Having live chat on a website can be a great way to improve conversion rates. When a person visits a website, having the opportunity to quickly ask questions or get help is invaluable.
For example, if they're trying to purchase something but they're uncertain of how it works or what will happen after they buy it, they can quickly get the answers from someone in real-time with live chat. This could make all the difference when it comes to making a sale.
Similarly, if you're looking for a certain product on a website and need help finding it, being able to ask someone in real-time and get an answer immediately can be incredibly useful and save time.
Live chat also gives customers the assurance that there is someone there who can address their concerns quickly should any issues arise during the shopping process. All of these factors can help increase conversions as customers feel more confident when making purchases on your site.
When you couple live chat with live view - a helpful feature that lets you see what people on your website are doing right now - you can proactively spot opportunities to help customers before they leave your site.
Don’t dismiss using live chat on your website simply because you don’t have a team of people at the ready to chat with customers 24/7. Even if you only have 30 minutes a day to hop on live chat, the returns can be big and immediately recognizable.
If you use Lucky Orange’s built-in live chat, you can toggle your availability on and off to only make it visible on your site when you’re there to respond to a chat. Using the information in the Lucky Orange dashboard, you can see daily visit trends to find the busiest day and time for your site. Turn on live chat during this time and see if you can help out customers.
Chatting with customers is not only a great way to help them, it’s also a great way to get instant feedback. Ask your visitors if they were able to find what they’re searching for, if they have any questions about your products, if there’s something they wish you offered or if there’s anything keeping them from purchasing today. It’s a free opportunity to do customer research to improve your targeting, marketing and more.
Example of live chat on a website.
You can get the most bang for your buck with live chat when you use triggers to invite customers to chat when they’re most likely to need your help or if they’re browsing an area of your site where you’d like to get more feedback.
Chat invites can be triggered based on criteria such as the page someone visited, the number of times they’ve visited your site or how long they’ve been on a page. You can also trigger chat invites based on traffic sources or campaign parameters. The table below gives you some ideas of chat prompts and triggers you can use on your website.
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