All posts by Gavin

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!