5 Reasons Why Live Chat is The Untapped Potential for Your Business

Train your team! Your live chat representatives have to be extremely knowledgeable about your inventory and website navigation. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
Be aware of your shopping hours. If you own an online soccer shop in California, there is a chance that most of your visitors are international. Use analytics to determine when most of your visitors are using your site. Don’t assume 9 to 5 chat hours will work. If you have a problem sourcing local employees to cover off hours, consider outsourcing help using services like Odesk or Elance.
Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
Consider hiring people with sales experience. For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling.
Don’t forget to boost your social. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
Give your customers helpful chat features. Customers will also need to be able to modify the font size and to request a transcript of the chat.


The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support. As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.

In this post we’re going to get into why live chat can improve your business and tips on how to maximize its effectiveness.

1. Live Chat is Convenient for Customers

live chat is convenient

A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following:

“Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.

An online chat system provides customers immediate access to help. Wait times are often much less than a call center, and customers can easily multi-task while waiting. Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.

An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an emarketer.com survey found that 63% were more likely to return to a website that offers live chat. The report goes on to say:

“62% reported being more likely to purchase from the site again. A further 38% of respondents said they had made their purchase due to the chat session itself. All these attitudes were even more prevalent among respondents who bought online at least weekly.”

2. Live Chat Cuts Down on Expenses

live chat cuts down expenses

Live chat software has consistently demonstrated that it can save on both employee task time and phone expenses. Some of the most notable cost savings are:

  1. Live chat reduces overall contact center costs by lowering average interaction costs.
  2. Increases efficiency by allowing live chat representatives to handle multiple chats simultaneously, thus reducing the need to hire more representatives.

With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next!). Leer más “5 Reasons Why Live Chat is The Untapped Potential for Your Business”