Hi all, it’s been a while since my last blogpost. Today, I’ll write about the importance of using live chat when turning visitors into customers.
At QualityUnit, we performed a case study based on number of visits, average time spent and sales correlations. The results were quite unambiguous. 96% of visitors make a purchase at their first visit. At an average visit duration of 2 minutes and 30 seconds, an online vendor has only that much time to turn a visitor into a customer.
User-friendly design and competitive pricing are a must-have, but when it comes to advanced methods and ways of converting visitors, live chat is the next step.
As you can see, the vast majority of sales is made within the first visit. Integrating live chat button and setting up proactive live chat invitations is a crucial step in your way to higher conversion rates.
Chatting with an online sales representative may be a breaking point when it comes to purchase. A Chat agent can “force” a visitor to stay at your website and make a purchase as well. Depending on his or hers sales skills and available marketing methods, he/she can offer a client a limited discount and put the visitor on the spot. That way, a visitor double thinks about the offer and is more likely to make a purchase and spends more time at your website(instead of bouncing to your competitor.)
However, remember that not all of your visitors are looking for a purchase, they might be looking for information at your knowledge base or just browsing around. Chat invitations allow you to target visitors browsing specific websites with custom messages. We suggest optimizing live chat invitations mainly for your pricing and feature pages.
Once again, we highly recommend using live chat on any sales oriented website and to all who are looking for better conversion rates and increased sales. Find out more why live chat is a must have for any business website.
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