Live chat is an interaction feature that allows online merchants to communicate with visitors through an instant messaging box embedded on the store. The chat box connects the visitor with the agent in real-time, establishing a live channel to listen and convey essential information to the user, increasing user retention and generating leads in the process. Live Chat services also includes traffic analysis, user tracking, chat history log, dedicated agent, centralized chat desk, mobile responsiveness and email support.
More than 30% of customers expect live chat on your website, whereas on mobile this number is as high as 62%
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As a bilateral tool to actuate buyer-seller interaction, Live Chat services allows businesses to build a strong brand relation with visitors/customers through streamlined communication channel, generating leads, maturing them and closing them for conversions. Moreover, Live Chat actively helps reduce shopping-cart abandonments, increase website engagement while creating opportunities to cross-sell and up-sell products more efficiently. Through 24/7 live chat agent, customers stay connected with the website, receiving answers to their queries and issuing tickets for further assistance. This not only stimulates brand loyalty within prospects but also gives merchants a source to monitor customer behaviors and mine user data for developing future strategies. You can also activate other features such as automated chat invitation, message notifications, email support and customizable chat window options.
Live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate.