Why is live chat so important to any business and not just retailers? Business owners forget that live chat can be a powerful sales tool. Some business owners, especially those who run retail or ecommerce sites, think a phone number will suffice to satisfy customers.

According to a Forrester report entitled “Making proactive chat work”, the following facts were found:

Many online shoppers want to be able to talk with a real person when they shop online. In fact, 44% of online customers say that being able to speak with a person during an online purchase is the most important feature a website can offer.

Many business owners are unaware that many customers need help but do not have enough time or credit to call.

Big W’s “Engagement Window”.

Are you still not convinced that live chat on your website is necessary to increase conversion rates? Here are five reasons why:

1. Adding to a Great Customer Experience

Imagine you are browsing through a number of websites looking for an item that you want to purchase. Then you find the item you are looking for, but you have questions or confusion about their shipping details. You dial the number to ask questions. The line is either always busy, or you are put on hold. You can either wait for a while or try searching the website to find what you’re looking for. You’re more likely to do the latter.

Most websites do not have a live chat. A phone number is efficient. But let’s face it: unless your company is large enough to hire a contact centre to help you, you can only serve one customer at a given time. Calling a phone number can be a hassle, especially if your customers are international. Answer their questions quickly without making them wait or pay for a global call. Installing live chat on your website allows you to cater to multiple customers at once!

2. Increases sales through upselling

Do you want to buy a matching pair of shoes for that gorgeous dress you chose? If you buy a pair of shoes to match the dress, you get 20% off. Sounds familiar, ladies? Yes, I would like to have those black stilettos. Yes, that sounds familiar.

A live chat gives you the chance to sell more!

3. Reduce your expenses

Live chats can reduce costs for both the business owner and the customer. Installing live chat allows business owners to reduce phone costs and the need for a contact centre.

As stated above, you can save money by not paying for each call, particularly if your number does not offer toll-free service.

4. You can save a transcript of a conversation

It is important to keep a record of all your transactions, especially when dealing with thousands or hundreds of customers. These transcripts can be very helpful in rechecking order numbers or dealing with any special requests. You will need to purchase a recording program (another added cost!) It would be impossible to keep a record of all the conversations you have with your clients unless you invest in recording software (again, an added expense!)

5. Customer Suggestions and Frustrations are addressed

There will always be unhappy customers. These customers deserve more attention. They are frustrated by unresolved issues. They’re frustrated because they can’t find help when they ask for it. Do you think that they will buy from you again in the future if they are required to call a number, wait on the phone (and even get disconnected sometimes), and voice their concerns? When their complaints are resolved quickly, unhappy customers can become loyal. This makes it easier for your customers to contact you rather than vent their frustrations on your Social Media page.

Installing a live chat on your site is a great idea, and it’s even better if you can install them immediately! You will get more sales and give your customers a great online shopping experience.

Install a live chat on your website. Has it increased your conversion rate? Do you plan to install one? Tell us in the comments!