Live chat has been around for more than a decade, but only recently have companies discovered its profound effect on website conversion rates.
A recent e Marketer paper cited live chat as being directly related to 38% of online purchases.
Customers may refuse the offer to engage in live chat, but this is not bad.
In fact, just raising the offer to chat is sufficient to convey a sense of goodwill.
Consider allowing customers to browse on your site for a time before raising the offer to chat.
Your chat agents should be considered an in-house sales and support department, and as such, they should understand all product lines within your organization.
This qualifies them to provide a more thorough perspective when dealing with customers – either as salespeople or as support personnel.