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3 Live Chat Tips to Increase Conversions on Your Website

For many companies, their website is one of their most important channels. But despite the fact that they often spend a lot on marketing and sales, conversion rates keep dropping.

So how can you ensure that your website becomes a true sales machine? You can do so by engaging customers at the right time, and offering real time interaction in the form of Live Chat. This not only helps increase customer satisfaction, but also conversions.

According to research, adding Live Chat to your website will lead to a 20% increase in conversion rates. And if a visitor has interacted with a chat operator, they are 2.8 times more likely to end up buying something. In addition, 38% of customers say they made a purchase after a good chat session.

Read 3 tips in this article to get more out of your website with Live Chat!

 

What Is the Goal?

The conversion rate is the percentage of visitors on your website that converts, i.e. does what you want them to do. This depends on what that goal is exactly. It could be that they make a purchase, fill out a contact form, sign up for a newsletter or subscription, or register. 

In addition, there are many other conversions you can have as a goal. It is a measurable action that should ensure that a potential customer becomes a paying customer.

 

3 Tips for More Website Conversions With Live Chat

 

1. Improve Your Website Pages

It’s important to have a good understanding of which pages generate the most questions. Use those questions as a starting point for improving that page. Because while it’s nice to answer questions with chat, it’s even better to prevent customers from having questions when they come to your website in the first place.

For example, if you see a lot of questions about a particular name or sentence on your pricing page, it might be helpful to think about how to convey it better.

 

2. Offer Proactive Live Chat

A customer feels valued when they can sense that they need help with something. They will probably really like it if they never have to contact you for questions themselves.

By tracking how long a visitor has stayed on each page, you can use that data to figure out when it’s best to start a chat. For example, asking after 30 seconds if they need help with anything. Or whether they have scrolled to a certain point, or clicked on something particular on the page. Often, payment pages are one of the most confusing pages for visitors. Offering live chat on that page can go a long way in helping visitors through this process.

But be careful that proactive live chat does not distract customers from buying a product or service, because they are enticed into a conversation. This happens especially if you already have a very conversion-oriented website. Often, visitors prefer chat to a prominent CTA. And because putting an item in the shopping cart or completing a payment is often easier just through the website, than through live chat, it can lower conversion.

 

3. Make It Personal

It’s necessary to use the same tone of voice as your customers. Being personal in your communications will help give customers a better experience and they will perceive your brand as more authentic and enjoyable. Today, consumers care more about a good relationship and communication with a brand, than they do about the product or price.

By sending personalized triggers at the right time, you can encourage visitors to stay longer on your website. And this means more chances of conversion.

 

Live Chat is one of the best ways to increase conversions for your company. Conversation24 offers Live Chat software for every company, and additionally trained chat operators. Click here for more information.

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