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The Top Ten Ways That Live Chat Can Increase Sales

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Chapter 10

Simple Implementation Means Huge ROI

When you’re evaluating what can and can’t make an impact on revenue, the determining factor should be ROI. According to a study done by the American Marketing Association, the typical ROI rate from paid live chat software for sales teams is about 300 percent.

The enormous ROI that companies get from live chat is largely because live chat offers more sales and conversion opportunities for less upfront costs. Implementing a live chat solution can be as simple as copying and pasting a block of HTML code onto an existing website. Though live chat customizations can improve performance, the basic process of getting set up can be done in less than a working day and often without a full tech or design team.

Simple, fast implementation means that live chat helps you immediately begin improving your ROI in other ways too, such as by cutting down on phone costs. Forrester research has shown that live chat customer service is 17-30 percent cheaper than a phone call. With a 59 percent call deflection rate, live chat can increase your savings – and lower your spending – drastically.

How can you make this happen?

The key to minimizing time, effort, and expenses spent on live chat while maximizing your ROI has to do with how you plan your live chat rollout.

First, be sure that you are following all best practices for getting users to notice your live chat button or invitation. Customize your live chat button or proactive chat invitation with noticeable colors and images and inviting text. Ensure that your invitations or buttons appear above-thefold on your webpage, and place buttons next to areas that already encourage user actions such as “buy” buttons or “more info” buttons. With a little pre-planning, you can also strategize unique invitations and codes based on user activity. These techniques will help you get your live chat program up and running, and will reel in results as early as the first week of implementation.

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