Let your visitors tell you what’s missing from the page! Google Talk Chatback—get it here!
Live chat can allow you to hear from visitors who wouldn’t phone you. This may be for a number of reasons:
- because they don’t have access to a phone
- because they are in a public place (or at work) and don’t want to be heard
- because live chat doesn’t cost money
- because they don’t want to be stuck at the end of a phone waiting for someone to answer
or, perhaps most importantly
- because a phone call can be more of a “commitment” than a live chat.
We use LivePerson.com, which provides some great reporting tools. We’ve heard good things about Olark too. If you want a free tool, we’d recommend you check out Google Talk Chatback.
What you can learn from live chat…
- Which pages people are having problems with.
- Which products people are asking questions about.
- What are their main questions, concerns and objections.
- Which of your answers, reassurance and counter-objections persuade the visitor to take further action.
If your live chat is being provided by your customer service staff, you may choose to read through the transcripts of the chats on a regular basis, to look for insights that can be applied to your website.
An added bonus!: Using live chat may actually increase your conversion rate, because you (or one of your customer service staff) can personally help the customers to take action.
Article by: conversion-rate-experts.com
Check it out live in action HERE, easy live support setup and functioning.
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