Keeping up to date with customer expectations isn’t easy, and converting a lead into a customer requires time and effort.
Since many consumers are technologically savvy, brand loyalty can no longer depend on a handshake or a phone call.
Live chat bridges the gap between traditional customer service and today’s consumer expectations, but how much does live chat increase conversions?
What is live chat and how does it increase conversions?
Customers want answers to their questions and concerns. If they have to send an email or request someone to contact them, it’s a missed opportunity to convert a lead into a sale. Live chat allows the customer to get the information they want from the company immediately.
According to Forrester, 50% of adults will abandon a purchase if you can’t give them a quick answer to their question.
Not every question a customer has requires a live chat. Most online visitors will browse a site and its products without needing any assistance.
It’s in those instances where an answer isn’t available on the site or when a customer needs more information that live chats become necessary.
Two trends continue to shape the future of ecommerce ventures. Designing for experience and personalized customer relationship management influence how consumers make buying decisions.
In many ways, live chat replaces the old toll-free numbers of the past. It’s a great way to provide your customers with additional value and increase your conversion rates during the process.
Live chat statistics that show improved customer satisfaction
Improving customer services in any business leads to increased sales and customer retention. A poll conducted by Anderson Consulting showed that 62% of online customers would buy more products if live chat and support were available.
In another instance, eDigital found that live chat had a 73% customer satisfaction rate, higher than any other servicing channel. Live chat solutions come with features like co-browsing.
This allows the agent to see what the customer is seeing on their screen. It’s the same as having a friendly agent in a store guide the customer through the products and services.
Live chat goes beyond a simple CTA at the bottom of a product page. It fosters trust between the customer and the company, while also increasing engagement. Happy customers lead to increased sales and brand loyalty.
How much does live chat increase conversion rates?
Chatters tend to spend 60% more per purchase according to an Invesp survey. If a visitor engages with a live chat agent, they’re 2.8 times more likely to end up purchasing a product. In fact, 38% of customers reported making a purchase after having a good session with a live chat agent.
Valuing a customer’s time and interest in your site will go a long way in converting a lead into a sale. In the same Invesp survey, 44% of respondents stated that having questions answered in real-time during a purchase activity is the most important feature a website can offer. Adding a live chat feature on a website will typically lead to a 20% increase in conversion rates.
How to measure your live chat conversion rates
Different live chat solutions will give you a variety of tools to track conversion rates. The best way to be successful is to ensure your agents understand that the experience should be fast, friendly, and helpful. You can also ask chatters to complete a satisfaction survey after the live session.
Does it really matter?
Consumers expect more from ecommerce retailers today. They need access to information that will help them make a decision in real time. Live chat offers companies a way to engage with visitors and turn them into loyal, buying customers.
Live chat has become the preferred method for consumers to engage with companies. Answering questions and responding to issues quickly and efficiently will make your customers feel valued, leading to increased sales and retention.
As you now understand the value live chat adds to your ecommerce business, you may want to read further on how to optimize your engagement channels in this guide.