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2 min read

CAN LIVE CHAT INCREASE SALES?

By Chris Smith on 16/06/22 11:19

The popularity of live chat is rapidly increasing, and it’s estimated to continue to grow by up to almost 90% in the next year or so.

This is because nearly 50% of people prefer to chat with someone in real-time and online.

J.D. Power found that live chat has become the leading digital contact method for online customers, with 46% of customers preferring live chat in comparison to email, social media or phone calls.

While many businesses consider live chat a customer service tool, often they overlook the fact that live chat can actually help to increase sales in the first place.

The immediacy of live chat helps both consumer focused and B2B companies quickly answer queries and move a person from being a potential lead into a customer.

We look at how live chat can increase your sales.

How live chat increases sales

According to Forrester, 50% of adults will abandon a purchase if you can’t give them a quick answer to their question.

If they have to send an email or request someone to contact them, it could be a missed opportunity to convert a lead into a sale. Having live chat allows the customer to get the information they need immediately, allowing them to quickly make a purchase decision.

A potential customer may also be checking out the competition, so a quick response makes all the difference.

Additionally, in some cases those who can interact with a company before buying will also spend more.

Forrester noted that there was a 10% increase in the average order value, when reviewing the sales from customers who engaged in a chat before making a purchase, compared to those that did not use chat.

According to CrazyEgg, 38% of consumers are more likely to buy from a company if they offer live chat support.

Plus, chat is a great way to bring visitors back to your website, as eMarketer discovered that 63% of customers were more likely to return to a website that offers live chat.

Retaining customers through live chat

Acquiring a new customer can cost five times as much as retaining an existing one, therefore offering a service which your buyers keep coming back to is key to the growth of your business.

A recent study reported that 79% of businesses said that implementing live chat resulted in increased customer loyalty, sales and revenue.

By increasing satisfaction rates, you can increase revenue. Comm100 discovered that 82% of customers were satisfied with their live chat experience, compared to just 61% of email users and a worrying 44% of phone users.

However, you need to respond quickly to live chat requests to improve rates. 1 in 5 are willing to stop using a product or service for slow response times via online chat (according to Forrester’s Raising the Bar).

Therefore, it is imperative the organisations who use live chat are able to properly manage and respond to enquiries quickly.

Here at Yomdel, our fully managed live chat services help you to respond to your customers 24/7.

Providing you with your very own trained team, they manage live chat on your website alongside enquiries from other platforms such as social media and email.

When it comes to customer service, feedback from consumers is clear. When something goes wrong, they want to be able to speak to a real person.

Topics: Live Chat customer service customer experience
2 min read

LIVE CHAT VS CALL HANDLING - WHICH IS MORE COST EFFECTIVE?

By Chris Smith on 30/05/22 11:39

When it comes to customer service, feedback from consumers is clear. When something goes wrong, they want to be able to speak to a real person.

Topics: Live Chat customer service customer experience
2 min read

USING LIVE CHAT FOR TENANT QUERIES

By Chris Smith on 27/05/22 16:31

Lettings and property management can be great additions to any estate agency.

Topics: Live Chat customer service customer experience
2 min read

HOW LIVE CHAT IMPROVES CUSTOMER EXPERIENCE IN THE INSURANCE INDUSTRY

By Chris Smith on 26/05/22 16:29

Customer experience (CX) is increasingly becoming a key differentiator when it comes to consumers choosing an insurer. With challenger brands springing up across life insurance to public liability, delighting customers throughout every stage of the insurer journey has never been so vital to keeping customers engaged.

Topics: Live Chat customer service customer experience
2 min read

HOW LIVE CHAT CAN HELP YOUR HOME IMPROVEMENT BUSINESS

By Chris Smith on 26/05/22 16:28

Whether you’re a building contractor, tradesperson, or any other type of home improvement business, introducing live chat to your website can help to improve sales, offer better customer service and take away some stress.

Topics: Live Chat customer service customer experience
2 min read

HOW LIVE CHAT HELPS YOU TO RETAIN YOUR CUSTOMERS

By Chris Smith on 05/04/22 16:00

For most organisations, the best customers are those who don’t just use your product or service on a single occasion. It’s those who come back continually, helping to advocate for your brand, and build your bottom line.

Topics: Live Chat customer service customer experience
4 min read

LOW ATTENTION SPANS AND THE RISE OF LIVE CHAT

By Tim Breden on 23/03/22 15:18

It probably comes as little surprise that a recent study by Microsoft found that the human attention span has dropped to just eight seconds, a reduction of 25% in just a few years.  

Topics: Live Chat customer service customer experience
2 min read

KEEPING LIVE CHAT SIMPLE

By Tim Breden on 22/02/22 11:05

Live chat is rapidly becoming one of the most popular ways for consumers to contact a business.

Topics: Live Chat customer service customer experience
2 min read

SPEEDING UP LEGAL INSTRUCTIONS VIA LIVE CHAT

By Tim Breden on 15/02/22 15:00

Whether you are a small family practice, or a leading magic circle firm, one of the biggest benefits you can bring to your business is speeding up the instruction process.

Topics: Live Chat customer service customer experience