Live chat has been existent for more than a decade now, but it’s only recently that companies realized its profound effect on website conversion rates. According to an article from, live chat is directly related to 38% of online purchases, while 62% of consumers who have used live chat said they would be more likely to purchase again from the merchant who provided the service.

So why is it that live chat can make a big impact in conversion rates? It has been suggested that live chat is the only way to provide real human interaction during an online purchase. In other words, customers needs their inquiries answered and get a sense of assurance about the product that they are about to purchase, which they can only get through a live chat.

Below are some helpful tips that can help make a more effective live chat support; feel free to use them as a guideline.

1. Provide customers with a transcript

Whenever customers chat with chat agents, they pick up useful information they may want to keep in their records. The problem is that most people don’t record every conversation, so this information can get lost.

Resolution: At the end of a live chat session, offer the customer to email a copy of the transcript for their records.

2. Use canned messages

When customers enter a live chat session, it is important that they are greeted professionally and with courtesy. However, it may take some time for your chat agents to type out these standard messages time after time. This is where automated canned messages can be really helpful.

You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile. Use this feature with sound judgment, since having too many canned messages can make your customers think that they’re talking to a machine instead of a real person.

Resolution: Create a set of professionally-designed pre-canned messages and train your chat agents how to use them.

3. Use targeted proactive chat

Sometimes, customers won’t initiate the conversation, so you will need to proactively identify individuals who may need help and then raise the chat window with them. Customers may refuse the offer to engage in live chat, but this is not bad. In fact, just raising the offer to chat is sufficient to convey a sense of goodwill.

Consider allowing customers to browse on your site for a time before raising the offer to chat. This will give them enough time to get oriented before being interrupted.

Resolution: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30-60 seconds.

4. Promote cross-department cooperation

Your chat agents should be considered an in-house sales and support department, which means they should understand all product lines within your company. This qualifies them to provide a more thorough perspective when dealing with customers — either as salespeople or as support personnel. Chat agents that know about all of your product lines can quickly identify upsell and cross-sell opportunities.

Resolution: Involve your chat agents in the same preliminary training program as the salespeople.

5. Check chat history for returning visitors

Chat agents may gain valuable perspective by quickly reviewing previous chats with an individual customer. This allows the agent to come up to speed on issues that the customer have discussed on his previous chat session(s), and to proactively follow up with any questions. Customers will appreciate the fact that they don’t have to repeat their previous problems to newly assigned chat personnel.

Resolution: Provide chat agents with previous chat transcripts, if available, for all incoming customer chat requests.



This entry was posted by Staff Writer on Saturday, March 12, 2016 at 6:27:13 AM and is filed under Mixellaneous.

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