Chat rooms and live chatting has such a juvenile reputation, one of deceit and frivolous conversation. But in e-commerce, live chatting can turn its reputation around, and yours. Consider utilizing a live chat function as a way to reach prospective customers before they reach your website, or move on to your competitor’s.
“It’s no longer about waiting for a website visitor to click on a chat button. E-commerce sites and brands can now initiate the conversation with their potential customers,” said Mariusz Cieply, CEO of LiveChat, a real-time software and web analytics tool for e-commerce sales and support teams.
LiveChat just released new engagement features that increase online sales conversions, such as:
- Intelligent Triggers: These identify the best prospects visiting a website and initiates a chat invitation with a personalized, custom message. These triggers can also be based on keywords, referring websites, location and any other combination of conditions.
- Conversion Meter: This measures how many chat invitations and session result in a successful purchase or membership sign-up, providing an ROI on an emerging sales channel. It also allows teams to measure results and adjust campaigns.
“For example, if a web shopper experiences an error on the checkout page or is browsing for more than three minutes, triggers can be set to instantly launch a chat session to engage that shopper,” Cieply said. “The end result is expanding sales by reaching visitors who are hesitating or encountering an error and might otherwise abandon a shopping car at a critical purchase point.”
Does live chatting with your customers really work? Well, France Telecom-Orange, one of the world’s leading telecom operators, saw a 10 percent gain in sales conversions after implementing a live chat option. Of the approximately 30,000 chats the company has each month, 10 percent of those result in a sale.
“With LiveChat, we’re able to pinpoint our top visitors in various stages of the shopping process,” said Monika Abramczyk, Project Manager at France Telecom-Orange. “And with a 10 percent sales conversion rate, our results speak for themselves.”