How Does Live Chat Increase Your Conversions?

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Many businesses use live chat where it helps their business grow in leads and conversions. It is a very important tool that creates engagement with your business and guides visitors through answering all their inquiries which will help them in their decision of making a purchase,

What is live chat?

Live chat is a form of messaging software where a business connects with visitors through chatting on the business website or application. Live chat is a great alternative to other customer services equipment channels such as phone calls or emails and is highly effective.

It is used for effective communication to help businesses connect with customers, answer their questions, and solve issues they may be facing.

How does live chat work?

When visitors enter a business’s website, they are going to find a widget in the lower corner of your website. When they click on it, they will be directed to a chat box where they can start the conversation with the customer representatives.

There is no need to install anything, live chat appears when a visitor is on the business’s website.

Reasons that live chat is popular

Live chat is important for your business for several reasons which are:

Reaches out to people: Live chat helps by providing an opportunity for engagement with users because they can access customer support easily.
Make it easier to find information: People can ask questions to find information about things that they want to know.

How does live chat increase conversions

Live chat helps with increasing conversions through many ways such as:

Generating leads

Live chat can help with generating leads really easily. It does so through offering interactions with customer representatives that build connections and engage with them.

There are many ways to capture leads through live chat which are through:

Adding a pre-chat survey that asks visitors questions before they start chatting with you
Use a chatbot to collect contact information and the customer inquiry
Engage with users on an eCommerce website when they want to abandon the shopping cart by asking them questions that will get you leads

Offering assistance

Customer service representatives can offer assistance that will help both visitors have a positive experience. The reason is that visitors can ask any question that they want and they would receive responses that answer every question.

It adds a human element when customer agents chat with visitors and ask additional questions to help the visitor get the information that they need.

Visitors like that it’s a human-to-human interaction instead of having automated responses because it’s a personalized experience where customer agents answer different inquiries for each visitor.

It can actually lead to conversions because visitors are engaged in the conversation where customer agents provide them with all the information that will help them in making the buying decision.

Communicate your business’s value clearly

It’s important to communicate your business value through brand messaging which shows your business’s personality and value proposition through its messaging.

Live chat helps with this type of effective messaging where a business can communicate with its visitors through its brand voice and tone showing the business’s value and then convince them to make the purchase.

Ways to increase leads and conversions through live chat

Install a chat widget on the website

You need to display the widget on your website so that you can generate leads and conversions.

Someone may be visiting your website for the first time where it may be best to have an engaging pop out widget with a greeting where it can encourage visitors to engage with agents.

Keep the conversation personalized

You can use personalization in live chat where you can get new leads very easily because conversations answer the visitors questions as well as it gives sales agents the opportunity to find out more details about visitors which can convert them to leads.

Offer discounts

Through the use of live chat, customer agents can provide visitors with discounts that are for a limited period of time where a customer representative may set a deadline for the discounts creating a sense of urgency. This can actually turn leads into conversions very easily.

Provide 24/7 support through live chat

24/7 support can help your visitors find answers to their questions very easily. Customer agents can also collect useful data from those who became leads and can further help with turning them into conversions.

Target visitors who abandoned the cart

There are many visitors who would come to a website where they would add products to their shopping cart but may want to leave the website.

If you set your live chat box with customer agents asking them if they need any help before they leave, you will find out more about your visitors’ needs and may even get them to spend more time on your website which can lead you to get conversions in many cases.

If you didn’t get any conversions, you can get feedback instead about why they didn’t make a certain purchase.

Train your customer support team

It’s important to train your team on how to use live chat and the best ways to interact with customers. This training is essential so that the customer support team can gain certain skills that will help them speak the language of their visitors on their website. It is important to use a semi-formal voice that is still professional and to the point.

Top live chat providers

LiveChat

LiveChat is known for creating a sales experience for both the business and its customers. This tool can capture leads and offer 24/7 support through a chatbot that it provides. Customer representatives can send files and links through the chat box. Customer agents can also send live chats between each other which can help businesses in finding the suitable solutions for visitors and customers.

Hubspot live chat

Hubspot live chat offers a free option for businesses that want an effective tool that offers live chatting where your customer representatives can start the chat.

You can also pass the live chat to others in the same team. You can set the live chat with personalized messages that would target different people.

There is also the option of using chatbots to answer commonly asked questions. There is also the option to conduct live chats in the Hubspot mobile app.

Olark

Olark is highly customizable where you can change the colors and shape of chat boxes. You can also humanize your live chats through adding a welcome text.

It also offers automation features where you can create automated responses as well as chat directly to different departments. This tool also offers reports and analytics on the number of chats in your business and customer satisfaction.

In conclusion, live chat is very helpful to many businesses where it works to increase conversions through providing excellent customer service that generates leads and eventually turns into conversions.

Osolutions

We hope you enjoy reading this guide

What is live chat?

How does live chat work?

Reasons that live chat is popular

Read our full review about the top live chat tools that will make your business effective in getting conversions

How does live chat increase conversions

Generating leads

Offering assistance

Communicate your business’s value clearly

Want to know how to increase your business’s conversions, read our blog post about how to do so using the latest tools, strategies, and techniques

Ways to increase leads and conversions through live chat

Install a chat widget on the website

Keep the conversation personalized

Offer discounts

Provide 24/7 support through live chat

Target visitors who abandoned the cart

Train your customer support team

Top live chat providers

LiveChat

Hubspot live chat

Olark

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