Improving Website Conversions with Live Chat

If you are anything like our team members, you like to take advantage of conveniences whenever possible. When it comes to creating convenient communication at your integration business, it’s important to think about it through the lens of your client or prospect.

In today’s challenging business environment, it’s never been more important to communicate the way your client wants to communicate when they want to communicate. They have lots of options and they will likely be tempted to find a product or service provider that communicates well on their favorite platform: phone, email, text, and even live online chat on a website.

Let’s take a look at a few reasons why your customers want an online live chat option on your website.

High customer satisfaction ratings
Immediate answers while sitting at their computer
Ability to research online as soon as a chat message provides details about their question
Ability to click a specific, link that’s provided in the chat without randomly searching on Google
Integration to CRM so your team can properly respond to their inquiry in the future without having to re-ask their entire question
Real answers and communication

It’s important to consider offering as many communication paths as possible with your customer or client. Not offering their preferred method of communication could result in them seeking answers to their problems elsewhere. Proving a chat window could be that extra convenience that they want in order to get fast, accurate answers to their questions. Some see an email as too slow of a process. Others see a phone call as too long of an investment of time for a simple inquiry. The reasons vary, however if chat is their preference, it’s relatively simple to offer the communication platform.

Along with the good reasons to use live chat comes a short list of considerations to adding the platform. Your website hosting platform likely has several compatible live chat platform integration options. From WordPress to HubSpot and every other service, chat is a popular add-on request.

However, before you ask your website administrator to activate a chat platform, be sure you have a plan to answer the chat messages that come in. It’s important to respond quickly and with accurate answers. Be sure there’s the proper staff in place to meet the demand. Consider how questions will be handled that can’t be answered by the person(s) responsible for answering the chat inquiries. And when a chat message comes in after hours, will the system provide an automated reply, or will there be someone assigned to the chat system around the clock?

Aside from website integration, which should not be a challenge, consider integration into your CRM system before you make a platform decision. In HubSpot, for example, chat messages are automatically added to the HubSpot CRM system for review later if necessary. This can be helpful when multiple people are helping the same client.

Here are 5 considerations to selecting a live chat platform

Website compatibility and ease of integration
Who will answer the chat message?
Process management for redirecting chat inquiries
Integration to CRM
Recurring cost

Let’s Chat

Need help selecting the right chat platform for your business? Vector Firm's Content Marketing team can help. Watch the video below and schedule a discovery call today.

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