{"id":14553,"date":"2018-03-29T10:12:23","date_gmt":"2018-03-29T08:12:23","guid":{"rendered":"https:\/\/mention.com\/blog\/?p=14553"},"modified":"2021-09-30T15:07:42","modified_gmt":"2021-09-30T15:07:42","slug":"live-chat-support-website","status":"publish","type":"post","link":"https:\/\/mention.com\/en\/blog\/live-chat-support-website\/","title":{"rendered":"6 Signs You Need Live Chat Support for Your Website"},"content":{"rendered":"\n

Few aspects of your business are more important than good customer service. The longer you keep clients around – and the happier you make them – the stronger your business becomes.<\/p>\n\n\n\n

And it begins from the very first touch<\/strong> – the moment a prospect arrives on your website. If you can capture their attention and help solve their problems, you increase the likelihood that they become a client for good.<\/p>\n\n\n\n

The easiest way to do this is with a good live chat interface. But getting started can be a big hurdle.<\/p>\n\n\n\n

To help convince you, we\u2019ve identified 6 key signs that installing a live support widget will definitely make an important contribution to your bottom line<\/strong> and boost your customer satisfaction levels.<\/p>\n\n\n\n

This post will be useful for e-commerce<\/strong>, SaaS business<\/strong> owners, freelance<\/strong> professionals, and any business or institution with an online presence<\/strong>.<\/p>\n\n\n\n

So what are the indicators your website is crying for a good live chat? <\/p>\n\n\n\n

\"live<\/figure>\n\n\n\n

1. Abandoned carts\/checkout pages & uncompleted signups or installations<\/h2>\n\n\n\n

These mean visitors feel lost or are hesitant about completing the desired action.<\/p>\n\n\n\n

Use a live chat with proactive triggers (for instance, HelpCrunch<\/a>, Olark<\/a> or Zendesk Chat<\/a>) and resolve their doubts on the spot.<\/p>\n\n\n\n

AMA report shows that visitors who engage in a live chat, are 3 times more inclined to buy. Live support allows for a real-time personal interaction with shoppers, which raises the probability that they will buy.<\/em><\/p>\n\n\n\n

Use analytics<\/strong> (Google Analytics<\/a> is free to install) to determine at which moments people bounce from completing crucial actions and act with a tailored proactive message before that happens next time.<\/p>\n\n\n\n

Let\u2019s say you detect that on average those people who don\u2019t convert spend 20 seconds on a certain page without doing anything, so trigger a proactive message earlier. e.g. after 10 or 15 seconds.<\/p>\n\n\n\n

Abandoned cart<\/strong><\/h3>\n\n\n\n

This is a sign that a customer may be confused by the product description on your site, shipping costs, return policy, or simply is searching for a better deal. First, with a live chat, the visitors can contact you and tell you about their uncertainties. Or you can step in and relieve all potential doubts and\/or encourage customers with a discount.<\/p>\n\n\n\n

Abandoned checkout<\/strong><\/h3>\n\n\n\n

People may be simply unsure how to complete the payment or worry about their data security.  Offer to walk them through the buying process, answering questions along the way.<\/p>\n\n\n\n

\"live<\/figure>\n\n\n\n

Some companies use email follow-ups to save abandoned carts but it’s much more effective to \u201cstrike when the iron is hot\u201d <\/strong>and the visitor is still on your site.<\/p>\n\n\n\n

Uncompleted<\/strong> signup<\/strong><\/h3>\n\n\n\n

One of the top concerns during signup is the fear of automatic billing or data breach. Live support can help you clear these doubts for people, by giving further information.<\/p>\n\n\n\n

Tip<\/strong><\/h3>\n\n\n\n

It\u2019s better not to ask for the credit card details during the registration – it deters a lot of potential customers because they are anxious about giving their sensitive data to brands they don\u2019t know well.<\/p>\n\n\n\n

Uncompleted installation<\/strong><\/h3>\n\n\n\n

In the case of a multi-step installation wizard, use analytics to detect which step takes a long time and shows a higher bounce rate – and offer a helping hand. <\/p>\n\n\n\n

\"live<\/figure>\n\n\n\n

2. You’re a software startup and need to validate your growth strategy<\/h2>\n\n\n\n

If you recently launched, you usually don\u2019t know exactly what questions clients will want to ask you or which features they require most.<\/p>\n\n\n\n

This is the best time to use live help as it provides you with direct access <\/strong>to their opinions and concerns plus it is the fastest way you can talk to your clients at scale (you can speak on a phone with just one person while the chat lets you talk to a number of people at the same time).<\/p>\n\n\n\n

Collect feature requests, customer feedback, bug reports, monitor people\u2019s reactions to your pricing policy, check if your value proposition is clear and whether your site needs improvement.<\/p>\n\n\n\n

Choose a chat widget with<\/strong> unlimited chat history<\/strong> where all interactions with a given person are stored in the same thread for easy access.<\/p>\n\n\n\n

Such human conversations will help you identify the real needs <\/strong>of your clients, react promptly and point you in the right direction as you work to optimize your products, services and marketing planning.<\/p>\n\n\n\n

Tip.<\/strong> Make sure you\u2019re listening to the right people, i.e. your paying clients. They are interested in the long-term value of your product and give relevant feedback.<\/p>\n\n\n\n

3. You\u2019re a freelance entrepreneur<\/h2>\n\n\n\n

You work on your own and you don’t have a dedicated support team.<\/p>\n\n\n\n

Live chat lets you comfortably do support yourself, make useful connections<\/strong>, market your products – and all this with great flexibility<\/strong>.<\/p>\n\n\n\n

You can give a vital personal touch to your clients without being detached from your working routine as a live chat makes multi-tasking <\/strong>possible.<\/strong><\/p>\n\n\n\n

\"benefits<\/figure>\n\n\n\n

The same is valid for your customers:<\/p>\n\n\n\n

51% of consumers favor live chat for the possibility of multi-tasking and 21% say they appreciate live chat because it allows them to shop while they work (eConsultancy report<\/a>).<\/em><\/p>\n\n\n\n

And whenever you\u2019re too busy to talk, just hide the widget from your website. You can also set operating hours and the widget will automatically switch on and off depending on your settings.<\/p>\n\n\n\n

Alternatively, when you\u2019re not available, you can activate an<\/strong> offline form <\/strong>with a message inviting people to provide their contact details and leave their message to follow up later via email. There are live chat providers who allow this multi-channel communication, e. g. HelpCrunch<\/a>.<\/p>\n\n\n\n

One more asset of a live chat is that it lets you talk to people from your mobile<\/strong>, wherever you are.<\/p>\n\n\n\n

4. You know too little about people on your website<\/h2>\n\n\n\n

Live chat lets you collect and analyze important insights <\/strong>about your onsite visitors to better identify your customer persona and foster your acquisition and targeting efforts.<\/p>\n\n\n\n

For instance, you can track:<\/p>\n\n\n\n