How Live Chat Monitoring Can Change (And Grow) Your Online Business

How Live Chat Monitoring Can Change (And Grow) Your Online Business


Everything seems to be on-demand these days: you can binge-watch six seasons of your favourite television show in one sitting, get food delivered to your door at any time of day, and outsource any task you can’t be bothered completing. In an age of instant access, many consumers are no longer willing to wait or go out of their way to obtain information, products, or services. As a business owner, the thought of trying to keep up with this kind of constant demand can be incredibly daunting. But thanks to live chat software, you’ve got the tools to give customers what they want (and expect).

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This might appear to be an unnecessary question—after all, you’re reading this guide so you’re probably at least somewhat familiar with the idea of live chat—but let’s just make sure we’re all on the same (web)page. Live chat software is a real-time communication tool for websites that’s convenient for all parties, familiar to your customers, and, perhaps most importantly, human. No one wants to wait three days to receive a canned, impersonal email or struggle for 30 minutes to navigate an automated phone system. Live chat helps customers connect with your brand in a new—and better—way.

How can live chat software help my business?

What do your customers want? Assistance! When do they want it? Now! Ok, so maybe no one’s going to picket your business with handwritten signs and annoyingly catchy chants. But, as social media and marketing consultant Brian Honigman explains in this The Next Web (TNW) article, “If your business doesn’t put the customer in charge, then you’re not likely to succeed in the future.” It’s important to remember that when your customers are ready to buy, they are ready to buy now—not when it’s most convenient for you—and if you miss the chance to lock in their business at the right time, it may be gone forever. But offering instantaneous support to your customers is just one benefit of using live chat. Let’s take a look at several more advantages:


Improve Page Rank

Leads drive your business, but to increase your number of leads you need to drive more traffic to your website—and live chat can help you do that. Dwell time—the time it takes the user to return back to search results—plays a role in how search engines (like Google, Bing, and Yahoo) determine page rank. Engaging your customers via live chat can keep them on your website longer, increasing dwell time—and over time, your page rank.

Turn Leads Into Customers

What do you do once you’ve got all those leads? You capture them by engaging with those visitors by using live chat software. According to a 2014 Website Magazine study, consumers who use live chat software “are more likely to buy and less likely to abandon their sessions.” Plus, live chat gives you a great opportunity to upsell customers by offering a current discount code or plugging complementary products and services. Cha-ching.


Improve Conversion Rates

Say you’re at a restaurant and have a tough time picking an entree. What do you do? If you’re like us, you ask the waiter for a recommendation. But what if you can’t physically be there for your customers? That’s where live chat comes into play. Using live chat on product or check-out pages (or any page with a high exit rate) to engage these indecisive customers works so well that, according to a survey referenced in this Conversion Scientist article, “‘Around 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a web site can offer.’’ When your customers can’t decide between a few different products or services, live chat can help.


Increase Buyer Confidence

Direct and personal interaction via live chat tells customers that you care about them. Perhaps that’s why customers who use chat are three times more likely to buy—and buy more than they intended. Remember the TNW article from earlier? Honigman asserts that live chat “often increases the average order value of customer purchases since many of these customers are getting helpful advice and insights on what to shop for matched with their interests, as well as answers to any product questions they might have.” That means more revenue, happier customers, and fewer refunds (and negative online reviews).

Differentiate Your Business

How many other small businesses in your market use live chat? If the answer is “not many,” then live chat software could help you stand out from your competitors in a competitive market. Not only does live chat improve the customer experience for the customers who actually use the chat, but the data you gather from using chat can help you improve the customer service for all your website visitors. (Psst—this also helps with customer retention.)


How to Come Back From Holidays to an Inbox Full of NEW Leads

One of the most popular times of the year is here, Christmas is taking over, and soon it will be 2019!

While one side of you is planning to go on holidays, have a nice family time and enjoy all the food and drinks that the season brings, your “business-owner-side” might be thinking about how to ensure your company is still generating leads while you are enjoying the festivities.

Christmas is a season of high competition where thousands of users are browsing multiple websites and sometimes a quick chat can turn these users into customers. What better way of doing this, than through Live Chat, a customer service tool that allows your business to engage with your website customers by chatting and answering all their enquiries in real time.

What would it feel like to go on holidays and come back to an inbox full of NEW leads?

Live Chat Monitoring is the way to keep on generating NEW leads 24/7, 365 days a year, no breaks in between. What this means for your business:

Your website will be attended 24/7 by our Live Chat monitoring team

Most companies have a receptionist, who directly interacts with customers visiting the office or the ones calling with different enquiries. Live Chat works in a similar way but in a different environment. It is your 24/7 online web-receptionist. Yes, you read right, online web-receptionist. What this means is that when your customers are visiting your website they have the opportunity to chat, in real time, and get the answers to their enquiries. This is a great strategy to increase your user’s engagement with your brand, products and services and retain them as customers, even when your own staff are not available to answer.

