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live chat on my site for upselling and support.

by tzookb
11 replies
I just started to work on this area 2 months ago, and I have 5 new website,
not a lot of income but hopefully soon

I got a proposal to place a live chat agent on website, who could replay online to user support questions, or the better idea, to contact user, and give the some offers, or even up sell them.

what do you think about that kind of service?
will it profitable?
#chat #live #site #support #upselling
  • Profile picture of the author Doug Slaton
    I look forward to a chat function on a site when I'm struggling with something. Chat can be a very positive customer service support option because of the immediacy of it.

    Don't think most folks would like to get upsells when they're just trying to get something sorted.

    After a chat you could send a followup email asking how it went and then maybe inside the email have an unobtrusive offer.
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  • Profile picture of the author jamesrich1
    Hostgator will keep me as a customer for life just because of their live chat. It has helped so much when I run into any problems.
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  • Profile picture of the author obin94
    I think live support chat is an incredible feature and is something that customers love!
    However, I don't think that I would try and upsell in it because it will take the amazing customer service appearance away from your site.

    Hope it goes well!
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  • Profile picture of the author solae
    I think having a live chat is quite useful to your customers. However, I guess depends on your niche. I also agree with the person that it can be annoying if you are trying to resolve an issue and they are trying to sell you a service or product.
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  • Profile picture of the author David Keith
    live chat is a very powerful tool.

    i use providesupport.com on most of my web properties.

    but craftysyntax.com has a great open source code for providing live chat on your site.

    as far as using it for upsells... that does work... however you really need good salespeople and "closers" handling it for it to have a big affect.

    My experience with live chat has been that it has the biggest impact on shoppingcart abandonment than any other metric. But the mere appearance of a live chat icon will usually increase conversions even if it says "offline" and is never monitored.
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  • Profile picture of the author threezerozero
    live chat is definitely a useful feature to have for customer support. a lot of people value that quick human interaction without having to send an email or submit a help desk ticket.

    although keep in mind, i would stay away from the automated chats...where it only responds with menu options. i hate that, basically the same thing as a FAQ section on the website. live chat with a real person is points in my book.
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  • Profile picture of the author elexmedia
    Every business needs a good customer support.

    Just look at Zappos. They become big because of great customer support. It's easy for other people to clone the business and sell shoes online. Therefor, they make the customer services as their unique selling preposition. It has successfully made their business stands out from other competitors.
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  • Profile picture of the author bibs
    Live chat is definitely a plus. Looking for support will be faster and will gain customer satisfaction. One example is my hosting service, Hostgator. I love their service. If I have questions, I can quickly go to their live chat support for help. I'm not sure about the upsell..unless they ask for more details about your product then you can sell it to them.
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  • Profile picture of the author faisalmaximus
    If live chat supporting person is effective, then your convertion rate will increase and vice versa !!!
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  • Profile picture of the author realreview
    If you are using Wordpress you can use the clickdesk live chat plugin. It's free if you use Googlechat and don't have too many conversations a month.
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  • Profile picture of the author octars
    Agreed! Clickdesk for me is the best, from the price point and feature, they even allow us to have helpdesk too
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