How to increase site sales with online chat

The main problem on store sites or sites that deal with sales is customers who are disconnected from a real person who can answer their questions in real time.
Step into the shoes of an "electronics store owner at Kikar HaMedina" for a moment:
Would you be able to stand aside and watch your customers as they ask for answers about the electronics products you offer in your store?
Or would you rather walk around among the customers and offer your knowledge to answer every question?
In the chat, just like in the example we provided, you have the ability to provide your customers with essential answers in real time and turn interested customers into buying customers.

In this article we are going to explain how online chat can increase the sales of your WordPress site, along with tips on how to do it in the most converting way.

1. Online chat is a convenient service for customers

A study called "Making Proactive Chat Work" carried out by the company Forrester found several very interesting facts:

"Many online consumers look for and ask for help from a human being while they shop online.
In fact, 44% of all online consumer customers said that having a question resolved by a human being while in the middle of a purchase process
This is one of the most important elements that a site dealing in online sales can offer its customers."

A live human chat system gives site customers an immediate answer to requests for help or questions.
The waiting time is usually much shorter than the wait for a phone answer, and customers can easily deal with other things in parallel (while waiting for a representative).
In addition, you are spared the pain of dialing a 1-800 number and navigating an endless maze of options.

"Additional consumer research conducted by the company ATG found that 90% of the customers in the study think that online chat is more effective than a phone response,
Another very important fact is – 62% of all customers in the study would like to return to a site that offers online chat services.
Another 38% of respondents reported that they made the purchase on the site while the site's chat window was still active.
All the claims are based on consumer users who made a purchase online at least once a week."

2. Online chat saves expenses

An online chat system consistently proves that it can save on employee tasks and on phone call time (and expenses). The prominent benefits in saving expenses:

1. An online chat system reduces the costs of telephone service centers (in-house or outsourced) by reducing traffic toward telephone support.
2. An online chat system increases employee efficiency by allowing a single person to handle many chat conversations at the same time,
   and as a result save on and reduce the number of employees providing answers (chat or phone).

That way employees waste much less time on phone calls, and they can answer several customers at once in chat,
shorten the wait time for a representative quite impressively relative to the wait time for a phone representative.
This process not only saves on expenses, but also increases the chance of a sale on your website.

3. Online chat increases sales

The general trend among users in marketing groups and forums is that online chat on a website can usually lead to a significant improvement in sales rates.
Forbes magazine reports on a recently conducted study:

"In 2008 (the year of the big breakthrough of chat systems), Wells Fargo made a second attempt to leverage chat systems for online car dealerships,
Happily, this time the results were clear and unambiguous. An improvement in customer satisfaction scores, and a double-digit improvement in the conversion of potential customers into buying customers."

The key is that customers have someone available immediately to guide them through the sales process if they become confused or have a question that could break the sale.
An online chat system helps prevent confused customers from dropping off, and makes sure full shopping carts complete the purchase process successfully.

4. Online chat gives you an advantage over your competitors

If you want to give yourself an advantage over your competitors, online chat is a key feature you must have in order to be competitive.
In fact, online chat provides a simple way to connect with your customers who pay their hard-earned money on your website. The report by E-Marketer found:

"Nearly 2 out of 10 consumer customers who took part in the study placed an order of more than 75% of the average purchase amount during the holidays"

Are you still not convinced? The savings in expenses and the improved convenience for users and for the staff make the online chat system not only practical for businesses,
but as an essential tool for any company aspiring to reach a thriving business, by providing excellent customer service.

5. Online chat touches customers' pain points

The customer's frustration or need that has not yet been fulfilled is called "pain points", online chat provides immediate access to customers' pain points.
For example, when customers use online chat, they will try to make sure that the product they intend to buy is exactly as advertised,
or the discount they are supposed to receive will be applied properly without any problems.
The chat is meant to give visitors a sense of confidence, remove concerns and confusion, and accompany the customer successfully to the purchase page.
In addition, when online chat representatives talk with customers, they can discover ways How to improve the service, the products, and the services of the company.

Start working with online chat on your WordPress site

If you want to start using online chat on your WordPress site and start increasing sales,
We recommend using , which is considered the most widely used chat application today (paid), with a convenient interface that is simple to operate,
and it is no coincidence that this is the chat application we use across all our services, including on the uPress site.

Now the decision is yours!

Have you used online chat on your WordPress site? What was the experience? Please let us know in a comment on the post.

A small tip for owners of Hebrew-language sites

After logging in to the chat account management interface, go toChat Window > choose Language – In this section you can translate several phrases to Hebrew.

In the chat account interface, go toChat Window > choose Theme > Now click on Customize using own CSS  – in this section you can enter CSS customized to your needs.

Below is a CSS code snippet that fixes the text directions for the language, adapted for Hebrew:

span.msg-text,
div.form_header,
textarea,
input#name,
.form,
#invitation_message_text {
    text-align: right;
    direction: rtl;
}
#body input.checkbox,
#body input.radio {
    float: right;
    margin-left: 5px;
    margin-right: 0;
}