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More Businesses Should Start Using Live Chat

by Khloe Hunter
30 replies
Users are always on the lookout for new and innovative technology. If a company can provide timeless products by integrating the latest and upcoming technology, they will have the upper hand in the market. 'Live Chat' is an excellent example of one such technology.
I've developed a very bad habit of doing excessive online shopping, and, I've encountered all types of online stores. If need information about a product and I can't find the Live Chat option or I feel that there's no means of instantly getting in touch with customer support, majority of the time I end up abandoning the online store.
From what I've experienced, I feel that businesses that haven't integrated 'Live Chat', could be losing potential customers on a daily basis.
Still have doubts? Below I've rounded up the top benefits of using Live Chat for your websites and eCommerce stores.
  1. Engage Your Users in Real-Time
  2. Enhance Your Pre-Sale Strategy
  3. Optimize and Shorten Your Sales Funnel
  4. Improve The Customer Experience
  5. Provide Instant Support

Share your thoughts.
#businesses #chat #live #start
  • Profile picture of the author Bri784
    I agree that they are worth having but in my experience most websites/businesses dont have the resource to manage them. The business needs to have the diciplne to have someone online, trained and knowledgeable otherwise they can do more damage than good in my view.
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    • Profile picture of the author Khloe Hunter
      Well once you have the right resources, Live Chat is a very powerful tool. You're right about no one being available even though you have Live Chat. But once you have that covered, I think you can generate positive results.
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  • Profile picture of the author Mo Goulet
    You can download a free facebook chat plugin and it works better than anything I know on the market. You can send a message and I'll receive it within minutes on my computer or phone.
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  • Profile picture of the author professorrosado
    My best conversions have come from live interaction with a potential client. Facebook messenger for facebook comments and post replies and live chat plugin for my landing pages is a sure winner.

    I have also seen the live chat used by a large travel agency to great effect. The staff work on their day to day tasks and monitor the chat in order to quickly answer any questions from visitors - absolutely gold!
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    • Profile picture of the author Steve L
      Originally Posted by professorrosado View Post

      I have also seen the live chat used by a large travel agency to great effect. The staff work on their day to day tasks and monitor the chat in order to quickly answer any questions from visitors - absolutely gold!
      I've encountered a lot of businesses that aren't willing to commit to this channel. Their staff is already busy answering phone calls and email. It's a tough sell getting them to also answer instant message chats within 20 seconds.

      IMO, for it to really work, they'd need dedicated staff for the chat and most clients I've come across aren't willing to put in that kind of investment.
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      • Profile picture of the author Khloe Hunter
        There are also businesses that noticed a boost in their sales after incorporating Live Chat. I think it all comes down to having dedicated live chat agents. I also think that you can use AI chatbots for answering general queries and collecting customer data.
        -your bot will be available 24/7
        -you will be able to generate first part data
        -you will be able to get back to customers with the data that you've collected and answer their queries
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  • Profile picture of the author Profit Expert
    What i have found is : Visitor coverts into client in first 40 Seconds of interaction. If you respond him quick and to the point. He is going to give you money in long run. so yes live chat helps alot in conversions.
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  • Profile picture of the author nshep
    I actually disagree. I find live chat one of the most annoying features on websites alongside with desktop notifications. Maybe I'm just getting old but I find it a huge turnoff having to close so many requests before getting to the actual information.
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    • Profile picture of the author Johnny12345
      Originally Posted by nshep View Post

      I find live chat one of the most annoying features on websites alongside with desktop notifications. Maybe I'm just getting old but I find it a huge turnoff having to close so many requests before getting to the actual information.
      I agree. That's why I think the best use of real-time chat is to wait for the website visitor to ASK for help. Then, if you offer real value, you have a strong chance of gaining a customer.

      John
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      • Profile picture of the author max5ty
        Originally Posted by Johnny12345 View Post

        I agree. That's why I think the best use of real-time chat is to wait for the website visitor to ASK for help. Then, if you offer real value, you have a strong chance of gaining a customer.

        John
        Actually, the whole chat idea isn't waiting for your visitor to ask for help.

        There's so many websites out there it's crazy. Websites that are scary to enter because they haven't had a visitor in years...or decades.

        The chat thing...as I talked about in a post above...is to show a human face to the site and let the viewer know there's actually some action going on.

        It's like if someone walks into your business and nobody talks to them...or there's not another live person anywhere around.

        Bots are taking over.

        Learn how to use them and you can make your site come alive without having to monitor it 24 hours a day.
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        • Profile picture of the author Johnny12345
          Originally Posted by max5ty View Post

          Actually, the whole chat idea isn't waiting for your visitor to ask for help.

          There's so many websites out there it's crazy. Websites that are scary to enter because they haven't had a visitor in years...or decades.

          The chat thing...as I talked about in a post above...is to show a human face to the site and let the viewer know there's actually some action going on.
          First of all, Max, what are you doing here in "general population"? You know you're not allowed out of the Copywriting section.

          I wasn't talking about how bots ARE being used. I was talking about how I think they SHOULD be used.

          So, often, I'm trying to consume a website's content but a chat bot insists on bothering me and covering part of the screen.

          Personally, I like it better when the bot WAITS for me to ask for help. In that case -- since I initiated the contact -- the bot has my full attention.

          But, when I'm randomly pestered by one, my only thought is how to close it as quickly as possible.

          John
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          • Profile picture of the author Princess Balestra
            Originally Posted by Johnny12345 View Post

            First of all, Max, what are you doing here in "general population"? You know you're not allowed out of the Copywriting section.

            I wasn't talking about how bots ARE being used. I was talking about how I think they SHOULD be used.

            So, often, I'm trying to consume a website's content but a chat bot insists on bothering me and covering part of the screen.

            Personally, I like it better when the bot WAITS for me to ask for help. In that case -- since I initiated the contact -- the bot has my full attention.

            But, when I'm randomly pestered by one, my only thought is how to close it as quickly as possible.

            John
            For sure there be zero point in Planet Random Slapass.

            Less'n you can figure the superdinky leisurewear, I guess.

            Thing is, most people ain't no kinda experts with no needle & thread that way.

            Which is why plenty cosplay stuffs jus' looks RIDIC-YAW-LOUSE.

            Huh!

            Such are the travails of DRESSIN' UP.

            "We nailed our victimization costooms so sweet -- like we KNEW we would be exploited 100%. Either we're savvy, or stoopid -- or we so smart, we dawant CARE!"

            Gotta figure Jennifer Aniston was right when she said, "hey, please, people -- for sure I don't want infinitely quotable meaninglessness zipping forth from my ass to random effect without my say so."

            Plus then she got quoted sumplace she nevah wannah -- despite inherent fame slappin' outta her ass.

            So yeah she is thaaaht person ...
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          • Profile picture of the author max5ty
            Originally Posted by Johnny12345 View Post

            Personally, I like it better when the bot WAITS for me to ask for help. In that case -- since I initiated the contact -- the bot has my full attention.

            But, when I'm randomly pestered by one, my only thought is how to close it as quickly as possible.

            John
            I definitely feel you on that one.

            They say statistics show...blah, blah, blah...about this and that works. Prob works on some (like pop-ups), but I feel the same way you do when it comes to stuff popping open.
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        • Profile picture of the author Khloe Hunter
          Absolutely right max.
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  • Profile picture of the author dave_hermansen
    We just had a conversation about this in our Facebook group. For the most part, people agree that you get more conversions with Live Chat but that it is extremely time consuming, having to monitor it constantly. They all agree that phone calls convert better and take far less resources to man.

    In the end, you need to figure out if the time is worth it in your particular niche. You only have to answer the phone when it rings, whereas you have to monitor chat all day long. Of course, if you are selling internationally, chat is the only answer because people will not want to make expensive international calls to you.
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  • Profile picture of the author Bjarne Eldhuset
    If you add a Live Chat icon to your website, it is very important to understand what expectations this gives your audience.

    Here are some interesting comments found online:
    (https://www.superoffice.com/blog/live-chat-statistics/)

    However, the speed of response is incredibly important.

    Forrester's Raising the Bar report found that 1 in 5 customers are willing to stop using a product or service for slow response times via online chat.

    So, how quickly do customers get their questions answered through chat?

    Well, the average response time for emails is 12 hours.

    For social media, it's 10 hours.

    By using live chat, your customers can get answers to their questions in two minutes.

    If you respond, that is.

    In our study of 1,000 websites, we found that 21% of all live chat requests were ignored.
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  • Profile picture of the author max5ty
    A lot of the businesses that you think are using live chat aren't.

    With AI and Machine Learning now, bots can seem like real people.

    I have a couple businesses that use bots and I can guarantee you that you wouldn't know you were talking to a bot.

    IBM Watson...Dialogflow, just a couple of the platforms you can use.

    We use Dialogflow which uses Google's Platform. The bot uses Machine Learning and grows up the longer it's in use.

    We use voice bots and typed bots (for a better word).

    Anyways...

    it's a great thing to offer a business if you take the time to learn the platform. Learn how to create bots and you can make a fortune.

    Dialogflow bots can also be used with Messenger.

    Obviously, I'm not affiliated with Dialogflow as it's owned by Google. But take a look at it if you're interested. Some of the biggest companies in the world use it for "live" bots.

    https://dialogflow.com/
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  • Profile picture of the author Princess Balestra
    Beats DeadChat, I guess.

    Here's where specters in the masheen compete with people got nuthin' to say for the chance to win zero prizes of no frickin' value whatsoevah.

    Main thing is ... max discourse kisses sweet between like minds, rest is jus' random datin' rompin' high on minimal consequence.

    "Can we add you to our channel?"

    "Not if you gonna sh*t crapola MY WAY on a Timesink-the-hell-outta-Moi ticket, THANKS."

