Table of Contents
Why do websites need live chat?
Live chat is a great way to connect with prospective and new customers and give them the confidence they need to use your product or spend money on your website. According to Forrester, consumers who use chat are 2.8 times more likely to convert than those who don’t.
What is the benefit of live chat?
Live chat allows you to give quick answers to questions about your products, solve problems faster, and assure your customers that you’re there when they need you. This is a simple, yet very effective, recipe for improving both customer service and loyalty.
What is the next best live chat practice?
Responding to customers immediately is the goal, but with so many customers to attend to, it’s not always going to be possible for most live chat agents. In some cases, setting clear and reasonable expectations is the next best live chat practice. Some small steps you can take are to:
How to measure the success of your live chat?
As you know, implementing live chat is definitely easy but the tough part is measuring your live chat’s success. By continuous measurement with the chat support metrics and KPIs, you can improve the chat performance experience of your customers as well as the chat support skills of your team.
Are mobile chatters more successful than desktop chatters?
As a matter of fact, desktop visitors will purchase 14\% times on average, while this rate for mobile chatters is 7\%. Aside from that, their engagement with web chat customer service is considerably higher on desktop. However, mobile chatters are 6.1 times more likely to convert, compared to mobile non-chatters.
How to create a more human connection over live chat?
Check out these tips to help you create a more human connection over live chat: By using the customer’s name and buyer history, you can personalize your greeting and responses to let your customer know that you care about their unique issue. It is equally as important to your customer for you to know them as it is for them to know you.