Live Chat is a Simple and Effective Support Tool for your website

Live chat started as a personal communication tool but now it has transformed into a fundamental tool of communication for any business. You can now offer useful applications for companies and their customers.
This form of rapid communication allows the customers to connect with the company quickly and easily. Some businesses have also adopted this idea because it offers them substantial benefit – a great boost in their sales.
Given the option, many consumers prefer shopping on websites equipped with instant customer service.  Increasingly, it is an online sales tool that converts more website visitors into possible buyers.
How can live chat become a simple, fast and effective ecommerce sales and support tool?
Every chance of engagement to a consumer is significant.  Every opportunity to interact with them is important. Businesses today see a need to provide direct satisfaction of services to its client. With this idea of instant customer service, attracting a visitor to chat and check your website could create an impression of assistance and personal interest.
The simplicity of having a live chat is as easy as a copy and paste shortcut that we usually do. Just click a button, copy the code, paste it onto the website then after a few seconds, you are going live! Your IT department or web developer will be very glad for the reason that it is an effortless task but was able to give the website a new and exciting feature.
Live chat engages potential customers in a conversation about your business while they’re still on your website. The support team will chat to your web visitor, deliver basic customer service and work to capture the lead for you. Then they will email you to follow up and close the sale. Most live chat companies now offers a 24 hour service. This feature does not only support your customers help anytime but also increases your company’s credibility in providing a whole day of assistance.
Live chat provides real time answers. Any visitor that lands on your website becomes a possible lead. Inviting them to chat gives you an opportunity to assist them in finding out what product or service will match their needs. With the help of the experienced support team, you can achieve your site goals because of the quick and reliable assistance they could offer. Single chat operators can handle multiple chats at once, providing helpful support without missing a sale. Customers have a huge chance of buying if their questions were answered immediately. This interaction with your visitor will become the bridge in building a sales relationship with your clients that will leave a positive feeling they will want to experience again.
Having an instant customer service will help your business boost to your customer satisfaction. They like getting answers right away these days, and a software that can offer features like this will definitely keep them happy and appreciated.
So when you are looking for a live chat tool for your business, take note of these points. Because live chat is no longer just a personal means for communication but became a simple, fast and effective support tool for your business.

Benefits of live chat

Imagine your sales and support professionals delivering immediate responses to your customers questions in real-time. Great customer service turns traffic into profits and customer loyalty.
Live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.
Here are some reasons why live chat can improve your business:
Convenient and Efficient
Live chat is a much more powerful contact method than phone or email. It allows each support representative to be able to handle multiple customer inquiries simultaneously and to handle each interaction more completely, consistently, and quicker.
Cost Saving Benefits
It increases efficiency by allowing live chat agents to handle multiple chats simultaneously, which in turn reduces the need to hire more employees, if at all. Live chat agents can handle more than one customer at a time, something email and phone don’t allow.
Increases Sales
The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale.  Live chat builds website credibility with the customer; agents can answer questions immediately.
Live chat allows companies to expand hours of operation, provide customer support/service around the clock, engage leads and enable sales, all while keeping organizational costs low relative to the increase in revenues.
Gain an Edge over your competition.
The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service. Nearly all retail sales now begin on the Internet, even if the final purchase is in-store.

The Live Chat Monitoring Advantage

By now, we’ve all read and gotten to know the wonderful things that live chat can do for your company’s website. Increased conversion rates, effective communication tool and sales booster – the advantages can be unlimited.
If you’re still undecided whether to add live chat software to your website, here are some things that you are missing out on by not having live chat monitoring:
A recent study showed that a lot of the top retail companies do not have live chat monitoring services on their websites. If you want to gain an advantage over your competition, adding live chat to your website can be the key in order to have that edge. By offering a different form of contact to customers, you are also giving them a different experience that they don’t usually get from other websites.
By presenting a different feature, you are effectively setting your company apart from other businesses which will give you that position of being a leader in your industry.
One of the biggest advantages of having live chat monitoring is the effectiveness and efficiency that it brings to a company’s customer service aspect. Having a phone number that customers can call is a good thing but we have to remember that a customer service representative can only handle one customer at a time. By having a live chat operator, the same person can handle multiple live chat conversations simultaneously by switching from one conversation to another using a live chat software.
Satisfaction level can be directly associated with customer’s experience. If they leave your website feeling dissatisfied because they can’t find the answer to their question, there is a chance that they will look for another company who can address their concern promptly. With live chat, operators are able to assist the customers in a timely manner which can lead to an increase in customer satisfaction. Having an operator present gives customers immediate access to someone if they need assistance.
Take the time to fully understand how live chat can affect your company’s growth and progress. Keep in mind that customer service can make or break a business and having 24/7 live chat monitoring added to your website can help your business make it to the top of the leader board.

