How to Use Live Chat to Obtain Clients and Score Sales

If a website is a lobby, a live chat is akin to a hotel receptionist in the lobby waiting to greet you with a smile, answer your questions, and make a transaction… at least in the pre-Expedia days.

Live Chat is a box that is usually in the bottom right corner of a website. Some pop-up and make a “ding” sound and others just use simple identifiable iconography. Don’t confuse a Live Chat with a chatbot. A chatbot is an AI version of the Live Chat. These bots are usually bewildered at the most novice clients’ questions resulting in a canned “email our team at” message… Defeating the purpose of having a personal assistant in the first place.

    1. A live chat can give a company an edge over its competitors.

      It gives the customer a perceived notion of validation of the company’s brand if they go the extra mile by placing a receptionist they can reach out to. People understand the associated cost that goes along with this service technology and are more likely to stay. LiveChat Inc. for instance, gives you an edge by adding visitor information to learn about potential customers and file sharing so you can see the files the client wants to address immediately.

63% of customers said they were more likely to return to a website that offers live chat as opposed to one that doesn’t. [1]

    1. Keeping a client on your site via live chat is a 1UP on your SEO power.

      One of the search engine methodologies being implemented is Dwell Time. If someone stays or “dwells” on a site the engines assume that your content must be worthy of something… and not spam. Even if the client just decides to make small talk with the chat box or becomes a buyer this will in return bring in more clients since the time spent doing so improves your SEO.

A minute or two [of dwell time] is good as it can easily indicate the visitor consumed your content.  Less than a couple of seconds can be viewed as a poor result. [2]

    1. Brainstorm ideas from client input and sell, sell, sell!

      Come up with scripts and train your product specialist on your product or services to obtain clients. Feed the specialist with customer pain points questions that examine what the client is looking for. Remember, this can be an opportunity to better your with changes and expand your customer services potential. Also, if you are a small shop you can always hunker down and put a chat sales hat on. But with the growing statistics, it’s worth it.  

Studies show that 77% of customers won’t make a purchase if there’s no live chat support. [3]

A warm greeting from a receptionist at a hotel can now be encapsulated on a website. I refer clients to LiveChat Inc every time, and they have told me they love the CSS customization and the way it archives old chats. Gives your company a great bit of brand boost with live chat.

Written by Chris Lane Jones