Forbes magazine reported in a recent study: “In 2008, Wells Fargo made a second attempt to leverage online chat to drive sales, and happily, this time the results have been crystal clear.High customer satisfaction scores and a double-digit increase in converted shoppers have shown the value once and for all of this technology.” 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.A study called “Making Proactive Chat Work” that was conducted by Forrester Research found the following: “Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer.” An online chat system provides customers immediate access to help.

Bixex chat-13

See more Library H3lp features A completely free mobile app that connects patrons to all of your library's reference services, including chat, texting, email, and frequently asked questions.

All libraries and library consortia -- not just Library H3lp subscribers -- are welcome to participate.

As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.

In this post we’re going to get into why live chat can improve your business and tips on how to maximize its effectiveness.

Besides finding the right software, companies using live chat will need to provide specialized training for their employees.

Live chat is different from a phone call, since all replies must be short sentences that get right to the point. There is an art to knowing when to ask a question and when to offer solutions or additional products.

Additionally, the pain of having to dial a 1-800 number and navigate through a maze of numeric options is non-existent.

An ATG Global Consumer Trend study found that 90% of customers consider live chat helpful and an survey found that 63% were more likely to return to a website that offers live chat.

All these attitudes were even more prevalent among respondents who bought online at least weekly.” With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center.

Not only is this a process improvement but it increases the chances of overall sales (which we’ll get into next! The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers.

If you want to gain an edge on the competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top.