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How much does live chat increase conversion?

Discover not just how much but how exactly live chat can increase your website conversions.
Written by Anastasiia
Updated 1 month ago

According to various studies, live chat can increase conversions by as much as 40%.

This is not surprising though as live chat is preferred by customers as the most convenient way to get in touch with businesses. 

Forrester Research found that roughly 44% of online customers say that having questions answered by a live person while purchasing something is one of the most important features of a website.

But in order to achieve those 40%, you need to follow some rules:

  1. Live chat's response time should be fast. In fact, it should be almost real-time, because that's what customers expect from it.
  2. Reach out to customers proactively with the help of auto messages. They can be triggered by certain behavior and offer timely help automatically.
  3. Make your live chat button visible and accessible so that customers could contact you quickly and without unnecessary distractions.
  4. Use pre-chat and offline forms to collect visitors' email addresses and nurture them after your live chat conversation.
  5. 5. Train your customer support team to be as effective and helpful as possible.
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