Increase Sales and Conversion Rate with Live Chat on Website

Our digital agency loves Live Chat functionality (if managed properly).

We’ve see a massive uptick in conversion rate percentage for our agency, The Media Captain, along with our in-house eCom brand, DermWarehouse. The Media Captain has experienced an 18% increase in conversion rate since implementing LiveChat. DermWarehouse has experienced a 12% uptick.  Live Chat works for eCommerce , B2B brands and practically any business with a website!

We love it so much we recorded an entire podcast on the topic! [Listen Here]

Below are some crazy stats on Live Chat that support our overall sentiment:

  • 79% of consumers prefer live chats because they offer instant responses. [Source]
  • 87% of companies adopted live chat to connect with web visitors in real-time. [Source]
  • 79% of businesses said that implementing live chat resulted in increased customer loyalty, sales and revenue. [Source]

In order to increase conversion rate percentage and be successful, there’s much more to it than just implementing LiveChat onto your site.
[Note LiveChat.com is our preferred LiveChat option!]

Below is what you need to consider prior to implementing LiveChat:

  •  Knowledgeable Live-Chatter  
    • Have someone extremely knowledgeable about your product or service manning LiveChat. It does no good to respond to someone with a fluff answer.  Have someone handle the LiveChat who knows your product or services damn well.
      • Note: You can set-up LiveChat.com to have different reps handle different pages on your site. Let’s say someone is well versed in web design and another person on digital marketing, you can set-up different agents for different divisions.
  • Timeliness 
    • We live in a fast-paced world boys and girls. People don’t want to wait. That’s why visitors are initiating a Live Chat! If they had patience, they’d fill out a contact form. Be quick to respond. The more direct and quicker you can move, the better you’ll convert.
  • Resources 
    • It’s a good idea to come up with a list of resources that you can share with visitors inquiring about questions pertaining to your business. Once you get the same question several times, it’s time to create content that can be shared with a simple, “check out this article.”
      • Example: For The Media Captain, a lot of people inquire about website hosting capabilities when contacting us about a new site. We created THIS PIECE of content and now we have a great resource to share! Come up with a resource library.
        • Note: You’ll start to field so many interesting questions from prospective customers. Make a list of those questions as they can be used for great blog topics that’ll help you rank on Google for long tailed search queries that you wouldn’t have thought of otherwise.
  • Don’t be Afraid to Pick-Up Phone
    • There are many conversations that start on LiveChat that are better suited for the phone. Make sure you have someone who is handling LiveChat who isn’t scared of picking up the phone to more quickly solve the issue or better answer the question. When you combine phone calls with Live Chat, it further improves conversion rate percentage!
  • Be Patient 
    • People ask a lot of questions. When you are an expert on the product or service you are selling, many questions might seem silly. Be patient and be nice and you’ll be rewarded.
      • Tip: I always envision  walking into an auto mechanic shop. I don’t know a darn thing about cars. Yet the person speaking with me is patient and answers each of my questions (which I’m sure seem obvious and silly to them). If they were rude, I’d feel awkward and go elsewhere. You don’t want people feeling the same way about your business! When you are patient and move quickly, it’s a powerful
        combination!
  • Don’t Rely on Bots 
    • Chat Bots has been a hot topic of late. From our experience, people enjoy speaking with actual customer service reps. They get frustrated when dealing with a bot. Think about it… When you call into customer service, do you like going through the automated system on the phone or do you prefer speaking with an actual person? I’d bet you press “0” to get connected to an actual person. The same holds true for LiveChat!

PRICING
LiveChat pricing starts at $16.00 per month, per user. They do not have a free version. LiveChat offers a free trial though! [Learn More]

Tidio LiveChat is an option for Shopify stores. They do offer a free version. The paid version, for $18/month allows you to see what people are typing before submitting and you can see what pages they visit.

The paid versions offer more robust features, which allows for better opportunity to upsell. For example, when someone is typing, you can prep an answer to expedite the communication. When you know what page someone is visiting, you can make additional product recommendations.

Regardless of whether you choose a free version or a paid version, Live Chat is a great way to improve customer service and increase your eCom conversion rate percentage! Make sure you are prepared using the checklist above.