Every business strives to improve their conversion rates by finding new ways to generate traffic to their site. However, when it comes to converting potential customers into existing customers, this method has low success rates.
The best way to improve conversion rates is to focus on tweaking aspects of your customer support strategy. A great example of this is implementing live chat and providing real-time support to shoppers.
Small tweaks like this can completely transform your conversion efforts. In fact, companies who said that they’re focused on improving their customer service reported an 11% higher conversion rate than companies who don’t.
Your conversion rate is the percentage of visitors on your website that complete a desired goal (sign up for a trial, sign up for a subscription, buy a product) out of the total number of visitors.
A high conversion rate indicates that your marketing strategies are successful and that your product is easily attainable on your website.
Conversion rates vary by industry and business model, so you might have to do some research to see where you stand. A great resource for this is the Google Adwords Industry Benchmarks tool. However, conventionally a good conversion rate is somewhere between 2% and 5%.
Raising your conversion rate means that more of your site traffic converts to meaningful actions that grow your business, whether that means filling out a form to become a lead or making a purchase.
A low conversion rate could point to either of these problems:
Inefficient site design
The best way to improve your conversion rate is to reconsider your offer. If your customers aren’t buying what you’re offering, it might mean that the offer is either too expensive or doesn’t bring enough value to your audience.
The second step is to optimize your site for conversions.
– Lower price point
– Improve functionality
– Create extra incentives such as free shipping
– Create a simply irresistible offer that your customers can’t refuse
– A/B test different elements
– Use strong CTAs
– Review header copy and button/form placement
– Make sure your content displays properly on mobile
Apart from providing prompt answers to customers, it’s extremely important to value your customer’s time. If you want to win your customers over, make sure you’re aware of their past purchases and all their previous interactions with your company, regardless of the channel used.
By being prepared and knowledgeable, you’ll be able to wow your customers whenever they reach out to you for support.
Are you still struggling with low conversion rates, high bounce rates, or high shopping cart abandonment rates? If you answered yes, your potential customers are probably experiencing one of the following problems:
No on-site support
Complicated check out process
Your customers are just one Google search away from finding alternatives to your product. Don’t give them a reason to wander off.
Don’t make the check out process complex. Avoid creating too many steps, asking unnecessary questions, or requesting registration prior to check out.
Help out your customers in real-time. Answer any questions they might have about your products, shipping, or delivery to push them through the conversion funnel.
Research shows that adding a live chat widget to your website can lift your conversion rate by 27%. Depending on your industry, this number can be way higher. With live chat’s marginal costs, it’s a no brainer.
So how can live chat increase conversion rates so easily? Shoppers tend to have many questions when shopping online. However, there’s only a limited time frame in which they can be answered. If they don’t receive immediate support, they’re likely to look for alternatives and purchase from competitors.
Your customers may have questions that can be answered by conducting a simple search on your website. However, if they can’t find the info they need, they’ll be frustrated and disappointed.
Provide them with a designated place such as a customer portal where they can view answers to frequently asked questions (FAQs) about shipping, sizing, and more. This type of support is very valuable as it requires 0 effort from your agents, and it’s available 24/7.
If you see potential buyers on your site for longer than a few minutes, they’re clearly looking for something or conflicted about purchasing from you. Ease your customer’s worries by proactively inviting them to chat with you.
You can answer any questions they may have about your products or point them in the right direction.
Having a great product simply isn’t enough. Often times customers abandon brands because the level of service they receive is simply not good enough. Shoppers want to feel appreciated for doing business with your company. Therefore, to avoid churn and increase conversions, it’s important to create a customer-centric culture within your business.
With LiveAgent, your emails, chats, calls, social media mentions, and messages from other channels will end up in one universal inbox.
LiveAgent allows you to create multiple internal and external knowledge bases complete with FAQs, forums, articles, & suggestions.
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I first tried out Zendesk but after hours of configuration and understanding the price model i realized that it was not for me. Instead I started using LiveAgent and must say I’m so far very satisfied. The system got exactly the right amount of configuration that I want and I have not yet found something that is not possible to do. The support itself is great and usually answer your questions in a couple of minutes.” Erik
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“We and our clients were constantly having trouble with ZenDesk, but after looking at different options, we chose LiveAgent based on user reviews and its price.” Adam
“I used ZenDesk for years and I was tired of these “ticket-style” emails and that I can’t attach files to my emails, only send links. What I like in LiveAgent: it sends emails (not tickets), I can attach files, organize the flow of emails easier than in ZenDesk, can chat and manage emails from the same window. Also, LiveAgent supports spreadsheets in its emails and has a great support team.” Vlad
“We switched to this system after many years of using ZenDesk. The functionality is awesome: contact forms, live chat, databases, integration with social networks – all in one service and all these modules are well thought out and competently interact with each other. I liked that the service works stably even on mobile platforms (after ZenDesk this is a huge plus for us).” Olga
“Tried various solutions including Zendesk, Freshdesk and more. Then found LiveAgent. Great tool, good value for money, ease to use, great support and help to implement. And now, after several years of use, it is still the best choice for support tool that we could have done.” Michal
Integrate your favourite social media profiles into LiveAgent and reply to public comments on your posts, private messages, or Tweets directly from your account. Eliminate the need to follow and take care of multiple acounts on several portals and integrate them into LiveAgent. Facebook, Twitter, Instagram and Viber are all included in order to make the customer service as smooth, quick and efficient as possible.
Get an overview of your customer support department, the service you are providing and the satisfaction of your customers. See who is interacting with your company and monitor the happiness they are receiving. Focus on data, find out spaces for improvement and build on your powers. Bring a bit of fun to your company by enabling gamification features.
Create customer portals so your customers have a centralized area for editing their contact info, creating payments, and submitting tickets. Building comprehensive customer portal can decrease the ticket load and also help you to provide customer service 24/7/365 even when your agents are offline. Start by creating knowledge base, include the FAQs, forums and add feedback & suggestion widget at the end. Everything is fully customizable to match your branding guidelines.
LiveAgent is an advanced help desk system that can help you improve your customer service and conversion rates at the same time. Our software is competitively priced, and a steal considering the vast amount of functionality it offers. Try LiveAgent today.
LiveAgent is a powerful help desk software that helps you handle customer requests from multiple channels effectively and efficiently from one interface. Moreover, it integrates with your website and social networks. Thus, you can attract new customers, increase your conversion rates and improve your brand's awareness.
LiveAgent business benefits include increased customer satisfaction, customer retention, customer loyalty, and reduced churn rate, other than increased conversion rates.
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