Actionable Optimisation #9 – How to use Live Chat to grow your business

 July 2, 2020

By  Will

How can Live Chat Boost Conversion Rates, Reduce Bounce Rates, and Generate a Wealth of Customer Feedback

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Live chat is great isn’t it! I know it’s my go-to method of contacting a company if I need help, and it’s the same for millions of customers around the world. A whopping 73% of consumers would choose live chat over any other channel!

If that alone doesnt convince you, what other benefits to live chat are there?

  1. Reduced bounce & exit rates 

These are the dreaded statistics people look at which tell them how many people abandon their site at various stages in their journey. Having live chat asking ‘Have you found what you’re looking for?’ can reduce bounce rates and even increase conversion. What makes it even better? You’ll gain valuable feedback from your visitors, which will allow you to improve your site and reduce those bounce rates without the need for chat.

  1. Improved Conversion Rates & Sales

The important one really isn't it? This is what we’re all here for. Better conversion rates, more sales, more revenue.

31% of online shoppers in the UK and US say they’re more likely to purchase after using live chat. Which makes sense really doesnt it? If a visitors questions are answered quickly and they get what they need, they’re more likely to complete the goal they came to your site for in the first place right?

  1. Increased Customer Feedback

I touched on this earlier, but it’s so important it deserves its own note.

Customer feedback is vital for any business to improve. If you can get existing customers, as well as site visitors to tell you why your website sucks, you’ve got the exact qualitative feedback required to fix your website. This leads to lower bounce rates (mentioned above), better conversions (mentioned above), and allows you to improve other areas of the business, e.g. shipping information, and of course, this all feeds back into customer service giving your agents even more information to work with.

Convinced yet?

So how do you go about implementing live chat?

Well, fortunately there are a bunch of great companies for it such as Zendesk, Intercom, Drift, and Groove (integrated with Olark). Just install the widget, run through the basic set up such as the default welcome message, and you’re good to go!  (ok well obviously there’s staff training and processes but I won’t go into that here).

Not using live-chat?  Now’s the perfect time...

Live Chat


Will is a Customer Journey Marketing consultant, specialising in CRO, CRM and Customer Experience. Will has over 7 years experience working across a range of consumer facing businesses and has worked for huge brands such as MyVoucherCodes, Europcar, JackpotJoy, Virgin Games and Virgin Bet.


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