Add Live Chat Software to your Website to improve ROI

ROI, which stands for Return on Investment, is a statistical measure that determines the extent to which financial returns are generated in a business environment once an investment has been made. The higher the profits, the higher the ROI. This metric, a darling of the bean counters, is a key performance indicator with respect to the amount of funds invested in a venture as opposed to the rewards it returns.

If you ask, “what live chat software has to do with ROI?” the answer just may surprise you-- a lot!

Enhancing ROI with LiveChat Software

Given the intensity with which just about every online business is currently experiencing keen global competition, any strategy, platform or tool that helps you hold on to your existing customers while bringing in new ones is a true winner from a ROI perspective. This is precisely what live chat is doing for thousands of businesses worldwide. It is being used successfully to deliver a rich blend of personalized on-demand service and support as well as to raise the bar on sales through proactive engagement and soft sells. Let us take a quick look at how you can increase your ROI by implementing a live chat software solution on your website:

Enhance Customer Happiness 

A happy customer is a repeat customer. Given the rising costs of customer acquisition, customers need to be indulged in more ways than you think. Live chat software provides an excellent vehicle to achieve this mission. Serve up the right answers to the queries your website visitors and customers submit through live chat. Do not keep them waiting for more than 30 seconds as you respond to their inquiries. If your live chat agents have to initiate the research and complete it while the customer is waiting, there is something wrong in your delivery mechanism. Your agents should either know the answers up front or should be able to push answers to routinely asked questions through professionally pre-scripted text messages called canned messages. There will be times when customers ask questions that are “off the charts” in which case agents should offer to research the information and send the findings later via email as opposed to keeping the customer waiting for five or ten minutes. If your budget permits, try keeping your Visitor Chat Window open for at least 18 hours a day so that your website visitors and customers can expect to find your chat icon active and humming with activity most of the time. Adopt these recommendations and you will notice a gradual and significant increase in the number of repeat customer visits. This will, in turn, increase revenues and generate sales thus helping your ROI go sky high.

Leverage your Analytics 

Live chat software not only connects websites with customers and puts a human face behind the website, it also delivers a rich bouquet of analytics features that are often under-estimated and ignored by web entrepreneurs. Features such as real time visitor tracking and chat interaction stats can go a long way in shaping strategy. You can also generate rich reports which show you how your visitors are arriving on your website, on which pages they are landing and exiting, how much time they are spending on each web page they visit, their nationality, language, browser being used and much more. Live2Support, for instance, also provides paid search campaign tracking for Google and Facebook. You can customize a wide array of MIS reports which you can use to improve the quality of service you are providing your customers as well as website visitors.

In all probability, you have several ROI enhancement secrets which you have tried and tested in addition to the two we have proposed here. What are they? We would love to know about them through the blog comments.