Direct Connect Secret Shopper 2019

Our friends at Direct Connect have just released their lead response research for the Australian Automotive Industry!

The study looked at online lead handling by car dealerships across the country, and was conducted over several weeks.

In total, over 1800 mystery shop leads were submitted to to 600 automotive dealers. There was 42 brands included in the study.

The Secret Shopper project looked at how online leads were handled, and bench-marked lead response times, as well as lead response rates.

The results were surprising, to say the least!

The results show:

• The average response time to online leads is 12 hours and 45 minutes (calendar hours).

• The average response time to online leads is 4 hours and 42 minutes (business hours).

Check out the Whitepaper here!

Why home builders need live chat

Why home builders need Live Chat

As a home builder you are always on the go, with a range of manual, managerial and administrative responsibilities.

This goes from interpreting plans to organising contractors and coordinating their payments. And as much as you would like to be able to always be there to help your customers, the speed of the building industry make it challenging.

As a matter of fact, home builders spend several hours of their day on the phone receiving calls with customer enquiries and trying to solve each of them with their best approach. However, businesses are migrating into the digital space and they need to find solutions to always be accessible. Live Chat is a perfect add-on for your website to ensure you have a 24/7 web-receptionist ready to engage with your customers and answer to their questions and enquiries any time, any where.

Live Chat Monitoring is already part and parcel of the home builder’s industry in assisting potential customers in real time.

The success of Live Chat is in part thanks to the Live Chat team’s ability in being able to ask questions that will help determine specific needs of potential customers, and communicating back to the business for you to provide services quickly.

From the most detailed specifications and measurements, to parts or repair request, Live Chat services engage with potential customers and ensure their assistance is readily available and visible once a visitor lands on your webpage.

Insights: Qualified leads through Live Chat

Live Chat monitoring, has partnered with National and Local builders across Australia.

The experience for this type of industry, after 3 weeks of having Live Chat in their website, exceeded their leads by 25% higher than usual and in the following months their leads continued to increase by an average of 10-15%, with a current conversion rate of around 55%.

What do all these percentages mean? They mean that Live Chat was an active point of engagement when potential customers were visiting the business’ website. It was the perfect point of contact to request a quote, ask for deliveries or installations, enquire about services, replacements, costs, timings and availability. The reason why all of these potential customers converted into customers, was thanks to the information collected by the conversation in Live Chat, which was emailed back to the business and the business took straight action in resolving the multiple enquiries.

Enhance Customer Engagement

As a customer all you want when browsing the web are timely responses to questions and assurance that the business you are reaching out to is open to build a relationship with you and care about your needs. Live Chat is skilled to assess your customers and help them setting appointments and better understand what they are after, providing a positive user experience and helping increase the use of your services.

You might find it challenging to be responsive to customers as it’s a competitive environment. However, to help them stand out Live Chat can ensure that new customer enquiries are captured and sent to you for immediate follow up. While on the other hand your home builder’s team is out solving customers problems and transforming their houses into their dream places.

Make Live Chat your favorite tool to engage potential customers online and turn them into qualified leads and future customers.
For more information visit:

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).

Top of Form


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.

Outsource Your Live Chat – Here’s Why You Should Do It Now!

Outsource Your Live Chat – Here’s Why You Should Do It Now!

You’ll notice that most websites you visit are full of live chat tools and chatbots with amazing offers to increase conversions, make sales and reduce customer service wait times. Online chat is an awesome tool and you should have it placed anywhere on your website where your customers need to make a decision. But worried about outsourcing live chat? Here’s why you should make the leap…

Outsourced live chat? What about those mission critical moments?

If you’re wondering, ‘Who’s taking these critical live chats? Are they experienced? Do they have the right training?’ you’re not alone – it can be hard to think anyone knows your business the way you do.

This is why training is everything for online chat and making sure that your chat agents have the tools they need to do their task is paramount. The most important part of training live chat agents is ducating them on the products and services you provide.


At Live Chat Monitoring, we ensure we’re across all the information we need to be the best possible representative for your business, including:

  • Location
  • Opening hours
  • Details about the products or services you offer
  • Your brand personality and point of difference – we customise our approach to suit your needs
  • Other relevant information that we might need to better understand what you do
  • What kinds of questions your website visitors are likely to ask
  • How you want us to respond to questions

We also research your website to learn as much as we can about your business and review it regularly to make sure we’re always up-to-date with your latest company news, products and promotions.

When you outsource your live chat service to Live Chat Monitoring, you can rest assured that your agents know their scripts inside and out. They also have the appropriate scripts and documentation available when interacting with visitors and customers.


The online chat conversion hack – outsource live chat to engage with your visitors!

A live chat agent is in the problem solving business and always has to type with a smile on his or her face. Your customers need to feel that they are talking to somebody who cares, and cares plenty!

Imagine you go into a store with knowledgeable staff but they are not friendly and they don’t have quite what you want. You will likely walk out and go find another store that has what you want.

Now imagine walking into a store that has knowledgeable and super-friendly staff. They don’t have exactly what you want, but the smiling staff drill down into why you want it and show you some alternatives.

