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August 1, 2016

Being a Successful Online Business is a Matter of Live Chat Software

Almost every business establishment has either a website presentation, online Web store or social media profile. All of those serve the purpose of promoting your products and services to your current and potential customers. But since there are more and more customers trying to make purchases through online channels, businesses need to provide them with quality online support.

As technology rapidly evolves, many brand new technological solutions are presented to entrepreneurs. Live chat software is one of those technologies that can help you lead your business to success. It is not only simple to install and operate, but also affordable. Here is a compiled list of benefits to your business of using such software tools on your website.

Get Ranked Higher in Search Results


Live chat software is a perfect solution for generating leads and amassing customers. Leads are directly connected with your website traffic. If you want to generate leads, you need to drive more traffic to your website. The best way to achieve this is to get ranked higher in search results of popular Internet search engines.

Ranking algorithms of popular search engines, like Google and Bing, calculate the average time a visitor spends on a website. The logic is plain simple here, adding live chat to your website will keep visitors on your webpage longer, thus improving your website ranking in search results.

Convert Website Visitors to Customers

The fact is that not every visitor of your business website is a guaranteed customer. There are still many answers to the question of how to raise the conversion rate on your website. Live chat software is one of them. And it is certainly one that results in more concrete data that you can rely on. With this website upgrade, you will be able to resolve (potential) customer issues faster, because this tool allows you to see what the customer is typing in real time.

Also this software enables you to see which content is being viewed by the current visitor. All this information provides valuable and actionable data. For instance Live2Support live chat software even allows you to record and track offline messages, which can prove very useful when trying to tend to all of your customers’ needs.

Make Better-informed Decisions


Among the many possibilities live chat offers is tracking the metrics of your website and recording and storing chat transcripts. The unique ability to have access to your customers’ wants and needs at any time gives you the ability to analyze all of these interactions. This information can help you perfect your sale strategies and make well-informed business decisions.

There are also many other neat options this software includes. You can easily browse through chat requests, operator login hours and chat ratings to assess an operator’s performance. If you want to improve interaction with your customers, view post chat surveys to determine customers satisfaction levels.

Live chat software can also tell you the country the customer is from by viewing his IP address. It can also tell you if it is the first time the customer has chatted with your support. If he/she is a repeat customer, you can have the same person answer his/her question if the customer positively evaluated the previous chat. By finding out where the customer came from, you can get some insight into what he/she is looking for and use it to initiate the conversation.

Reduce Overall Costs and Improve Sales

If your business relies on customer support and you have a call center, you can expect to save on both employee task time and phone expenses after implementing this software on your website. By lowering average interaction costs, live chat successfully reduces average contact center costs. Also, you will be saving on hiring more representatives, because one representative will be able to handle multiple chats simultaneously with this software.

The waiting queue will be much shorter compared to one with a working call center, which leads to more satisfied customers. Having someone that can immediately assist your customers online through the sale process prevents your customers from bouncing away and ensures that shopping carts make it through the checkout. Customers enjoy purchasing from places where their needs are understood.

Direct contact with your employee through live chat software provides a perfect setting that your customer will enjoy. On top of that, your employees can always recommend additional purchases that are personalized by the insight your employee gained by talking with the customer.

Establish Long-Term Relationships


Long-term relationships are important in any business. Statistics show 62 percent of customers who have used live chat features tend to return to the same place they have previously made their purchase. Live chat will make your customers feel taken care of, and customers that feel that way will be less price-sensitive.

Providing your customers with the ability to chat with a person behind the company will result in a stronger connection to your business. That’s because it feels more natural to build connections with people than with pixels.

Passive data gathering, like daily and monthly website traffic, number of visitors with a unique IP, the geographic region your customer is from, their browser type and operating system can help you make necessary modifications to your business plan and marketing strategy. This data can also be very valuable when building a customer profile.

As you can see, there are many reasons to consider this option if you want to achieve success. Unlike many other innovations for business websites, this one offers immediate results. This form of customer support is the leading solution in the IT world and its speed and effectiveness can certainly make a noticeable impact on your business’ bottom line.


Robin is a Technical Support Executive. He is an expert in various LMS and employee training software. Currently, he is a resident learning management expert at ProProfs. In his free time, Robin enjoys cycling and sky diving.