Live Chat

3 reasons why having Live Chat on your website will give your business a boost

Boost your business with Live Chat! Live Chat has been around for a while now, and experts say it’s not going away any time soon. When you take a quick glance at what studies say about Live Chat’s use and effectiveness, it’s not surprising to see why; 

  • Live Chat has overtaken other forms of online consumer support; with 42% of customers preferring Live Chat, to email (23%) and other social media platforms (16%). (Source: J.D. Power) 
  • Live Chat yields higher customer satisfaction levels (73%) when compared to other formats; 61% and 44% for email and phone respectively (Source: Econsultancy).
  • According to a study by Aberdeen Group in 2015, businesses who offered live chat compared to those who didn’t show a:
  • 2.4x greater annual increase in cross-sell and up-sell revenue,
  • 2.6x greater annual improvement in customer care costs,
  • 20% greater annual improvement in customer contact abandonment rate 
  • 34% greater annual improvement in customer satisfaction rate. 

These figures are compelling and make an interesting case for Live Chat as an addition to your website. But if you’re not yet convinced, here are 3 reasons why having Live Chat will give your business a boost this year. 

1. Live Chat can increase your revenues 

Live Chat helps companies increase their revenues by increasing conversations and sales. According to research, having Live chat functionality on your website leads to a 48% increase in revenue per chat hour. But why?

Customers feel more engaged when speaking with someone through Live Chat, especially if they have questions about products before making their purchase decision. This helps to build their confidence in making that purchase, increases their satisfaction (see below) and turns them into repeat buyers. 

2. Save money 

Live Chat can actually improve the efficiency of your customer service team. Unlike phone calls and answering emails, where you typically deal with one customer at a time, Live Chat enables you to handle multiple customer enquiries simultaneously. Experienced Chat agents will use their time effectively as well as using tools such as canned responses to speed up their response time and deal with more customers in a shorter space of time, therefore saving you money. 

3. Improve customer satisfaction 

Live Chat offers real-time convenience to customers. If customers have come to purchase but have a quick question about a particular product, having a real-time interaction could be the difference between them happily buying now vs leaving the purchase, feeling unsatisfied. We know happy customers are loyal customers and loyal customers will not only repeat purchases but act as brand ambassadors on your behalf. 

It can also be used to coordinate product returns and interact with unsatisfied customers. But if this is handled quickly and effectively, you can turn this into a positive and retain the customer.

Don’t have the time to manage Live chat? 

Contact eDivert today to speak with one of our professional team members and find out what we can do to help you give your business a boost.


Live chat is one of the best ways to get instant communication with a company. It has become not only the leading method for online support but also yields to the highest satisfaction rates among customers. Your customers enjoy Live Chat more than any other customer service channel. It gives you the ability to create an experience that goes beyond the traditional customer service. It has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies. Live chat can improve your business and maximize its effectiveness.


Why will it be popular with your Customers?

If you think about it, there are often times when your customers have to wait 10 minutes ‘in a queue’ just to speak to you over the phone. Aren’t there more productive things they could be doing with their time? Live chat eliminates that waste of time for them – and everyone can appreciate that – it provides an instant response. Your customers prefer to use live chat because it’s often easy to use during business hours and they can multi-task by responding to emails while waiting for the live chat representative to respond to their questions. This makes the experience more enjoyable, convenient and productive.

When customers engage with a live chat representative, the experience is quick, simple and usually personalized; meaning chat agents can help the customer with the context of customer’s history and activity. With access to cloud-based tools, agents can provide better, more relevant support to customers – which, in the end, is a “win-win” for both the customer and the agent.

Customers like knowing that they can get immediate help if needed and instead of waiting for days to receive answers via email, customers can receive their answers immediately and continue with their online purchase. Waiting for days for an email response can be so frustrating to a customer that they won’t return to the website even after they receive an e-mail response. Customers prefer to get answers and help right away, while they are on the website or in the middle of a transaction.


Why is it beneficial for you as a business?

A live chat service on your website can help to build rapport with your visitors over time. Live chat functionality is still a relatively new tool, but don’t let that imply there aren’t widespread benefits for your company. Adding a live chat functionality to your website allows customers to chat with your business in real-time to ask questions, get advice and build confidence during their browsing experience, while improving conversion rates for your business.


  1. Live Chat Cuts Down on Expenses

As customer service teams use live chat, they see an overall decrease in the service costs in supporting online customers. The initial set-up and implementation of a live chat tool is quick and easy.  Overall, the use of live chat can save money on implementation, ongoing platform and service costs, and employee task time.


