December 22, 2013

Use Live Chat to Boost Goal Conversions

by Collin Slattery

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A good website is built with one goal in mind. The goal of a website will vary on the industry and type of website, but each website has a specific goal. The goal of an ecommerce website is to get a visitor to make a purchase through the website. The goal for other websites is for people to sign up for their newsletter. Other websites are looking for leads, or trying to get visitors to click on an advertisement, or play a game, or some other goal. One of the easiest ways to get more value out of your website is to increase the rate at which your traffic converts. If you take your conversion rate from 1% and increase it to 2%, you will double your sales from the exact same amount of traffic. One great tool to boost conversions is setting up live chat software on your website.

What is Live Chat?

Live chat is just what it sounds like: a program that allows visitors of your website to chat with a customer support person right there on the website. Every major company offers live chat services on their websites, and many companies have live chat that runs 24/7.

The Benefits of Live Chat

Live chat comes with many benefits. One of the big benefits of live chat is that it is less expensive than traditional customer service channels. Phone calls with customer service can be time consuming and costly, and it is impossible for one person to deal with multiple inquiries at the same time. Live chat software can range from free, like the live chat program we run here at Taikun to upwards of $30/user/month.

Live chat has been found to greatly boost conversions for websites. Visitors will often have questions about products or services that your company offers, but they do not want to pick up the phone and call, and they understand that it can often take days to get a response to an e-mail. With a representative on the other end of the live chat, they can get answers to their questions in real time and help them make a decision on whether to make a purchase or request or information or take action on whatever conversion metric your business uses. Many live chat services offer additional functionality that allow you to trigger a chat if a visitor reaches a certain page, has spent a specific amount of time on the website, has visited the website a certain number of times, or many other metrics to help convert visitors.

Setting up Your Live Chat Program

Setting up a live chat program on your website can also be extremely easy. Most programs these days are Software-as-a-Service setups that run on the provider's web server with a script being uploaded into your own website. There are some options that are still installed on your local server, but they are harder to setup. Many of the SaaS services have plugins and modules built for the major Content Management Systems so if your website is built on WordPress or Drupal or Joomla, you can be up and running without having to modify any code on your website at all. Simply install the plugin, enter your login credentials, and you are ready to start chatting!

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