Looking for a way to directly connect with visitors to your online store? Use "Live Chat" or live conversation.
"Live chat" or live conversation is a web application designed for chatting or providing online assistance to visitors of your website.
This software enables instant assistance to users of your website through textual communication. More advanced forms also include video calls, audio communication, etc.
How does live chat work?
The software system is most commonly implemented with JavaScript code on the website, which uses cookies to track user activities. It consists of a text field and a dashboard that allows a person to respond to the conversation.
There are two types of live chat: proactive chat includes the independent appearance of a field for your notifications to the visitor, which they can respond to or not; broadcasting is a chat initiated by website visitors. If a customer contacts you outside of your working hours, they can still write a message, which you can respond to at the earliest opportunity.
Why use live chat on your online store?
If visitors to your website or potential buyers cannot find the necessary information about the products they need in real-time, they may quickly give up on the purchase and leave your website for the competition. Live chat can be of great help here. Studies in America and the UK have proven that live chat has the greatest impact on customer satisfaction and consequently on their purchase. Its percentage is as high as 73%, while email support is 61%, and phone support is only 44%. Customers who rank live chat first express satisfaction due to the following elements:
- convenient answers to questions are received instantly, while you can perform many other tasks simultaneously,
- it is the most effective method of communication.
Once you use "live chat," you realize how well it performs its function, providing better information than other means of communication (email, phone calls), it is an ideal way of communication for those who do not want to make phone calls, while also having control over the communication.
The biggest advantages of using "live chat"
It can drastically reduce the operating costs of an online store, as it saves employee time and reduces their number, lowers phone costs or overall call center costs, and employees can handle multiple conversations at once.
It is a competitive advantage, as most retail online stores do not know or use this option. Therefore, you can gain a significant advantage in connecting with visitors to your website who definitely want to buy a product. If they are satisfied with your responsiveness and answers, they will purchase the desired products or services from you. They may even become your loyal customers because of this.
Sales increase due to the availability of the seller and the possibility of consulting in case of additional questions.
It is a convenient application for visitors to your online store, as it allows instant assistance and reduces waiting time known from phone support. Through chat, you help them make faster decisions about purchasing products. During the live chat, they can also review your other offers and perhaps decide on an additional purchase.
Helps in additional promotion of the company and its products or services.
Online retailers gain additional information through interactive communication on how they can improve their business.
Online entrepreneurs who have added "live chat" or live conversation to their online store have experienced significant sales growth, some up to 40%. And this is only because they were able to answer visitors' questions related to product delivery, their size, and more, without them leaving their product page.
Many use the Olark technology, which has an existing Magento module and is an excellent solution for sales agents and customer service representatives.
There are many other similar options for help or live chat for Magento retailers, which have the same features (reporting, client communication, seamless integration, web application appearance, etc.), such as Zopim, which offers a 14-day free trial to first test its functionality.