Use live chat to improve your business’ customer retention

As most business owners know, it is more expensive to get new customers than keeping the existing ones.   Securing new customers is believed to be 5 to 10 times more expensive.   Having new clients is essential to every business but over time, acquiring new clients can get more difficult, which is why it is very important to find ways to retain your existing customers.   According to recent studies by Harvard Business School, by increasing customer retention rates by 5% the earning potential of businesses can be increased by 25% to 95%.

Keeping your existing clients’ happy is critical to the growth of your business.   Existing clients are likely to return again (and again!) if they have a positive experience, and if the experience is exceptional they may choose refer their friends and family.
Building customer loyalty is a great way to retain your clients.    Establishing customer loyalty can be done by making sure that your clients’ concerns and inquiries are addressed quickly.
Here are some ways to improve customer retention rates:
1. Make sure that you engage with your customers.   A recent survey showed that more than half of the participants said that giving importance to the customer’s time is one of the best things a company can do.   This proves that in order to build customer loyalty, a business must be able to attend to customers’ questions and needs in a timely, accurate and friendly manner.
2. Give your customers real-time convenience.   Having multiple ways for customers to get in contact with you is always a good thing!   Being able to interact with customers while they are on your website makes it easier for them to ask questions and express interest in purchasing your products or services.
3. Provide WOW experiences to your clients. Exceeding customers’ expectations gives them an impression that you value them as a customer.   It makes them feel confident knowing that you’re not just about making sales, but that you’re focused on providing excellent customer service as well.
To be able to do these things, you need a form of communication that will allow you to interact with them the quickest way possible. Having live chat service on your website will allow you to engage with your customers and provide them service that will surely exceed their expectations.
By adding to your website, your customers’ enquiries are addressed quickly and efficiently.   Our experienced operators can interact with visitors and clients that will enable your business to build relationships and give them personalised service.
There are many ways to help you make your business grow and expand your clientele. Take the time to consider using as a form of communication and it will surely boost the effectiveness of your business’ customer service and lead capture.

Live Chat Monitoring new website launch

It’s been a long count down to launching our new live chat monitoring website, and finally the day has come!

We are really excited to launch the new design, and even more excited to announce our new features.  Some of which are:

  • Facebook Integration:  Now you can turn your facebook fans into new sales leads!   Our live chat software can be integrated into your Facebook Page and allows people to chat to a real person (in real time!) and submit their enquiry details without having to leave Facebook.
  • Self Managed Operators:  We often get asked if people can monitor their own live chat during business hours, and then have us take over to handle enquiries after hours.  Well, now we can!    With our self managed operator option you can choose the number of operators you need, and you can sign in to receive chats whenever you’re available.   When you sign off, we’ll instantly take over so that you’re never offline.
  • Customisation:  Do you want to redesign our chat window to better match your website?  No problem!  We now have options available that allow you to customise the widget design, or we can do it for you.   Contact us for a free quote.

There’s a number of other live chat monitoring features to be released soon, stay tuned!    

7 Tips for making the most of Live Chat software

When you have installed live chat software on your website, it is wise of course to utilise it.   Here are some of the tips that will help you connect, engage and convert more effectively.
1. Respond quickly. The biggest turn off will be to keep your customers waiting. Remember that once a customer inquires through live chat, you are really close to making a sale. Likewise, if you ignore the live chat, even if unintentionally, it is like you waste your opportunity.
2. Be ONLINE as much as possible. Try to imagine a store that is always closed, or a store without any available salesman, do you think you would still go back and buy? The answer is obvious. Thus it is important to be available at all times. Because a golden opportunity may knock anytime and it’s important you’re online to make the most of your live chat software.
3. Steer clear from canned responses. Make your messages more personalised. This will give a customer an idea that he is not talking to a robot but to a human being who really cares to provide him a great product and excellent service. Although canned messages will save you time and energy, a personalized message will take you a long way.
4. Be careful of your grammar and tone. Use proper English at all times. Be polite and be sincere. Check your spelling first before sending your message. Avoid modern abbreviations like LOL (laugh out loud), BRB (be right back), GTG (got to go) and a lot more. Make sure that you are very friendly but still professional.
5. If you don’t know the answer, get their contact details and information so you can revert back.  Always demonstrate to the customer that you’re there to help them with their enquiries, and if you can’t answer their specific question you will put them in contact with someone who can.
6. If the chats are not related in any way to your business, be polite. Do not burn bridges. For that person can be your customer the next day.
7. Lastly, why worry when you can have professionals to do all these things for you (and more)? You can avail the very cost effective Live Chat Monitoring services and the very efficient live chat operators can do the job for you. It is like actually paying for an effective salesman who can respond to all your clients’ queries 24/7. How cool is that? Visit to know more about our services and how we can be of help to you and your company.  We’ll even provide the live chat software as part of our service!

