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How to increase conversions through live chat

03/07/2019

Digital marketing experts are always looking for new, innovative ways to increase conversions. One of those methods is live chat. Using live chat boosts your conversion rates by 20 percent, research by Forrester shows. Next to that, Boldchat states that visitors using live chat are 2,8 times more willing to make a purchase and will spend 60 percent more. Although it’s clear live chat will increase conversion rate and order value, a lot of businesses still hesitate to use the technology or are using it poorly. Here are 5 tips how your brand can start profiting from a successful live chat strategy.

1. Make it personal

People like to know and see who they are talking to. Choose a (fictional) chat operator name and face that fits your target group and product to boost your credibility.

2. Timing is everything

What do you think are the best times for the live chat function to pop up? That’s right, these are the times your client needs to make an essential decision in the buying process, like the checkout page, size guide, FAQ page, but also when viewing some high-value products or products that require some persuasion or information.

The best times for the live chat function to pop up are the times your client needs to make an essential decision in the buying process.

3. Analyze & improve

Most brands use their live chat function to answer questions, but did you know you can do so much more with it? Why not try gathering information on your client’s expectations, previous experiences, but also email addresses to subscribe them to your newsletter for example? When a customer asks you for a discount code to enjoy free shipping, you can definitely tell them you are willing to send one to their email address in return for subscribing to your newsletter for example.

What’s more, as a customer service representative, you will notice that you will need to answer ever-recurring questions. Improve your efficiency by having some templates ready to win time, but be ready to customize them when needed.

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In this age of social media and quick communication, your customers expect to be answered within the first 30 seconds after sending you a message.

4. Chat & call

Did you know 56 percent of respondents of a SoftwareAdvice.com research aged 18 to 34 prefers live chat to phone? Instead of thinking of them as two totally different communication methods, why not use them to complement each other and profit from the advantages each tool has? Giving your potential customer a follow-up call after you helped them via live chat shows you care and is an extra service to see whether there are some questions that are left unanswered in order for your client to make the purchase.

Setting up a live chat function and answering more questions online implicate that your customer service team will have to take less calls and have more time for sales. Using the live chat to help clients, but also to lead your client to a conversion is what your representatives should focus on. Getting contact information by offering them to send an email when a certain item is back in stock is a great way to make your customers not feel like they’re being ‘sold to’, but steers them in the direction of making a purchase.

5. Be quick

Our last tip is to reply quickly. In this age of social media and quick communication, your customers expect to be answered within the first 30 seconds after sending you a message. Whenever you let them wait for more than a minute, realize that they will tend to leave because they feel you aren’t willing to help and get impatient.

A tool that can increase your conversion rate and cuts your support costs: seems to good to be true? Well, actually it isn’t, imagine what the advantages for your business could be whenever you are using live chat in the right way.
As the future of customer care is evolving constantly - we are seeing brands already adopting co-browsing where a part of the web page is shared - Online Heroes is on top of the game to increase conversions. Want to know how we do it and feel like you are ready to also kick it with live chat? Book a meetup with us today!

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