  1. Increased sales

Not only do customers love live chat, businesses love it too. With the wide variety of choices that customers have online, a customer at the stage where an item is in their cart is a big deal! If a customer gets to that point and needs support, the likelihood of them making a phone call or sending an email is quite low. But it is highly likely to use live chat because of its immediacy. After having a positive support experience, customers are more likely to return and do business with that company in the future.

The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out. Once customers are engaged with an employee who can understand their needs, the employee is in a perfect position to recommend additional purchases that may be the perfect fit for that particular person.

Customer retention is critical to the long-term growth of your business. Returning customers often spend more, refer friends and family members in their network and remain a paying customer for decades depending on your industry and the competitive landscape in that market. Using a live chat program can help foster these long-term relationships because it shows your company truly cares about your customer’s input and happiness.


Tips on Making Live Chat go the Extra Mile for Your Business

Live chat can obviously increase your business potential, but only if it’s executed correctly. Here are some important tips to ensure you make the most out of your live chat functionality:

  1. Train your team! Your live chat representatives have to be extremely knowledgeable about your inventory and website navigation. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customers’ questions quickly.
  2. Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
  3. Consider hiring people with sales experience. For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of upselling.
  4. Don’t forget to boost your social media. When your live chat representatives receive positive feedback from online visitors and customers, consider instructing your representatives (or sales people) to nicely remind your visitors to Like your Facebook page and leave a comment on it.
  5. Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
  6. Give your customers helpful chat features. Customers will also need to be able to modify the font size and to request a transcript of the chat.



We hope this has been helpful for you to decide if Live Chat is for you and your business.

We really enjoy managing live chat on behalf of our customers, providing help desks and customer service desks. If you have any questions, feel free to contact us on




There are many ways to market your services and products, via the traditional routes of advertising and networking, as well as via the internet. If you have decided that your web site plays a vital role in marketing your business, then web chat may just be the thing for you.

For a lot of small and medium size businesses their web site is the main source to produce new enquiries. As a business you are probably constantly working on improving your SEO, regular blogging, adding new content to your website and keeping your social media status up-to-date. These are all great tools to attract new visitors to your website. However, what happens once these visitors end up on your website? How do you keep their attention onto your website and how do you make a lasting impression to encourage them to come back to you?

This is where web chat can play a key role.

It sounds Complicated and Expensive…

You have probably used web chat on web sites of larger companies. You may have used it to enquire about their services or to request technical support. Isn’t it great that all you have to do as a consumer, is fill out the web chat widget and an agent on the other end will help you with your enquiry about the website or the services. No need anymore to search the website to find your answer or to spend 10 minutes in a queue on the phone. This may have given you the impression that web chat is an expensive tool that is inaccessible to small and medium size companies. Nothing is more untrue. Web chat is a very affordable tool and a company like eDivert can offer fully managed web chat solutions on a pay as you go basis. Prices start from as little as £25 per month.

The set up of web chat on your website is very simple. Your Web Chat provider can help you set it up in minutes. “At eDivert, we are able to personalise the web chat widget to your website’s colours and logo, “ explains Managing Director, Kim van Dongen.

Fully Managed? What does that mean?

Once you have your web chat widget set up on your website, your next question will be: “But who is going to respond when someone makes an enquiry?” You may find that as a business, you and your staff are busy enough as you are. You don’t have time to monitor the web chats coming in all day from 8:30am to 6pm. What if you need to step out to a meeting, or your staff is on holiday? And what do you do if you just simply want to step away from your desk to make yourself a coffee? This is what Fully Managed Web Chat entails. Your Web Chat provider has virtual assistants in their office, who will answer incoming web chats for you. Different companies charge in different ways. For example at eDivert, you will only be charged for the minutes that their virtual assistants chat with visitors on your website.

Why would people start a Web Chat on my website?

One of the biggest advantages of a web chat functionality is that you can actively invite people to engage with your company. The invitation to start chatting can be adjusted to your type of services, your sector and your preferred approach. You can chose at which stage you want to invite a visitor to chat with your company. Your web chat provider is able to set this up for you and their virtual assistants will ensure your visitor receives the invitation at your preferred time, answering all queries in the way that is tailored to your companies approach to customer service.

Still in doubt about web chat? Many companies offer a FREE trial, so why not give it a go!