Attracting Customers and Increasing Conversion with Live Chat Monitoring

Many website owners are still unsure on why they should install live chat software on their sites. Truth is, with each passing day that they contemplate, they waste a day of possible sales. So what are the amazing ways to make sure that the live chat works to your advantage?
1. Choose live chat software that is user friendly – and budget friendly. If you need a helping hand, make sure that it doesn’t eat up a big part of your budget, otherwise, even if your sales double up, a big chunk of it will just go to your monthly expenses.   Adding live chat software to your website should always be seen as an investment, and when done correctly the ROI is overwhelmingly positive!
2. A proactive live chat is better than an idle one. Once a chat pops up, the customer will immediately notice it and see the proactive message and are then encouraged to engage with you so you can answer their questions or enquiries.
3. Install it on your mobile phone. That way you won’t miss any sales opportunity. You can answer clients’ queries wherever you are and whatever you do. If they see that you are always online, you create an impression that you are trustworthy as a service provider.
4. Make it real and create a more personalised experience. No one likes talking to a machine. Instead of canned messages to answer customers’ queries, you should engage with them personally in a tone that’s friendly and receptive.
5. Choose a live chat software provider that goes an extra mile to provide you with detailed reports. The reports will help you ascertain your market. You will be able to get real time statistics showing your visitors locations, browsers and referring websites.   The reporting will also show you how the service is performing with statistics on usage and response times.
6. Make sure that you have a beautiful interface. Personalize your live chat complementing the colors, style and theme of your website and business.  This helps the live chat window seemly integrate with your site and gives visitors more confidence to engage.
7. Look for a reputable provider of live chat monitoring services to ensure you are online 24/7 and never miss out on an opportunity to engage with your website visitors.

The benefits of outsourcing live chat

As a business owner, you need to save two things: time and money. So you actively look for ways to do this. Outsourcing is one way you can achieve this. Many companies are already using outsourced workers such as accountants and graphic designers. The key is to obtain great customer service reps who will best represent you. In addition, you need leads. But not just any lead. You need targeted leads who are most interested in what you have to offer to connect with you. Getting lots of traffic to your website does no good if your bounce rate is high. Google notices this and repeatedly high bounce rates can get your site lowered in the search results. Outsourcing live chat to a fully managed 24/7 live chat monitoring company takes the worry off of how you will handling customer enquiries, as well as your leads generation service.

Some of the benefits of outsourcing live chat to a dedicated customer support team include:

  1. You get a whole team of live chat professionals who are specialised in lead capture, and they can assist your customers with their online enquiries. You could save lots of money on leads generation, and you can achieve colocation of services by mainstreaming your leads generation and customer service solutions in one place.
  2. You will increase your customer engagement, which will lead to higher sales and loyal customers. Having a live chat team online 24/7 guarantees that someone will always be online and ready to respond when your customers need them.  It’s estimated that around 45% of web traffic comes from the time period outside of normal business hours. If your outsourced team is always there during this time, you will be able to capture new leads that you otherwise may have missed out on. It’s important that your online customer service reps be available at all times to potentially receive a live chat enquiry.
  3. The quality of your customer service will improve when you have a dedicated team of live chat professionals who can take care of your customers’ needs. You will also save money by not having to hire a dedicated ‘in-house’ person or employee to take care of customers’ needs.
  4. When you increase the quality of your customer service, it will result in more leads and enquiries and a better user experience. This leads to a higher degree of customer satisfaction. Better customer service leads to more brand loyalty and it can create more brand evangelists for your company.
  5. Outsourcing live chat to a dedicated team of professionals saves you money!  Hiring your own staff to cover 24/7 shifts is expensive and inefficient, you can benefit from working with a company that provides a fully managed service and offers you access to using their team of live chat agents to ensure you always have someone online and available for a fraction of the cost of trying to do it yourself.


When you are looking for an all-in-one solution for your leads generation and customer service, you should consider outsourcing to a dedicated support team. Live Chat Monitoring can provide you with this solution. Our team is expertly trained in lead generation and handling initial customer enquiries. We have customer service professionals online 24/7, so you never miss an opportunity to convert passive website visitors into  an active lead or enquiry. You will save time and money by outsourcing live chat to our team so that your staff can focus on turning the leads we get for you into real customers and brand evangelists. This will increase your return on investment and bottom line as well. Now that’s power!