Maybe you walk out of there having bought something, maybe not. But you will definitely go back. They will have branded you with a memory of a great buying experience. And that’s one more reason to go for professional outsourced chat agents. A pro has done it a thousand times and knows what to say and how to say it. And your customer or visitor leaves your site feeling that he or she is the most important person to you at that particular moment.

At Live Chat Monitoring we offer a mission critical combo of software and agents that focus on conversions 24 hours a day, seven days a week, so you can focus on your business.


GDPR Compliance

GDPR Compliance

At Live Chat Monitoring we take the privacy and data protection of our clients extremely seriously.  We are happy to confirm that we are compliant with the General Data Protection Regulation (‘GDPR’) in respect of data which we act as data controller and/or data processor for you and which is transferred out of the EU by us to our servers in the US and Australia.

How we comply with GDPR

GDPR provides that data may be transferred outside of the EU where:

  1. there is an adequacy decision (Article 45); or
  2. appropriate safeguards have been put in place (Article 46); or
  3. a derogation applies (Article 49).

The jurisdictions in which we process your data are not currently subject to an adequacy decision by the European Commission. We confirm that we have put in place appropriate technological and organisational safeguards, in addition to robust contracts with our 3rd party suppliers in order to protect your data. However, reliance on Article 46 also requires the use of complex standard contractual clauses drafted by the European Commission and/or the nominated supervisory authority (the UK Information Commissioners Office (‘ICO’)) and/or gaining consent to contractual clauses by the ICO. This process is difficult, a long backlog exists and it is estimated by the ICO that applications may take well over a year to process and approve.

Given the nature of our company and the live chat services we provide, we have elected to use one or more of the derogations present in Article 49 for our clients, namely:

  1. that the transfer is necessary for the performance of our contract with you; and
  2. that you have given informed consent to the transfer.

We have used the services of an independent GDPR Advisory Firm in order to ensure that we have fully complied with our legal obligations under the GDPR and that we have in place all legal policies and procedures required in order to safeguard your privacy.  Our IT team are highly experienced and our cyber security precautions mean that your data is processed securely with the utmost respect for your confidentiality, using the same specifications and high data protection standards found in Europe. We can provide further details of our technological and organisational safeguards on request.

If you have any questions please contact us via email and we will be happy to assist.

GDPR May 25th


The General Data Protection Regulation, commonly referred to as GDPR, is new privacy law for the European Union (EU) that introduces an updated framework for handling and protecting the personal data of EU-based residents.

The new law empowers users to know where and how organisations across the globe utilise their personal information.

The GDPR comes into effect on May 25, 2018.


Our Commitment

At Live Chat Monitoring, we take data privacy and security seriously and are committed to fully supporting the changes that GDPR brings to protect our clients and their customers.

Our team is working closely with all necessary stakeholders to ensure that our internal policies, processes and terms are updated in accordance with the new law in time for its introduction.

GDPR is also on ongoing point of discussion with the suppliers of our programs. At this stage, they are all on track to be GDPR compliant, and we will continue to conduct ongoing evaluation in advance of 25th May 2018.

Generate leads while you sleep

Generate higher revenues during off-seasons via 24/7 live Customer Support

In search of services that pay off even during off-season slumps? Looking for ways to increase customer satisfaction by reducing customer service response time?

You may have all the right products and up-to-date services as your competitors in the same industry but still you might not be able to compete head-to-head, especially when the off season is upon you. Consumed with the dilemma of what you can do to keep up with your competitors, or more importantly, surpass them and turn visitor conversions into real-time conversions? Fret not.

You already know where this is heading for you and your business’ future; it is time you upgrade your ecommerce businesses with 24/7 live chat software and get it running on steroids. Just because your brand is experiencing slow momentum during the off-season slump doesn’t mean your website has to suffer too. The only trouble with online shopping is that there is human element to subtly ‘push’ potential clients towards the checkout.

Customers only want three things: high-quality products, costs and shipping, and thirdly and probably the most important thing which even the biggest of brands forget, live chat support.

It’s quite natural for customers to evaluate all possible pros and cons in their mind before the checkout — they want to be assured that whatever they are investing in is the best there is (for the price of course). Customer live chat support will do that for you by resolving queries and getting valuable feedback.

“Almost 62% of internet consumers voted that they purchase more products from a website that offers live customer support”. (Poll by Anderson Consulting)

Well there you have it! What does this mean for your business, you ask? Reduced shopping cart abandonment and a big boost in order sizes; you are in for a treat even in the deadest of seasons. You need to have someone always present to capture and retain leads, resolve issues during purchase, and provide one-on-one solutions and answers. Another huge benefit of live chat support is that it takes notice of all the introverts. You may have your social media profiles and pages overflowing with questions, queries and feedback, but there are still some people out there who feel hesitant on speaking on such public platforms. That’s where 24/7 live chat support comes in. It respects their privacy and gets the issue resolved within no time.

If you keep your website updated and available even when you are not open, you are aiming for a really good chance of customer retention. If you believe it’s essential for you to have someone in your physical store to guide customers properly, why not have the same on your website?