Live Chat: How To Increase Your Online Conversion Rates With LivePerson Support

A web-based live support software solution, LivePerson provides small and medium-sized businesses with an integrated customer support platform that covers all your help desk bases, including online live chat, administration email and voice.

Based on extensive research, LivePerson has been shown to increase shopping cart conversion rates by 18-20% and increase customer service satisfaction ratings by 90% or more.

More than that, LivePerson takes your website visitors from the anonymity of the “buyer window” to the sale using indispensable real-time information.

Find out where your visitors come from

LivePerson immediately presents useful “clues” about your visitor. You can see the exact traffic source that sent your visitor and what keyword phrase they used to find your site.

You can then prioritize your best leads among your current visitors by comparing how the keywords they used match up with the products and services your website offers. Logically, your best bet and the easiest path to a sale on your website are those visitors who are looking specifically for what you already have to sell.

Additionally, LivePerson shows where your visitor is on your website. Whether it’s a product page or a customer support page, you’re given additional intelligence to better connect with that visitor and their needs.

The real-time snapshot of your anonymous visitor can provide you with enough data to seamlessly guide you through the sales process that starts with “hello.”

Be proactive with your visitors

Live Chat is LivePerson’s primary solution for real-time engagement and to complement the real-time intelligence you receive. The chat system is similar to the instant messengers you are probably familiar with, such as Yahoo! Messenger(TM) or AOL Instant Messenger(TM).

While other live chat applications for websites are limited to allowing the visitor to initiate contact, LivePerson’s LiveEngage allows you to proactively contact your visitor wherever they are on your website.

Before a prospect leaves your website, you can provide immediate answers about your products that could remove barriers to making a purchase.

Live chat also provides an easier way to suggest complementary products and accessories to visitors once they’ve already committed to a purchase. Live chat can also be used to offer incentives like free shipping or discounts for larger quantities. These cross-sell and up-sell strategies can significantly increase sales revenue.

Return on investment (ROI) analysis of chatting vs. non-chatting shoppers shows three times more likely to buy from websites with live chat option. Additionally, chatters have a 35% larger average order size than non-chatters. Also, chatters are twice as likely to return to the website during the day.

Real-time intelligence plus proactive engagement

In the brick and mortar world, you wouldn’t think of letting a prospect leave your store without trying to sell them something. Yes, you can let them serve themselves by reading product labels and sales literature. However, the most successful companies know who they are selling to and how to connect with their needs.

LivePerson combines real-time intelligence with proactive engagement to increase sales and happier customers. While most visitors will only show up in your web traffic reports, LivePerson ensures that you won’t lose any prospects, especially a good one.