Live chat is supposed to help your customers, and guide them towards making a purchase. In fact when done correctly live chat can increase sales on your website by as much as 48% per hour!
So why is it that so many websites are still using the same old live chat features that so many visitors find irritating instead of the ones that will help you convert?
A poor user experience can cause visitors to abandon your page, affect conversion rates, Search engine optimization and can even create a bad reputation for your website.
And the worst part is it’s totally unnecessary!
Live chat is supposed to be helpful, but oftentimes it has the exact opposite effect. To make sure your chat is helping, not hurting your business, here are:
7 Warning Signs Your Chat Is Annoying Customers, Not Making Sales!
Your Chat Box Pops Up Immediately. Website visitors need on average 3-5 seconds to assess the website and start trying to figure out where they need to go on your site. This means that you should never have a live chat button popup for at least 10-12 seconds according to these Statistics.
You are using non-native speakers for Live Chat. If your site is in English (or Dutch or French) your chat services need to be with native speakers of that language. No offense to India where much of live chat is outsourced to, but having live chat with a non-native speaker is worse than having no live chat at all as oftentimes they have to check things or don’t know the answer to simple basic questions.
Your Live Chat window is frequently offline. Another mistake many websites make is not providing 24/7 live chat, which results in the popup window saying that the chat is offline and can end up costing you sales.
You’re using sales pitches disguised as Live Chat. Another big mistake websites make with their live chat services is to instruct their employees to aggressively harass users to buy which often has the exact opposite effect and runs visitors off of your website in record time.
You don’t offer an incentive for live chatting. Another finding of the Econsultancy statistics was that incentives such as free shipping or a proactive invitation would encourage them to use the live chat feature.
Your chat takes forever. One of the main benefits of live chat is speed! In fact 79% of those who prefer live chat to other ways of communicating with a website listed getting questions answered immediately as the # 1 reason they like live chat.
Your live chat uses canned responses. One of the biggest complaints of live chat users was when live chat operators use canned responses or information easily found on the website, which leads to customers repeating questions. You want to make sure your live chat operators are knowledgeable about your website and product and not just spouting off canned responses.
In this article we looked at 7 warning signs that your chat is annoying your visitors, instead of making sales. We looked at how live chat has gotten a bad reputation due to overly aggressive popups, sales pitches disguised as chat and live chat windows which are consistently offline.
It is important to avoid these mistakes, but don’t let them discourage you from using live chat services as 31% of online shoppers from both the US and UK say they would be more likely to purchase after a live chat!