Live Chat – How to Boost Your Online Conversion Rates Using LivePerson Support

LivePerson, a web-based live support software solution, provides small-to-midsized businesses with an integrated customer support platform that covers all of your help desk bases, including live online chat, email management, and voice.

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

More than that, LivePerson takes your website visitor from the anonymity of “window shopper” to sale using indispensible real-time information.

Find Out Where Your Visitors Are Coming 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.

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

In addition, LivePerson shows where your visitor is on your website. Whether it is a product page or a customer support page, you are provided with additional intelligence to better connect with that visitor and their needs.

The real-time snapshot about your anonymous visitor can provide you with enough facts to guide them smoothly through the sales process beginning with “hello.”

Be Proactive With Your Visitors

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

While other live chat applications for websites stop at letting the visitor initiate contact, LivePerson’s LiveEngage lets you 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 the barriers to making a purchase.

Live chat also brings an easier way to suggest complementary products and accessories to visitors once they already commit 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 revenue per sale.

Return on Investment (ROI) analysis of shoppers who chat versus non-chatters show three times more the likelihood to buy from websites with the live chat option. In addition, chatters have an average order size 35% larger than no-chatters. Moreover, chatters are twice as likely to return to the website within the day.

Real-Time Intelligence plus Proactive Engagement

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

LivePerson combines real-time intelligence with proactive engagement for increased sales and more satisfied customers. While most visitors will only show up in your web traffic reports, LivePerson ensures you don’t lose any prospects, especially a good one.