Live Chat Is Becoming Essential For Online Businesses

Internet business is a competitive, global environment and small things can make the difference between success and failure

. Marketing your website with SEO (search engine optimization), designing an easy to checkout system, providing a flexible shopping cart and other such techniques all help, but incorporating live chat can help you to increase your sales dramatically.

Lets Talk Numbers

How much can live chat help your business? Companies which use live chat have found that they convert up to 20% more sales than before they added the feature. Think about it, its an added customer service feature where representatives have the opportunity to help close the sale simply by helping a customer. Customer queries were answered more satisfactorily with customer service representatives handling multiple clients at one time, though more than 3 caused slowed service.

Additionally, by offering chat based incentives for additional purchases, businesses increased the volume of sales as well. Customers who previously were uncertain about their selections have their questions answered immediately, speeding up turnaround of sales and overall success.

Decreased Abandonment

One consistent problem that online businesses have experienced is shopping cart abandonment. People browse through the site, find a couple of things and then leave without completing the purchase. While there will always be a percentage of shoppers who do so, live chat has decreased abandonment by 6-8% when initiated. For the uncertain shopper, having someone to whom to turn with questions makes a difference. It can turn a wary customer into to a very satisfied customer that may come back for future purchases.

Biggest Concerns

The biggest concern cited by business owners considering live chat has been reliability of new customer service employees. Fortunately there are a number of services which can provide workers so that any business can try out live chat with a minimum of risk.

The service can be established only during specific hours, to save money. By signing up with a provider the company reduces risks assumed, avoids purchasing additional equipment and eliminates concerns about workers sitting around doing nothing on the company dime.

If your company does business on the Web, adding a live chat component to your sales page may just be the edge you need to get ahead of your competitors. As previously stated, the additional customer service may close the sale and may earn your company a loyal, repeat customer. Being among the first companies to incorporate live chat will move you in to the forefront of effective Ecommerce marketing.

by: Michael Rupkalvis

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