Real humans are behind Live Chat

You might be asking yourself, so by this you mean there are no automated robots with a prescribed script? Exactly right, Live Chat’s added value is their own agent’s team who studies your business brand, products and services information, and uses your company’s tone of voice to guide potential users through an easy customer journey. The live-chat agents’ main goal is to answer all your customers’ enquiries and ensure they leave happy after their chat.

Receive all your NEW leads in your mailbox

As the two weeks holiday fly by, you can get excited to come back to work and hit 2019 with a mailbox full of new leads. Thanks to the after-hours service Live Chat offers, you can be sure that when you’re offline, you can still be in touch with your website visitors. Live Chat will keep a transcript record of every single customer they engaged with. They will provide real time emails with your potential customer´s name, mobile number, email and enquiry for you to get back to them.

So don’t miss out on the opportunity to have a 24/7/365 days online receptionist working to obtain NEW leads for your business while you are recharging yourself with family and friends.

Get your website Live Chat going and come back from holidays to an inbox full of NEW leads.

For more information visit:

How To Get The Most From Your Live Chat Account

How To Get The Most From Your Live Chat Account


Tip 1: Keep Us Updated!

Keeping us in the loop with your current promotions, events, sales, new openings and locations, or any other changes in your business, will ensure we have the most up-to-date information at hand.

Having updated information means we can update our scripts and ensure we’re telling as many people as possible about your deals, events, sales and more.


Tip 2:  Set Up Proactive Chat Messages

A proactive chat message means that a chat window will pop up on a specific page on your website, with custom messages relating to that page. For example, “I see you’re looking at our custom framing service. Please let me know if you have any specific questions about it.”

We’d love for you to identify your top 5 pages, or top 5 products or services. Send us the 5 URLs with your preferred proactive message so we can help you engage people on these pages.

The holiday season may be upon us, and your store, shop or business location may be closed for a number of days over the break, but the internet – and your website – doesn’t close. People will still visit it. And if we’re not updated on hours, locations, deals and offers, we can’t help your customers as effectively as we’d like.

83% of shoppers need support to complete a purchase. 83%!  Live chat gives your company a chance to reach out to customers first, so you can head off potential problems that might contribute to customer churn.

Don’t lose out. Email and we’ll update your scripts, so you can continue to gain – and retain – customers.

The Benefits Of Live Chat For Your Business

The Benefits Of Live Chat For Your Business

Live chat is a valuable tool for your business. Let us break down a few key reasons as to why…

Reduced Expenses

Let’s cut straight to the chase: telephone support can be costly. It’s limited (unless you’re prepared to hire customer service operators around the clock). It’s often the cause of frustration for customers who dislike long waits on hold.

Live chat is instant, it offers a quick answer to your potential customers’ question/s, and establishes trust.

Increased Sales

There are several studies that prove that live chat helps in increasing the overall sales of a business.

This American Marketing Association study shows that live chat can increase conversions by at least 20 percent. The same report states that customers who use live chat are three times more likely to make purchases than those who don’t.

Live chat plays an influential role in generating leads and making sales. Live chat offers visitors instant access to our trained live chat agents, which in turn have more opportunities to capture details from these potential customers, which you can turn into successful sales for your business.

Improved Customer Service and Loyalty

In our time poor world, there’s immense value in visitors to your page receiving an answer within seconds – that kind of efficient and convenient customer service cannot be underestimated.

The Customer Service Benchmark survey of 2000 consumers found out that live chat has the highest customer satisfaction levels at 73 percent, as compared to 61 percent for email support and only 44 percent for traditional phone support.

Discover Customer Pain Points

Pain points refer to a customers’ problem that has not been resolved or that has not been answered. With traditional customer support systems, such as phone calls or email support, it is difficult to identify your customer’s pain points since they may only be heard or received by one team or an individual.

With live chat, you have access to all chat histories, which can be sorted, searched and filtered to quickly recognise customer pain points. Addressing the problems or needs of customers is a significant benefit of live chat.

Convenience For Customers

Sure, one of the main factors that will determine the success of your business is the quality of your service or product. Nonetheless, how convenient and easily accessible your customer service is makes for a close second.

Live chat facilitates your website visitors with prompt access to our support agents. When your visitors can easily contact you with any questions or problems that they may have, they will be more confident in your company as a vendor and a source of valuable knowledge and support.