How Live Chat Software Can Improve Your Site’s Conversion Rate

As an eCommerce site owner, you’ve spent countless hours and resources building and designing your website, utilizing SEO, and developing marketing and advertising campaigns to drive traffic to your site. But once they’re on your site how can you convert them from visitors to paying customers? The answer is live chat software. 

Live chat software can improve your site’s conversion rate by helping you make lasting, positive connections with your clients.

In fact, 79% of businesses claim that offering live chat has had a positive effect on sales, revenue, and customer loyalty. What’s more, 38% of consumers are more likely to buy from a company that offers live chat support.

Here, we’ll cover some of the ways live chat software can help you market your site, improve customer satisfaction, and increase your eCommerce site’s conversion rate.

Greet Your Customers

Greeting online customers is just as important as traditional greetings in brick and mortar stores. It lets clients know you value their visit and are available to answer any questions they may have. It also allows them to explore your store freely, knowing any issues or questions they have will be dealt with quickly.


A well-timed greeting will make a visitor feel welcomed and provide assistance without feeling pushy. You can even set up automatically triggered greetings when visitors get stuck or are experiencing a problem. One online company experienced 30% improvement in sales after introducing automatic greetings.

Answer Questions

One of the key differences between brick and mortar and eCommerce is the availability and accessibility of qualified employees that can answer customer questions and concerns.

Live chat software can help your site answer consumer questions quickly and efficiently.

Nearly half (44%) of online consumers consider live answers to questions as one of the most important features a website can offer. In other words, your site’s customers want the same level of personal attention available in a brick and mortar store, and if you provide it they are much more likely to patronize your business.

Learn About Your Site

One of the most beneficial aspects of live chat software is learning first hand about customer experience on your site. Live chat allows you to identify the operational areas of your site navigation as well as  areas that require attention and clarification.

Increase Customer Satisfaction

Increasing customer satisfaction should be a goal for your eCommerce site. After all, satisfied customers are more likely to make an initial purchase, purchase from you again, leave positive reviews, and even give you word of mouth advertising.

According to research, 92% of customers feel satisfied when they use a live chat feature. That’s better than voice (88%), email (85%), and social media (Facebook 84%, Twitter 77%).

Encourage Return Visits

A key component of increasing your site’s conversion rate is to improve return visits to your site from previous customers. Previous customers are familiar with your product, your service, your shipping policies, and more. Return visits also indicate that they are satisfied with your brand and the shopping experience on your site.

Live chat software can increase your customer retention rate, improving your conversion rate. In fact, 63% of customers said they were more likely to return to a website that offers live chat features over those that don’t.

Minimize Shopping Cart Abandonment

Shopping cart abandonment is one of the most significant impacts to your site’s conversion rate. There is a wide range of reasons for shopping cart abandonments—complicated checkout process, overly expensive shipping costs, sticker shock, requiring signup or account registration, lack of payment options, or lack of customer support.

Minimizing abandonments will help improve your conversion rate and live chat software can help you accomplish that goal.

In fact, 51% of customers are more likely to purchase from a website that offers live chat problem-solving.

Always Open

Live chat software enables your online store to be “open” 24/7. Obviously, your website doesn’t close after business hours, it’s available all day, every day. Live chat software enables your site to personally engage with customers regardless of the time of day.

Live chat can replicate communication in a number of ways, answering questions, resolving issues, meeting the needs of your customers, and helping to increase your site’s conversion rate.

Spread the Word

Referral marketing, or word of mouth marketing, drives conversions. Most American consumers seek out advice from friends and family on purchasing decisions.

In fact, 82% of consumers claim to seek recommendations when considering making a purchase. 67% say they are more likely to purchase a product after a friend or family member shares it on social media.

In other words, referrals are viewed as more authentic and genuine than traditional advertising because they come from a trusted source.

Live chat software can increase the probability of customers sharing your eCommerce site and/or products. Indeed, 29% of consumers have told friends and family about a positive live chat shopping experience.

That means that almost one third of your customers could become referral marketers for your brand.


Create Customer Loyalty

Creating customer loyalty is a great way to improve your conversion rate. That’s because loyal customers often spread the word about your site, give you repeat business, and trust your brand.

Live chat software can help you create customer loyalty by engaging, communicating, and connecting with consumers in a personalized way. That’s why 51% of consumers are more likely to stay with or buy again from a company that offers live chat support.

Increase your conversion rate by creating customer loyalty through personalized live chat support.

Increase Your Conversion Rate

Live chat software can help your eCommerce site create a personalized, positive shopping experience for your customers. It can help you meet the needs of your customer base, increase customer loyalty and satisfaction, answer customer questions, eliminate issues, and minimize shopping cart abandonment.

Ultimately, live chat software is an effective way to optimize your conversion rate. With so many options available, make your site stand apart by providing exemplary service.


Author: Dave Holland is a content writer interested in eCommerce optimization, live chat software, and the Internet of Things. When not in front of a computer, Dave spends time practicing yoga, playing guitar, and eating brunch.

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