. It has almost become a trend.
Live chat is expected to continue Increase to a maximum of 87% The only reason to increase it in the next 12-18 months is customer preference.
JD Power, a data analyst and user intelligence company, found that live chat is becoming an important means of digital communication for online users. To be exact, 42% of users prefer live chat Only 23% for email, and 16% for social media or forums.
All these facts justify that using the live chat support option is definitely beneficial. Unfortunately, this is not 100 true. Using live chat can be a game changer, but only if used properly.
Why do users like live chats?
The small live chat icon sits in a corner of your website / landing page until it annoys the user. It immediately opens a popup and prompts users to ask any questions.
Users only like the ability to communicate in real time and respond in an instant. This simplifies the communication process and turns visitors into prospects already.
This is more painful than calling an assistant or leaving an email and waiting for a response. In the case of live chats, the response time is 90% shorter than on social media or emails. So, great customer experience.
How to maximize conversions using live chats?
By now, after reading all the above statistics, you must have gagged. But let me present another fact that will lessen your excitement.
The average live chat conversion rate is only 2.35% [stated by Wordstream, a search marketing company].
However, researchers have shown that live chat, when used effectively, can increase conversions by up to 40%. So, open your notepad and state these points:
1. Chat box widget positioning
Make sure the live chat widget is available on all pages of your website. Especially when you are an e-commerce store, customers usually have queries when they are on the product page, cart page, or order page.
Therefore, no client wants to leave the product and go to your homepage / landing page to find the chat box. Also, a chat box at the bottom right of the page is preferred.
2. Grab user’s attention
Sometimes, the chat box goes unnoticed by anyone sitting at the corner of your page. Therefore, you can automatically perform a process that will open the chat widget a few seconds after your user lands.
Also, pay attention to your chat welcome line to get customer attention. Avoid being robotic.
3. Live chat widget theme
This is obvious but just to let you know again-
Make sure the color of the chat box widget is highlighted by the background color of your website. This will make it less likely that anyone will notice.
the. Humanize communication by training the chat support team
Talking to a chat box doesn’t have to feel like talking to a robot. Robot reactions are about to break a deal. Consumers like to talk to the people behind the screens to make sure they understand.
It’s a good idea to use a friendly tone when communicating. Also, make sure your answers are short, relevant and concise. This is because chat boxes are small and reading a long message can be annoying. So, break down your points and then put them down.
There is no need to mention, provide quick help and train your officers to do the same.
5. Keep your clients informed
If the support team is not available, make sure they send an automated response. The response must be apologetic with your availability times.
Users should not be left waiting for a response when no one is available. Also, if it takes a while for the customer to resolve the issue, update them about it.
6. Get feedback for improvement
When a user is about to end a chat, ask for their feedback. It doesn’t need to be text feedback, you can use feedback emojis. However, it is good to have an optional text box for feedback, only then.
Now, don’t let these feedbacks sit in your database. Audit every now and then and keep improving.
How to set up your live chat support on your website?
Chat Ways Live Chat By Webcall There is an add-on that allows you to add Live chat widget on your store front. It’s very easy to use and comes with a variety of plans, including a free one.
The Chatbox widget can be easily customized and chats can be managed by multiple executives using a separate panel.
Get Free demo Use the app by skipping email [email protected] Start with your user acquisition and retention process!