written by Abby Avery
How to use Live Chat to drive more sales

With more and more things becoming digital these days, retailers want to ensure that their customer’s online experience is as close to perfect as they can get. So, an easy to navigate website that has clear information and call-to-actions will help the customer get to where they need to be.

However, people seem to have lost all their patience online now as they expect everything to be instant:

  • If your website is slow to load, they will likely just click off it.
  • If you have tons of text that’s intimidating to read, people just won’t bother! (Perhaps turn this into a video).
  • If your key information is difficult to find, they will probably just look for another retailer.


A great way to solve these problems and get answers to your customers quickly is by Live Chat!


What is Live Chat?

Live Chat is a form of instant messaging that’s often seen on the bottom right-hand corner of a website. Once clicked, a chat box will pop up and someone will speak to you. This allows the brand to immediately connect with customers, help build a personal relationship and provide them with tailored answers very quickly.

It’s not intrusive to their user experience and subtly sits there ready for someone to click on. Take a look at Airmail’s website:


The little blue icon at the bottom is recognisable but not overwhelming. As soon as you click on it, a member of the customer service team is contacted and notified of your query.


Why is Live Chat so great?

Customers prefer live chat over any other contact channel! This is because it’s frustrating waiting in a phone queue for customer service and paying to do so after dialling a premium number! Or emailing the designated email address and waiting 3 days for a response. Live Chat is instant and can improve customer satisfaction.

Live Chat is also great from a multi-tasking point-of-view. For those who are very busy people, taking time out of the day to sit on the phone or construct a very long email to someone may not seem like a priority. But popping open a chat window whilst you’re doing the chores, or at work, means that you’re not disrupting your day to get answers.


How can Live Chat improve sales?

Think about why someone would even use Live Chat…

Usually, they’re interested in making a purchase, whether it’s for a product or a service. They will have some questions, and the answers to those can swing their decision to buy either way.

More often than not, the customer will be looking at 3 or 4 retailers offering the same service or product and are looking for the best deal to suit their needs. Your brand might be better suited to them, but if they don’t have the answers they’re looking for, you will miss out.


Forrester Research discovered that around 44% of online shoppers say that having a live person answer their questions while they’re shopping on a website is one of the most important features of a website!

Live Chat actually has the highest satisfaction levels, according to econsultancy:


Figure 1: Infographic taken from econsultancy blog


Live Chat is a simple and easy addition to your website! Even if you do not have a CMS, most of the time, it can be installed by the software provider. So, what are you waiting for? Go boost your sales!