Can Live Chat Help Boost Your Conversion Rate?

By Ten Squared, posted on the 9th of September, 2021 · 6 minute read

Robert: Hello, how can I help you?

Customer: Hello, I was wondering if you could tell me when my order will arrive?

Robert: I am sorry, I don't understand, could you please rephrase your question.

This is what your customers likely experience when you use an automated chatbot, there are simply things that these chatbots can't do yet. Instead of helping your businesses, bad chatbots can actually harm your business by frustrating users to the point where they leave your website. How can you solve this problem? By having a real person monitoring your chats ready to help clients as soon as they need.

Many business owners consider live chat as something that is nice to have, however, for many businesses live chat will actually pay for itself every single month through leads that would have otherwise been lost and money saved through traditional support channels.

What is live chat?

Live chat is a way to instantly interact with your website users whilst they are still using your website. This means you can quickly and effectively answer basic questions in a personal way. It provides an excellent customer experience whilst also boosting the trust your users will have in your website, they are more likely to make a purchase from your website if they know getting in touch with you is as easy as opening your website and clicking on the chat icon.

The benefits

1. Boost engagement

When you have live chat installed on your website you can immediately respond to your customers, this ensures that you can help customers efficiently, direct them to the right information on your website or connect them with the right expert. This hence improves your customer's experience and ensures you can address any issues as efficiently as possible.

2. Boost conversion rates

Many business owners underestimate the power of live chat and how drastically it can boost conversion rates. With the businesses we have worked with, we have seen incredible boosts to conversions that have exceeded all expectations.

3. Faster customer service

Live chat is a great way to improve your customer service, the agents can help address multiple customers simultaneously and respond instantly. This results in higher customer satisfaction and hence increases the number of return customers.

4. Reduce support desk costs

Live chat is actually more affordable than traditional customer service help desks. Combined with the other benefits live chat becomes a no brainer.

How can you get a live chat?

When implementing live chat you have two main options, either use software like HubSpot or Facebooks messenger plugin to allow your staff to respond to enquiries. Alternatively, you can employ a service like Live Chat Monitoring to look after your live chat for you. Services like Live Chat Monitoring also charge per lead, so you are only paying for leads that your business receives and often the value proposition they offer is incredible. These companies also allow you to provide 24/7 support to your customers.

The facts

  1. Four out of ten customers prefer live chat to any other medium when they have a problem
  2. Four out of ten customers perceive businesses with live chat as more trustworthy
  3. Six out of ten of those you help through live chat will return to your website
  4. Over 90% of people prefer to talk to real people rather than robots
  5. Live chat usually results in at least a 40% increase in conversions
  6. Live chats usually take around 40 seconds to resolve customer issues
  7. Around 38% of those who interact with your live chat are likely to make a purchase as a result of their live chat experience
  8. Live chat is 14-30% cheaper than phone support for businesses
  9. Live chat has an estimated 305% ROI rate
  10. Live chat boosts customer satisfaction by 77%

Photo by Volodymyr Hryshchenko