{"id":14346,"date":"2020-02-04T06:00:55","date_gmt":"2020-02-04T11:00:55","guid":{"rendered":"https:\/\/www.gravityforms.com\/?p=14346"},"modified":"2020-06-16T08:25:20","modified_gmt":"2020-06-16T12:25:20","slug":"live-chat-apps","status":"publish","type":"post","link":"https:\/\/www.gravityforms.com\/live-chat-apps\/","title":{"rendered":"How Live Chat Apps Can Support Your Form Conversions"},"content":{"rendered":"

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Did you know that adding a live chat app to your website could boost the conversions of your contact forms<\/a> and lead generation forms<\/a>? This simple tool is an indispensable way to connect with your website visitors, answer their questions, and ultimately boost revenue.<\/p>\n

What is Live Chat?<\/h2>\n

Live chat is simply a way of providing instant communication with your website users. Instead of asking them to fill out a form, call your phone number, or send an email, they can talk to you without ever leaving the page. It\u2019s a great way to intervene when users (and customers) are struggling with questions or aren't sure if they should take the next step.<\/p>\n

You\u2019ve probably seen live chat apps before. They usually appear as a small, unassuming button in the lower corner of the page.<\/p>\n

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When you click the button, a chat box appears:<\/p>\n

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[content_upgrade cu_id=\"14345\"]Live chat is simply a way of providing instant communication with your website users.[content_upgrade_button]Click Here[\/content_upgrade_button][\/content_upgrade]<\/p>\n

Here's how it usually works: A user arrives on one of your landing pages. They want to take the next step to engage with your brand, but they have a question or objection they need resolved before they are willing to fill out your contact form. Ordinarily, you would just lose these potential leads. But with a live chat app, users can reach out to you with their problems.<\/p>\n

Will every user use the live chat app? No. But it only takes a few to create a big impact in your business.<\/p>\n

There are two kinds of live chat: Reactive and proactive. Reactive live chat places a button or link on each page that can open a chat box. Proactive live chat uses sounds, animations, or popups to capture users\u2019 attention. Obviously proactive live chat is more aggressive, but it has its place.<\/p>\n

The Chat Shop explains it well<\/a>: Reactive chat is like browsing a store and grabbing the sales associate when you need help, whereas live chat is when the sales associate approaches you when you seem lost or confused.<\/p>\n

Here\u2019s a basic example of how live chat works. In this chat, the user is struggling to use the website. If they couldn\u2019t find the answer on their own, there\u2019s a good chance they would buy elsewhere, but the chat widget gave the support agent a chance to save the sale.<\/p>\n

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The best part about live chat is that most tools come with a mobile app so you can talk to a struggling website user wherever you are. You can instantly respond to potential leads and customers even when you\u2019re standing in line at the bank or relaxing with some Netflix.<\/p>\n

Does Live Chat Work?<\/h2>\n

Yes! It\u2019s a remarkably powerful tool to convert web traffic into leads and customers. According to Intercom<\/a>, website visitors are 82% more likely to convert if they chat with you first. Customers who chat with you first are worth 13% more.<\/p>\n

And it\u2019s not like you have to spend a lot of time having conversations with your website visitors. A single reply is all you need to increase the likelihood of a conversion by 50%. A second reply boosts your chances by 100%. Six or more responses makes that user 250% more likely to convert!<\/p>\n

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Image source: Intercom<\/a><\/p><\/div>\n

A Forrester study<\/a> found that \u201cMany 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 website can offer.\u201d Furthermore, Zendesk discovered that live chat leads all other channels in customer satisfaction at 92%<\/a>!<\/p>\n

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Ez Texting had remarkable success with a live chat app. Their widget was able to increase sign ups by 31%<\/a>. Imagine what that many new leads could do for your business! Tradeshift increased sales opportunities by 32%<\/a> when they installed live chat, and Salesloft says their live chat drives 40% of sales demos booked<\/a>.<\/p>\n

Why does live chat boost conversions?<\/p>\n