Is Live Chat Improving Your Online Business? Let’s Measure it Do you stand among those entrepreneurs, who are using live chat software on their ecommerce websites? If yes, then you must be concerned with the improvements it has brought in your online business. To make the most of this chat widget, a retailer should keep a constant eye on the progress of his business. This will help retailers to evaluate what practices they should continue, and where do they need to make improvements? However, to measure the benefits of your live support software for your website, you need to be a little tricky. Following are some tips that will help you measure the progress that the live chat support has brought for your online business. Measure Your Web Traffic and Conversion Rate Along with increasing a website’s traffic, live chat is also said to surge online conversion rate. Do you see any improvements in your web traffic as well as online conversion graph? Are these changes minor or huge? If your do not notice any considerable changes, it means that you are lacking somewhere in executing the live chat service. You need to check the live chat software’s compatibility with your website. Check the Post Chat Surveys As a chat session overs, your live operators can offer post-chat surveys to your users. These surveys are actually designed to take visitors’ feedback on the assistance they just received through a live chat session. Upon checking these chat surveys, if you get more positive remarks, it shows that your live chat software is helping you to deliver an enhanced customer experience. Check Your Customers’ Complaint Rate Has your customer complaint rate decreased or increased or is it at the same level? If it has been decreased it means that you are going right way, but if it has been increased or is the same it means that you are lacking in taking the advantage of this chat application. Moreover, you can also visit your social media business page where you can find complaints, comments and even suggestions regarding your online support service. Check Shopping Cart Abandonment For most of the retailers, live chat is used as a first channel of communication and online support as it decreases shopping cart abandonment largely. If cannot stop your virtual cart abandonment, it means that you are lacking somewhere in providing on-the-spot assistance to your clients.
The above-mentioned tips will help you evaluate the functionality of your live chat software.