Engage. Delight. Sell. Automate.
Live Chat was designed to help organizations have better conversations with their website visitors in the moments that matter most.
We eliminated frustrating per operator costs and chat limits to ensure that your entire team can leverage the power of live chat without having to worry about skyrocketing costs as your team grows.
Help Those Who Need It
Get in touch with people on your website and point them in the right direction.
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.”
Live Chat Increases Sales
The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers. Forbes magazine reported in a recent study:
“In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear. High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.”
The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.
Website designer Cory Miller of iThemes regularly uses Provide Support for his business, and he has noticed increased opportunities for up-selling products. Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.
Customer Pain Points
A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points. Marketers such as Markus Allen turn these pain points into profit: “Armed with these pain points, we can either write new content (for a blog or for an article) or create benefits/advantages for our advertising.” In addition, pain points can turn into sales opportunities with customers.
Live chat provides immediate access to customers’ pain points. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.