Live chat basically connects your customers at the crucial point when they are deciding to make a purchase or not, hence it plays an important role in increasing sales.
According to Anderson Consulting poll, nearly 62% of the consumers on the Internet said that they would make more purchases online if live chat were available for customer support. This not only increase the average order size but also a 30% reduction in shopping cart abandonment for retail sites that have live chat.
It would be simple to say that if a person cannot relate with a live person they might not even make a purchase. This is why 77% of the shoppers say that they would like to interact with a real person before cracking the deal and more than 50% say it was a lack of interaction that stopped them to make a purchase.
Part of it may be guilt also, because it is a bit tough to say no to a real person, however it is more likely the satisfaction which the shoppers feel when they are actually communicating with someone in real-time. This is something which even great social media presence can’t duplicate.
Benefits of live chat does not end up here. As if increased sales are not enough, surveys show that more than half of the customers are more likely to return to a website which offers live chat. These customers also indicate that live chat has been the deciding aspect in their purchase made.
Hence live chat is relatively a simple way to keep your customers happy engaged and coming back.
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