Stat Centric Blog


Live Chat Is the Fastest Way to Reach Your Customers and Prevent Missed Opportunities

May 26, 2014 - By Levi Page

Live Chat Is Essential to a Complete Online Marketing Strategy

Here at Stat Centric we believe live chat and web analytics go hand in hand. While their complementary relationship is clear to anyone looking for a single tool to manage their online presence, their marketing overlap may not be as obvious. 

Consider this, the primary goal of any online marketing initiative is to increase traffic, improve customer satisfaction, and maximize conversion rates. While increasing traffic can improve brand recognition and lead to more sales opportunities, it's also equally important that we maximize our conversion rates to make the most of the traffic we already have.

Live chat can not only improve customer satisfaction, but by engaging website visitors in their critical time of need, conversion rate improvements will naturally follow. Note: If you aren't already tracking important business goals, it's time to setup goal tracking.

Studies Are Pretty Clear on the Effectiveness of Live Chat

  • live chat study from Forrester Research shows 44% of online consumers believe that having questions answered by a live person while in the middle of an online purchase is one of the most important features a website can offer.
  • An ATG Global Trend Survey found that 90% of customers consider live chat helpful.
  • A survey from eMarketer.com found that 63% of visitors are more likely to return to a site that offers live chat.

The beauty of an online website is that users can find us when they are ready to investigate what we have to offer. Unlike cold calling or other marketing techniques where we are catching potential customers at inconvenient times, a website allows the potential customer to choose the time that is right for them. But, getting a visitor to our site is only one piece of the puzzle. We have to create an online environment where the visitor is able to reach their desired destination, whether it be to request additional information, make a purchase, receive technical support, etc.

Unanswered Questions = Lost Sales and Opportunities

Live Chat Is Like Having Your Own Personal Sales Representative

Live chat provides a subtle, non-intrusive way to quietly follow visitors through their online browsing experience. Combined with live web analytics, we are able to not only observe and anticipate our visitor's behavior, but also be there to make sure that their online experience goes smoothly.

One of the hardest things we struggle to do as an online business is connect with our visitors. By providing a convenient line of communication, we make it easier for potential customers to come to us. From there a relationship is forged and you are already one step ahead of your competitors. Considering many large businesses do not offer live chat, small and medium business can leverage live help as a competitive advantage.