    Natchrlly, most Way Tech Meetup aids don't say it zackly this way -- but once you sucked into their Noplacehole BLEEP BLEEP BLEEP slavesocket, likely 'tis only then how you figure what CONVENIENCE means.

    Nowan listens anyways.

    How many conference calls you been on where any kinda ability to confer after the event is kinda same as if nuthin' evah happened?

    "Yes -- but I recall specifically telling you about THE VISION!"

    "Plus also I recall wonderin' what smack you on or BY WHICH minor daemon FROM BEYOND you been ('POSSESSED' is a trope here, so forgive Moi) SAVED FROM YUSSELF."

    tbh I prefer my blancmance marzipan disasters dead at my feet steada lost off in TECH MEETUP = INSTANT COMMUNION schwango.

    Problem with that?

    Gotta be glad I ain't immunizin' nowan's kids against a whole buncha killah diseases.

    I may be an angel, but I got a refrigeratah of kinda cheese an' beer an' stuff to maintain.

    Plus ... Arnie is always free for a pec shot gonna transform ANYTHIN'.
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  • Profile picture of the author IGotMine
    As marketers, we have a skewed perspective.

    Like pop-ups - hate them personally, but use them commercially.

    Because they work.
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  • Profile picture of the author medicineman
    With everything going to "satisfy me immediately", I think a chat bot would work until you could get to the customer yourself and start interacting with them.

    Actually, it has been, "satisfy me immediately" for a while now...☺


    If a site has a "FAQ" section, that may preclude the need for a live chat.
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  • Profile picture of the author Michael Harrington
    So true.
    I have a website with a live chat connected, and conversions have increased 35% in the last 6 months.
    Definitely worth it
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  • Profile picture of the author professorrosado
    Another point, I think many miss but shouldn't, is that your live interaction chat should be part of your demographics for your particular niche or product. The question is, is my target traffic looking for quick help in order to buy or are they more likely to be independent and navigate to the page(s) of interest and then decide?

    Understanding how your target converts is just as important as targeting.
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    • Profile picture of the author dave_hermansen
      Originally Posted by professorrosado View Post

      Another point, I think many miss but shouldn't, is that your live interaction chat should be part of your demographics for your particular niche or product. The question is, is my target traffic looking for quick help in order to buy or are they more likely to be independent and navigate to the page(s) of interest and then decide?

      Understanding how your target converts is just as important as targeting.
      Likewise, is your demographic going to be more apt to contact you by phone, rather than via chat (and are they using a phone or a PC to navigate your website?)? If you are selling to older people (you know, the ones who have the most disposable income), they not only prefer to talk to someone over the phone, many insist upon it. Chat is a Z-generation phenomenon - something that works extremely well if you are selling to that demographic and one that, while chat pop-ups are still annoying, they accept.

      It's like everything in eCommerce ... you need to split test it and see what works best for your site, weighing it against the time it takes to properly man (and yes, I understand that chat bots work fine for some very low-tech sites, but not for ones with high ticket products or complicated products).
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  • Profile picture of the author professorrosado
    No one solution is a good fit for every business. Solutions need to be custom fit to any business and optimally an outcropping / evolution from their own marketing leaning, experience and strengths.
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  • Profile picture of the author writeaway
    Given the features of Facebook's MESSENGER and (1) how it can be automated and (2) how seamlessly it can be integrated to BOTH websites and SMM free and paid campaigns, I don't understand why people would WASTE money on other options....
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  • Profile picture of the author Skywriting
    Originally Posted by Khloe Hunter View Post

    Users are always on the lookout for new and innovative technology.
    They are just looking for value. Old stale value is fine too.
    I still use Google search and it's pretty much that same
    over the past two decades.

    Through interaction you detailed, you can learn 10X more about your customers.
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  • Profile picture of the author Cloudways
    Live Chat is a must for businesses but there are few things you should consider:

    1. Offering live chat means customers will expect quick reply and 24/7 availability.
    2. This could increase the load on chat agents, so you will need a team for this
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    • Profile picture of the author Skywriting
      What you can learn from your prospects if you work on it, is invaluable information about them.
      The language they use, the emphasis on topics, the depth of their objections, etc.
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  • Profile picture of the author mikigun
    Originally Posted by Khloe Hunter View Post

    Below I've rounded up the top benefits of using Live Chat for your websites and eCommerce stores.
    1. Engage Your Users in Real-Time
    2. Enhance Your Pre-Sale Strategy
    3. Optimize and Shorten Your Sales Funnel
    4. Improve The Customer Experience
    5. Provide Instant Support

    Share your thoughts.

    Keyword based autoresponder app actually provide exactly the same benefits. But all done automatically. User text you keyword and an app reply with predefined answer (text. url. video etc) No need to spend time and resources

    Originally Posted by Cloudways View Post

    Live Chat is a must for businesses but there are few things you should consider:

    1. Offering live chat means customers will expect quick reply and 24/7 availability.
    2. This could increase the load on chat agents, so you will need a team for this

    Keyword based marketing apps / bots works 24/7 and do not require chat agents
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