Increase conversion rates with LiveAgent
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.
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What are conversion rates?
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.
What's a good conversion rate?
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%.
How to improve your conversion rate
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
Non-enticing offer
The first steps to improve conversion
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.
Reconsider your offer
- Lower price point
- Improve functionality
- Create extra incentives such as free shipping
- Create a simply irresistible offer that your customers can't refuse
Optimize your site
- A/B test different elements
- Use strong CTAs
- Review header copy and button/form placement
- Make sure your content displays properly on mobile
Still lacking conversions?
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:
Complicated check out process
No on-site support
Lack of real-time support
Indecisiveness
It's all about reducing customer effort
Your customers are just one Google search away from finding alternatives to your product. Don't give them a reason to wander off.
Simplify the checkout process
Don't make the check out process complex. Avoid creating too many steps, asking unnecessary questions, or requesting registration prior to check out.
Provide omnichannel support
Give your customers multiple ways to contact you and provide prompt support across all channels. Utilize knowledge bases, customer portals and FAQs for self-service options.
Chat with customers in real-time
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.
Utilize proactive chat invitations
Your customers might be on the fence about contacting you, but if you reach out, they're bound to ask the questions that will help them make up their minds about their purchase.
Increase conversion with the click of a button
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.
Provide self-help options
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.
Be proactive
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.
Be knowledgable in every interaction
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 your for support.
The level of service you provide reflects on your product
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.
Better service is worth more
86% of customers are willing to pay more for a better service experience.
Brand ambassadors
The better experience you provide, the more likely your customers are to recommend your business to others.
Higher customer LTV
The more satisfied your customers are with your service, the more they'll purchase.
Bad service spreads like wildfire
Customers that have a bad service experience are 50% more likely to share it online with others.
LiveAgent is more than just a tool for increasing conversions
LiveAgent is packed with more than 180 advanced help desk features including a built-in call center, a ticketing system, knowledge base builder, and a reporting dashboard. Check out some of our favorite features that'll help you increase conversion rates and improve your customer service.
Email ticketing
With LiveAgent, your emails, chats, calls, social media mentions and other channels will end up in one universal inbox. Read more...
Knowledge base builder
LiveAgent allows you to create multiple internal and external knowledge bases complete with FAQs, forums, articles, & suggestions. Read more...
Voice & video calls
Build virtual call center as part of your multi-channel help desk solution. LiveAgent centralizes phone calls from your website or landline into a single place. Read more...
Social media channel integrations
Integrate your social media profiles into LiveAgent and reply to comments, private messages or Tweets directly from your account. Read more...
Customer portal
Create customer portals so your customers have a centralized area for editing their contact info, creating payments, and submitting tickets. Read more...
Analytics & reporting dashboard
Get an overview of your customer support. See who is interacting with your company and monitor the service they’re receiving. Read more...
What makes our help desk software the right choice?
Most reviewed and #1 rated
LiveAgent has been the most reviewed and #1 rated help desk software for small businesses in 2019-2020.
Preferred by 21K businesses
Over 21,000 businesses across various industries have chosen LiveAgent for their customer support needs.
Packed with 180+ features
With 180+ features, 40+ integrations and endless customizations, the tool easily adapts to your business requirements.
Cloud-based and secure
Fully cloud-based, secure, easy to set up and use. Get started with LiveAgent in minutes.
Price to value ratio? Second to none
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.
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For businesses of all sizes and professional marketers
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For businesses of all sizes and professional marketers
LiveAgent combines excellent live chat, ticketing and automation that allow us to provide exceptional support to our customers.
Peter Komornik, CEO
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