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10 Reasons why Live Chat increases ROI

10 reasons live chat increases ROI header image

Typically, live chat is used to support sales or customer service activities. But it can also be used to increase ROI.

How? Live chat offers a direct line of communication to visitors. When someone visits your website, it gives them a chance to ask any questions they may have in the moment.

They may not be committed enough to call or email. But live chat provides an informal way of moving their journey along, without too much effort from them.

We spoke to Joe Dearbonne, Director of Demand Generation for SnapEngage, to find out 10 ways that you can use live chat to increase ROI from your marketing efforts.

To hear more from Joe on how live chat can help with B2B lead generation you can watch our Supercharged Lead Gen interview here.

1. Increased lead conversion.

The average chat response time is 11 seconds, compared to 2-3 hours for an email. Chat is immediate, driving much higher lead conversion rates.

2. Greater customer satisfaction.

Live chat increases satisfaction due to its instant and expert responses given. At 83%, live chat boasts one of the highest customer satisfaction rates (Forbes).

3. Scale, scale, scale.

We can’t emphasise this enough. A live chat agent can manage up to 10 live chats at once, compared to one phone call.

4. Integrated user experience.

A chat platform should fit well with most websites, CRMs, and Help Desks. This allows you to keep all client data unified, while lowering your overall cost.

5. Convenience.

Customers want to talk on their terms. That could be web chat, social media, or SMS and WhatsApp. Having a multi-channel chat option is key.

6. Increased revenue.

63% of people who use live chat on a site are likely to come back. The more engaged conversations you have, the higher the chances of gaining a long term loyal customer.

7. Faster time to first contact.

A customised, proactive outreach has a 33% better response rate from site visitors. You can easily link automated proactive chat outreach to your live chat option and drive much faster time to first contact.

8. 24/7 lead generation.

Creating a mix of humans and bots can transform your business. Pairing chatbots with live chat fills gaps in coverage, whether that be for backup, as the frontline, or weekend support.

9. Increased cross-sell and upsell.

Engagement goes through the roof when you acknowledge the visitor with context. For example: a proactive chat suggesting products based on the product they are looking at e.g. if you like this, you might also like this.

10. Supercharged content.

One of the most powerful features of live chat is the ability to customise welcome messages depending on the visitor’s location on your site. Just imagine: providing a custom proactive message on a blog article that drives conversions.

There are so many ways that you can use live chat to maximise the ROI of your marketing activity, and this is just one of the many benefits of a managed live chat service. We’ve seen first hand what this can deliver for Moneypenny as our Head of Marketing, Hannah Stringer, outlines here;

“If you have a moderate to high volume of website visitors, installing Live Chat onto your site could be a no-brainer. The Moneypenny website has certainly benefited from the tool over the past few years.


We started using Live Chat on our site in spring 2017. We saw a 10% increase in conversion rates from the website in the following six months. Since then, it’s gone from strength to strength. Our clients who use the service have huge success with Live Chat.”

Live chat has the potential to open up so many opportunities for your business, if you want to find out more why not chat with one of our team right now?

If you are interested in driving more leads and ROI through your marketing activity check out our Supercharged Lead Gen series, where our Digital Marketing Manager, Daniel Marshall, speaks to some of the greatest minds in marketing and gets their view of the challenges marketers currently face as well as getting their top tips for supercharging lead generation.

We give you amazing people and technology:


Your own Moneypenny PA to answer calls exactly as if based in your office.

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Live Chat

Amazing people, briefed by you to manage chats whenever you can't.

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Pocket Phone System

All the functions and support of an office phone system, minus the hardware.

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