A presentation on
How Live Chat can improve your business?
Live Chat is Convenient for Customers?
Live Chat Cuts Down on Expenses?
Live Chat Increases Sales?
Live Chat Gives You An Edge of Your Competition?
Live Chat is an online marketing, live support and web
analytics application for SMB and large enterprises
offered in SaaS (software as a service) model.
The trouble with online shopping is that many
customers are disconnected from someone who can
answer their questions in real time with precision.
Watching potential customers click away from their e-
commerce sites, many businesses have been adding
live chat support.
Live chat has the ability to provide the convenient
answers that customers want.
It also provides significant benefits to the staff and
bottom line of companies.
1 Live Chat is Convenient for Customers
44% of online consumers say that having questions
answered by a live person while in the middle of an
online purchase is one of the most important features
a Web site can offer.
- “Making Proactive Chat Work” by Forrester Research
90% of customers consider live chat helpful.
- ATG Global Consumer Trend study
63% were more likely to return to a website that
offers live chat.
- an emarketer.com survey
An online chat system provides customers immediate
access to help.
How Live Chat can improve your business
2 Live Chat Cuts Down on Expenses
Live chat software has consistently demonstrated that
it can save on both employee task time and phone
Live chat reduces overall contact centre costs by
lowering average interaction costs.
Increases efficiency by allowing live chat
representatives to handle multiple chats
simultaneously, thus reducing the need to hire more
3 Live Chat Increases Sales
“In 2008, Wells Fargo made a second attempt to
leverage online chat to drive sales, and happily, this
time the results have been crystal clear. High customer
satisfaction scores and a double-digit increase in
converted shoppers have shown the value once and
for all of this technology.”
The key is that customers have someone who can
immediately walk them through a sale if they become
confused or have a question that can make or break a
Live Chat Gives You An Edge of Your
If you want to gain an edge on the competition, live
chat is a key feature that websites must have in order
to be competitive and to hopefully rise to the top.
Live chat provides a simple way to connect with
customers who spend a good deal of their money
“Almost two in 10 live chat respondents did more than
75% of their holiday shopping online, compared with
14% of those who did not chat. A further 25% of
chatters made 51% to 75% of their purchases on the
Web, versus just 10% of those who did not participate
in the chat service.”
- The report by E-Marketer
5 Live Chat Taps into Customer Pain Points
A customer’s frustration or need that has yet to be
filled is called a pain point.
Pain points can turn into sales opportunities with
Live chat provides immediate access to customers’
As live chat representatives talk to customers, they
can find out ways to improve a company’s products
Tips on Making Live Chat go the Extra Mile
for Your Business
Train your team.
Be aware of your shopping hours.
Don’t be too robotic.
Consider hiring people with sales experience.
Don’t forget to boost your social.
Be prepared for surges in chat volume.
Give your customers helpful chat features.
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