Numerous studies have shown that website conversion increases when live chat is implemented. With chat, website visitors can continue their customer journey where otherwise they might have given up. They’re able to continue because they get their questions answered right away. That’s why it is vital to reply quickly (within 30 seconds).
Live chat is a sales channel
What many companies forget is that live chat is predominantly a sales channel. It is being perceived as a service channel because you’re helping website visitors with questions. But realise, you’re talking to potential clients that are looking for information that will lead them to buy your products or services. An incoming chat is an ideal chance to practice sales and convert a website visitor into a customer. For example, chat allows you to cross- and upsell products.
Website visitors that use live chat are 4.5 times more valuable
Website visitors that chat versus website visitors that don’t chat are 4.5 times more valuable. It’s because they are 2.6 times more likely to convert. Plus, they spend on average 60% more than website visitors that don’t chat.
Chat will increase retention
Not only are website visitors that chat more likely to convert and spend more, they also come back. The most valuable customers are returning customers. That’s why one of the key performance indicators of chat is that it increases retention, because people value the quick and personal approach they experience.