Is Live Chat Converting Your Online Store Visitors Into Customers Or Chasing Them Away?

We have all seen them at one time or another. You visit a web site, and shortly after you arrive on the site, a window pops up offering you a chance to speak with a customer service representative. I am curious, how do you respond? Is it annoying, or were you glad that someone was there to answer your questions? For me its like walking into a furniture store and getting swarmed by a bunch of sales people. I do not like it this type of aggressive chat systems. But are they effective?

Since live chat systems that initiated the contact can be perceived by many customers as pushy, many chat systems have a more passive option. Many offer an option to have a simple image with the online status of a customer service representative. This gives the customer the ability to initiate the chat session first. Many will tell you this is a mistake. I am not so sure. As a customer, I like the idea of knowing it is there should I choose to use it, but let me choose to use it. Don’t force your customer service rep at me.

In studies with online retailers that offered live chat, 70% indicated that they believed using Live Chat put them ahead of the competition that did not. But before you decide you want to want to add Live Chat to your customers, keep the following in mind:

1. Are you going to be around to respond to customer inquiries? If not, its the same as not answering your phone. Its a bad idea to offer Live Chat and not be around. One option is to specifically state when your Live Chat is available. It should be consistent and specific, just not whenever you are “online”. Even customers who are not actively using live chat, can see when no one is home.

2. More sophisticated systems exist that allow you to watch what your customers are doing online and they allow you to “initiate contact” when a customer appears like they need help. When to initiate that help is more art than science. These systems are typically beyond the reach of beginners or small businesses.

3. If you do decide to go with a Live Chat option, make sure you set up the automated reply with a message that indicates a representative will be with them in ‘x’ seconds, and by all means reply during that timeframe.

You can probably tell I have never been a fan of Live Chat. Maybe its just, me but I find it obtrusive and I usually leave the site or close the window as soon as it comes up. I imagine some people like it, but I also think many are like me who don’t. I do not use Live Chat in my stores and I do alright.

I think there are some applicable uses (if done tastefully) where it could be beneficial. For example, in stores that have a high degree of customer support or pre-sales support. But for most small websites, I think Live Chat is overkill, especially when starting out. I would rather spend my technical budget elsewhere.

I welcome your thoughts on the subject of Live Chat and I am curious what your experiences are whether good or bad. Feel free to agree or disagree. Thoughts?