Live Help: A Guaranteed Way to Increase Conversion Rates on Your
Site
A lot of website owners balk at the idea of offering a Live Help
service to their clients. Most sofware comes with a monthly
price tag, and this can often make it seem like an unnecessary
expense. However, the reality is that the benfits of Live Help
will invariably cover any investment several times over. Here
are 9 reasons why:
1. It creates an instant rapport with clients
Interacting with customers in real time is a great way to
establish trust. Live Help creates an immediate bond and sense
of loyalty in the client because it allows you to convey your
personality in a way that autoresponders and emails never will.
If you can charm a client over the course of a 2 minute chat
your site will hold a distinct advantage over the more anonymous
websites of your competitors.
2. It generates customer loyalty.
Once people feel that they have gotten to know you as a person
they are much more likely to turn into repeat buyers. You will
often find that customers often come back to chat after a sale
just to say hello and thankyou!
3. It improves response time.
It's normal for potential clients to have some kind of query
before buying and Live Help allows you to respond to questions
in a instant. Bear in mind that it only takes one unanswered
doubt in a customer's mind to kill a sale and it only takes a
second for them to leave your website. It really doesn't matter
how quick you reply to your emails, with your competitors only a
few clicks away by the time you've written one it could be too
late
4.It frees up your resources
Live Help is simply less time consuming than email. Which means
you have more time free for improving and expanding your
business.
5.It creates an aura of professionalism
It's true that a large number of people never use Live Help
services, but the simple effect of having an icon present should
not be underestimated. It's reassuring to see one even on a
sub-conscious level because it suggests seriousness and
sophistication. It also shows that help is available if needed
and that the website is run by real people!
6. It helps improve efficiency of website.
Most services provide visitor tracking with their Live Help
packages and this can be just as valuable as the chat function
itself. When you're able to trace customers' progress around
your site in real time it helps you to identify user patterns,
isolate under performing pages and improve the functionality of
your site.
7. It aids keyword research
Most services provide detailed information about the search
terms your customers have used in finding your site, as well as
identifying the referring urls. The internet is a fast moving
place and traffic trends can change on a daily, even hourly
basis. Unless you check your web statistics every five minutes,
it's easy to be caught out.
8. It provides pro-active options.
These usually comes as an optional extra in Live Help packages,
but if you decide to use them they can be a powerful tool. One
common function, for example, is the ability for you to initiate
a chat with a visitor, as well as the other way around. So if
you see that someone has been dawdling on a checkout page for a
long period of time you can make contact yourself and ask if
they require any help. This is ideal for snagging uncertain
customers who maybe on the verge of abandoning your site.
9. It animates your website
Not only for the customer, who has the option of instant
personal contact, but for you the webmaster. Running a website
can often feel like a somewhat anonymous endeavor. Web-stats may
provide us with relevent data, and of course emails do allow us
to interact with our clients. But with Live Help you witness
everything as it happens. Your previously invisible customers
suddenly become visible. Your once silent site suddenly starts
to talk to you. This can be hugely satisfying and encouraging on
a psychological level, particularly on days when actual sales
are slow!