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How Live Chat Can Improve Your Business’ Conversion Rate

Technology has improved nearly every facet of our everyday lives. It makes things simpler, faster, and more convenient. Online shopping, in particular, has exploded in popularity and continues to become customers’ preferred method of shopping. However, it has some serious downfalls. You can create fantastic descriptions of your products and make them sound incredible but, as a customer, reading a description of a product isn’t the same as learning from the source.

The Disconnect of the Internet

People are inquisitive, especially people shopping online. Many want to know everything they can about a product before they buy it, and standard descriptions don’t always cut it. This is where chat software really shines. When somebody visits your site, they can read about your product and read about your company, but a disconnect still exists. It’s just not the same as walking into a store, seeing (and even feeling) the products, and speaking with a representative in person.

Sure, if they wanted more information, they could pick up the phone and call you, but many customers are leaning away from that. Ironically, this is probably a result of our increased reliance on technology, and doesn’t seem likely to change anytime soon. It’s just too easy to visit a website, get the information you need, and make your decision without having to do anything but click a few buttons and scroll.

The Solution

Having live chat software on your website is essential. With the help of such software, you can close the distance between you and millions of potential customers. By communicating actively with your site’s visitors, you’re no longer relying on fixed content and product descriptions to sell your products. The power is in your hands as a merchant and business owner. This makes the experience organic and helps customers feel more comfortable about purchasing from you. It also gives you the opportunity to address and specific concerns a customer has that might not be listed under the product description.

In a brick-and-mortar store, a skilled salesman or saleswoman is able to gauge a customer’s interest without even speaking to them by reading the customer’s body language. If something in the store turns them off, you’re able to see it happening in real time and fix it for future customers. You don’t have this power with online shopping, which is another reason why chat software is so helpful. Even if the visitor doesn’t purchase anything, you can use their questions and responses to gain some insight into their experience on your website and make adjustments accordingly.

A Smart, Easy Investment

The reality is that there’s really no reason not to have chat capabilities on your website. Many different companies offer packages that are very affordable and easy to use, requiring very little, if any, technical experience to get it set up and running. Without it, you’re missing out on the opportunity to convert or, at the very least, learn from all the visitors of your website that are leaving without purchasing anything.

My advice? Every day you don’t have chat software on your site is a day wasted. Invest in reliable, compatible software and start engaging with your customers!

James Ander

James Ander is a customer service and marketing expert. He understands the power of communications and hopes to teach others about it, too.