How to increase sales with online chat for your website

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More than 90% of users are satisfied with the use of online chat on the site. At the same time, this indicator is the highest among all communication channels, including email, application forms and instant messengers.

This article will tell you whether you need online chat on your website and how to increase sales using chatbots.

Content

What is online chat for a website and why is it needed?
Online chat on a website is a program for communicating with customers in real time. Usually, online chats for a website are implemented as a small pop-up window.

Until recently, communicating with clients via chat was only possible with the participation of a consultant. Today, along with live communication, chatbots for websites are gaining increasing popularity.

Unlike a classic chat, a chatbot can communicate with the user completely independently. The simplest chatbots are able to answer questions of the same type (usually by offering the user to choose a question from the given options), and also connect the user with an operator if necessary. More complex and expensive programs are based on artificial intelligence. They recognize the content of messages, making communication more natural and productive.

What are the advantages and disadvantages of online chats for a website?
The disadvantages of an online consultant are quite conditional. Some people may be annoyed by pop-up messages. Free online chats have limited functionality, and expensive programs require complex settings. Sometimes people may write to chats for the sake of communication or entertainment. Perhaps this is where the list of disadvantages of online chats ends.

The advantages of chats and chatbots for a website far outweigh their disadvantages.

Chat on the site can independently initiate communication with the user. This helps to move from passive site exploration to active dialogue, increases time spent on the site and increases site conversion.
It is more convenient for users to write to the online chat, without being distracted from their work, than to call by phone. The same applies to non-working hours, when there is belarus phone number list no one to answer the call. Another study demonstrates how effective the online chat on the site is during non-working hours: three quarters of all chat requests were received at night and on weekends. Of these, more than 30 percent ended with the sale of the service.
Online chats allow you to collect contact information from site visitors.
Automating answers to common questions makes it possible to relieve chat consultants.
An important function of the chat is to create a sense of the "presence" of the company's employees. Unlike a website, where you can only read information, a chat on the website motivates users to actively communicate and ask questions.
But the most important advantage of online chat on the site is, of course, increasing sales. Is it worth installing online chat on the site? Definitely, yes. It is worth considering that people prefer live communication to solve complex and atypical issues. In all other cases, users prefer chats.

Increase sales with online chat for your website
To get the most out of online chat on your website, it's important to consider the specifics of user behavior on your website. We've put together 7 tips on how to increase sales with chat and chatbots.

Use an active chat invitation.
An active invitation can increase the number of calls by at least 12 times.
Work on your first sentence.
The phrase that invites the customer to talk should encourage dialogue. Since each site has its own audience, the best way to maximize the number of responses to the invitation is to test different greeting options.
Don't annoy site visitors.
Chat invitations should be sent with a delay, for example, 20-60 seconds or more. This time is needed so that the site visitor has time to navigate your offer and be ready to communicate.

The frequency of pop-up messages can also have a negative effect. On some sites, the online chat window persistently pops up on every page - even after the person has closed it several times.
Make text entry as simple as possible.
Many chatbots for the site use prompts and ready-made options for frequently asked questions, as well as menus. This is especially important for users visiting the site from a mobile phone: choosing a ready-made question from the proposed ones is much faster than typing it.

Even with a convenient “button” menu in the chatbot, you should not overload the user with questions. It is better to limit yourself to minimal information.
Collect contacts via chat.
An important function of online chat for a site is to collect contacts of potential clients. But you need to take into account that users leave contacts when they understand why it is necessary. If a chatbot asks to leave a phone number or email at the beginning of the dialogue, most likely this will not happen. The online consultant can give a short answer, and then offer to leave contacts for a detailed consultation.
Implement the ability to place an order via chat.
A common mistake on many websites is the inability to place an order via chat. However, modern chatbots are not only able to place orders and accept payments on their own, but can also offer related goods and services.
Conduct testing.
Thorough testing will help increase sales through online chat on your website. You can check the location of the chat, the color of the interface, the structure of the dialogue, the frequency and time of active invitations, question options, and much more. O