How Live Chat Energizes A Website

If you are updating your website or are looking at making changes to your hosting provider, one area that has become a must for businesses with forward facing sales and customer service is live chat services.

One hosting vendor that incorporates chat options into their packages,, has pointed out recently that customers that utilize chat while they make a purchasing decision are three times more likely to buy online than those that don’t.  It isn’t too hard then to take a look at the number of website visitors that you have and then correlate that with the number of pre-sales inquiries you receive by telephone.  If the number of telephone inquiries remains static over time and there are no large sales increases with additional visitors viewing your site, you would be wise to take a look at adding live chat so that you can increase the number of conversions.

Here are some good reasons that chat helps to energize a website:

Less intrusive:

As we move towards a world where people get used to shopping without voice interaction with people and the websites that they are shopping on are increasingly self-explanatory, having a chat presence is a pretty good idea because customers tend to appreciate a pop-up chat window that asks them if they have any questions during their shopping experience.  And when you do connect with them and talk to them about what they would like to buy, it will make it easier for them to make a purchasing decision.

Trying to use the telephone to accomplish the same thing can be pretty difficult, especially if the client has been using online purchasing regularly and doesn’t like interruptions.

Acts as a gateway for further communication:

On the other hand, once you have spoken to the customer using live chat on your website, chances are an exchange of data will occur that will allow you to follow up if something does go wrong.  There are plenty of clients that get started purchasing something and then have something go wrong during the cart checkout.  If you talk to them via chat, you likely have the capability of calling them back and giving them another opportunity to complete the purchase.  If those customers do not get contacted, they may never return until they need a similar item again.

A perfect, multi-option solution:

Many companies offer their customers several different options of the same product.  If you are selling wheat flour only and have only two sizes of bag to sell, there may not be much to discuss that will add value to the customer’s purchasing decision.  At the same time, if you are selling shirts that have long sleeves, short sleeves, and a hoodie version in multiple colors and different patterns, you can definitely make a difference in helping a customer make a more thoughtful purchase when you use chat.

One thing that some companies do is to model the actual purchasing decision that customers have done when they go into retail stores to buy similar products.  If they require a salesperson to show them some of the differences, then they should see a live chat option on your website so that you can earn as many sales as possible.

Small companies can use them effectively also:

Of course there are times when you look at your employee roster and realize that there is a lot of expense in trying to cover a website 24 hours a day.  Fortunately, vendors like excel at providing third-party, seamless chat representatives that are trained in cross-selling and upselling.  The net result is a lower cost to cover your website and increased sales in most cases.

Live chat is one of the most important features of an ecommerce site.  When you choose your hosting provider, make sure that you find one that offers live chat capabilities in their platform.  If they can provide agents to staff your chat when you are not available, it can save you time and money.