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Business benefits of Live Chat and how to make the most out of it

What are the business benefits of live chat?

There are numerous commercial benefits to utilising live chat. This can vary from business to business but generally, the key benefits include:

  • Higher conversion rates and improved ROI
  • Improved customer satisfaction – problems can be resolved quickly
  • Opportunities to gain insight into customer pain points and gather feedback
  • The chance to gain a competitive advantage over competitors who aren’t using live chat or aren’t using it as effectively – see below for how to capitalise on live chat
  • Encouraging customer loyalty
  • Improved efficiency in a cost-effective way
  • Facilitating remote working – chat agents can respond to chats from anywhere

How can you capitalise on live chat?

From customising the design of your chat widget to activating proactive chats, there are a whole range of features that can be tailored to get the most from your live chat service. Here are some of the measures you can take to ensure your business is reaping all of the benefits live chat has to offer.

Decide what you want from live chat

Now we’ve discussed the benefits of live chat, and how to capitalise on it, you now need to decide what you want to achieve from it. Setting aims and objectives is always a good starting point for any form of communication or marketing. Consider why you are using live chat on your site and what you hope to gain from it. Are you looking to generate leads or to resolve queries? Maybe you want to improve customer satisfaction by offering people a quick, easy way to communicate.

Test different designs and opening lines

By testing different designs, opening greetings and questions, you can gain an understanding of what works best for your organisation. For example: “Hello, how can I help today?” might work better than “Good morning, do you have any questions?”

Think about your industry, your audience, your brand and the specific page of your website too. Could questions be more specific? For example, a travel agent might ask “Would you like a quote for a holiday to this destination?” or an estate agent could ask “Would like to arrange a viewing?”.

Think about the wording and make sure your language and questions match your objectives as well as reflect your brand. Ask open questions and try different things until you find what works for you. The possibilities are endless, by experimenting and paying close attention to the results you’ll quickly form a picture of what works well and yields results.

Within the Design Studio of our portal, you have the flexibility to change the colour, font and style of your chat widget. This means it can be coordinated with relevant pages of your website and you can ensure the chat widget perfectly reflects your brand. It can be updated and changed to reflect seasonal events such as Christmas or a special offer period. In fact, you can design as many themes as you wish and can also go back and edit the styles at any time, so it is worthwhile spending some time trialling and testing different designs.

Respond quickly

People love live chat because they see it as a way to get an instant response. In fact, 79% of consumers say they prefer live chat functions* to other methods of communication. Some people assume that if they make a phone call they will be placed on hold for a frustrating length of time. Email and web form enquiries usually involve a wait for a response and it can sometimes be unclear how long that wait may be. Those using live chat are hoping they will be able to access the information on services they’re looking for right there and then.

Expectations are high and unless the response is rapid, customers and prospects will be disappointed, so time is of the essence in order to get the best from your live chat.

Choose where to appear

Think about where live chat will be useful to your web visitors. It’s easy to pick and choose exactly where you want live chat to appear around your website. 

You might want live chat to be available within a specific section of your content or on a CTA-driven page where potential buyers may want to request more information about a product or service – it’s entirely up to you and is completely flexible. Find out more about how to add Moneypenny Live Chat to a web page here. 

Want to find out more?

To find out more about Live Chat , call us today on 0333 202 1005.

*According to Econsultancy, 79% of consumers say they prefer live chat functions because they don’t have to wait on hold and get their questions answered immediately.

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