Are you generating plenty of website traffic but can’t figure out how to convert that traffic to paying customers? You’re not alone. Many companies struggle with improving their online conversion rates.
When looking to improve your online conversions, one very important area to consider is your customer support practices. How can online visitors get their questions answered, quickly, so they have the confidence to complete their transaction?
There are a number of support options including self-service help online, phone, email and live chat. Consumers’ preferences are constantly changing, but if a consumer has a particularly positive experience with a certain channel, then this channel naturally becomes their “preferred” choice. Regardless of the channel, their standard for customer service is the same across all interactions.
Online customers are becoming more and more adaptive to the multi-channel interactions offered in today’s world. Each channel offers its own unique benefits pertaining to factors such as response, resolution times, customer satisfaction, and also conversion rates. Having these multiple channels can be difficult for some companies who would rather focus on their core competencies which is when outsourcing some or part of your customer support is beneficial.
The Live Chat Effectiveness Report 2013 unveils various underlying trends pertaining to online shoppers. Retailers can leverage the crucial insights given in the report to improve the way they interact with customers and improve the profitability of their websites.
Among the channels used for customer interactions, Social media is emerging as a very important communication channel for providing sales and support services. Live Chat is also continuing to grow with 17% of online shoppers preferring Live Chat over any other mode of communication in 2013.
At Etech, we have witnessed a substantial increase in online conversions with the implementation of Live Chat Services on our clients’ websites.
Some key facts about Live Chat revealed in the Report(1) include:
1. 77% of the online shoppers stated their customer experience as good or excellent when they used Live Chat for interaction with retailers.
2. 25% of respondents say thatseeing live chat on an Internet retailer’s site makes themmore likely to purchase.
3. 64% of respondents have positively responded to the practice of proactive chat.
4. Regarding the chat usage, 52% of respondents accepted that they have engaged in Live Chat in 2013.
5. After far as usage of a particular communication channel by geographic region is concerned, 27% of the regular online shoppers in United States prefer Live Chat.
If you would like to convert more of your website traffic into paying customers, start by reviewing your customer communication channels. The inclusion of live chat could be just the tool you need to make a big difference to your online profitability.
Chart Reference: Live Chat Effectiveness Report 2013