How Can you Make Full Use of Your Website Chat Software

Businesses and customers have discovered the convenience of live chat on online platforms. In fact, 38 % of customers said they have made an online purchase due to an excellent live chat session. Other studies show a business is likely to have a 20% increase in the conversions through the use of live chat.

Why does an online chat software create a difference? It’s because it gives a human presence and allows an easier interaction between a customer and service provider. Actually, online shopping could disconnect the customer from the service provider. In fact, 52% of customers are likely to abandon an online shopping site,  if there is no live chat feature. In other words, shoppers need someone to aid them in their online experience, just the same way an attendant would assist customers in-store premises.

But having the live chat software on a website does not guarantee you of instant chats. Sometimes visitors may not even notice it. You need to take a few steps that will subsequently lead your visitors to chat and generate a valuable communication. Discussed below are some tips that can help make full use of your chat to generate leads and conversions.


Also Read: How Live Chat Software Helps Bring Worth to Your Website

Customized Chat Widgets

One way to make your website inviting is by customizing your chat widget window with a welcoming message. Your chat window needs to look appealing and welcoming to a customer. A business can go out of the way and brand the chat widget to showcase your company's theme.
You can also create a more personalized experience for a customer by having a photo of the chat agent attached to the chat widget. It will give your customers a feel for human presence prompting them to chat at ease.

Online availability

It can be frustrating if a customer tries to reach you on live chat and ends up without any response. If you have website chat software, you need to have agents available most of the time to attend to your online shoppers. Remember that live chat is accessible from anywhere, anytime and in real time. Indicate clearly on the website the chat hours so that your visitors do not get disappointed when they find you unavailable.

Initiate conversations with your clients

Sometimes a customer could be reluctant to start a chat. 83% of online customers need support to complete an online purchase. Therefore, it's essential that your agent reaches out to a customer by initiating a chat and offering assistance. A customer is likely to respond to the chat and be more willing to ask questions to the available agent.

Conclusion

For your business to increase conversions online, you need to optimize your live chat support software and generate a higher number of chats. Availability of your chat agents to customers is essential in creating loyalty. You need to personalize your chat widgets to be more inviting and appealing. Make sure you reach out to your customers to avoid website bounces especially when customers are hesitant to ask for help.