In this day and age, live chat is no longer a nice-to-have.It’s a must-have.
Why do we say so? Well, live chat helps you convert more customers, and it also helps you to increase your Customer Lifetime Value (CLV). We’re not just making these claims out of thin air, by the way! Here are some statistics to back them up:
- 77% of customers won’t make a purchase on a website if there’s no live chat option available.
- Website visitors that engage with your company via live chat are worth 4.5 times more than visitors that don’t.
- Using live chat leads to a 48% increase in revenue per chat hour and a 40% increase in conversion rate.
Want to add live chat to your website, and see your sales revenue shoot through the roof? We recommend using LiveChat, which is a live chat solution that you can embed on your website and mobile platform. In this blog post, we’ll walk you through how LiveChat works, and share how you can connect the tool to your Sendlane account. Ready? Let’s get started!
What Is LiveChat?
LiveChat is one of the leading live chat tools on the market (we know, it’s very meta).
Simply copy a snippet of code from LiveChat and include it on your website, and you’ll be able to start chatting with visitors who are on your site. LiveChat allows your chat agents to access the tool from anywhere -- they can work on-the-go, or even chat with your visitors whilst they’re at home in their PJs. The tool also comes with many useful features (message sneak-peek, canned responses, chat tags, etc) to empower your agents to do more with less.
Using LiveChat to Reach Out to Website Visitors
To create an account, head to the LiveChat website and click on the sign-up button. Once that’s done, copy a snippet of code from the LiveChat site and add it to your own site. From here, configure and customize your live chat to suit your needs. For instance, if you want to ping your customers and kickstart a conversation (instead of waiting for them to message you), go ahead and use the “Automatic Greetings” feature.
On top of that, we also recommend that you:
- Customize your chat widget
- Set up canned responses (predefined messages that can store a large portion of text to be later recalled with shortcuts)
- Add tags so that you can categorize and organize your chats
- Configure your LiveChat notifications (decide what actions trigger notifications for your chat agents)
Once you start offering live chat on your website, be sure to review LiveChat’s reports to unlock insights that you can use to optimize your strategy. Here are just some of the many reports that LiveChat provides:
- Last 7 days
- Total chats
- Chat engagement
- Greetings conversion
- Chat satisfaction
- Chat availability
- Queued customers
- Queue abandonment
- Chat surveys
- New tickets
- Ticket satisfaction
Pro-tips to Help You Level Up Your LiveChat Strategy
Now that you’re familiar with the basics of LiveChat, here are some additional tips that you can use to improve your live chat efforts.
1. Offer 24/7 Chat
As a customer, there’s nothing more frustrating than clicking on a live chat button, only to realize that no one is available to chat with you. Bearing this in mind, try to offer 24/7 chat, so that you can attend to your customers whenever they need you. You don’t need to hire a huge customer support team to do this -- just outsource the work to freelance customer support reps, and get them to clock in whenever necessary. If you can’t offer 24/7 chat, make sure you state your available hours clearly, for example: Oops! We operate from 9am PST to 9pm PST, and we’re not currently online. Please leave a message telling us what you need, and we’ll get back to you in
2. Personalize Your Chat and Build Rapport With Visitor Details
When you start chatting with a website visitor on LiveChat, you’ll automatically get access to visitor information such as:
- Their location and time
- The pages they’ve visited
- The device and browser they’re using, etc.
Make sure you use the information available to personalize your interactions, and win over your customers. For instance, if you notice that your website visitor is from Michigan, you can bring up the fact that you count plenty of reputable Michigan-based businesses as your clients, including General Motors, Kellogg, and Dow. This isn’t just idle chitchat -- it’s a great way of building rapport, and getting your website visitors to trust you. Once you’ve done that, it’s half the battle won!
3. Use Screen Sharing
Screen-sharing allows customers and chat agents to communicate more effectively. Rather than try to describe a technical problem over messages, your customer can simply share their screen, and show your agent for themselves. To use screen-sharing on LiveChat, simply install the Upscope integration. Once you do this, you’ll be able to initiate a screen-sharing session with any customer that you’re chatting to. Navigate to your “Chats” section in your dashboard and pick a conversation, then click on the Screenshare link under the Custom variables section of your customer’s details:
Once you do this, your screen-share session will start in a new tab of your browser.
How to Integrate LiveChat with Sendlane
When you integrate LiveChat with Sendlane, LiveChat will automatically sync all your user information from its platform to your Sendlane account. From here, you can add your LiveChat leads or users into drip campaigns, and nurture or up-sell them. To learn how to integrate LiveChat with Sendlane, refer to this step-by-step guide.
Start Generating More Leads, Conversions, and Sales With LiveChat
Want to tighten your funnel, and stop all your potential customers from leaking out? LiveChat can help you do just that. The best part? LiveChat offers all new users a free 14-day trial, so you can test out the tool, and see if it’s a good fit.
Click here to sign up for your 14-day trial, and start using LiveChat to generate more leads, conversions and sales!