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Chat helping to change the way we shop and sell online. It provides an easy, fast and simple to access the customer support. Considering how easy it is to access, it is not surprising that live Digital Marketing Agencies in Newcastle chat has the highest satisfaction level for each channel customer service, with 73% of buyers in the report give a thumbs up, compared with 61% for email and 44% for telephone contact.

To function does not interfere like (you will often find live chat icons tucked in the lower right corner of the website) live chat is certainly packs a punch. When this function is active, visitors can get answers to their questions almost instantly from any page on the web site.

So, how can live chat help e-commerce site conversion improvement and does no harm to the function? Let’s take a closer look and explore some of the pros and cons of a live chat …


Connections – Chat help businesses build personal relationships with customers. Personal relationships build trust and increase confidence in business leads to more conversions. Simple!

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Comfort – Let’s face it, not everyone likes to talk on the phone. For visitors the phone-phobic, live chat strike the perfect balance between the direct approach of phone calls and email exchanges more slowly. Customers who feel comfortable shopping on your website is far more likely to survive and buy something.

Category – Chat gives customers more choice and flexibility. Not two contact options, phone and email, your website visitors to directly access the suggestion of using the live chat window. We all live busy lives, so having the ability to multi-task and submit questions to the customer service rep on the live chat (without having to leave the website and pick up the phone or composing an email) is priceless.

Proximity – Chat is a game-changer as far as customer service is concerned. After all, if a visitor to a Web site you do not want to wait longer than three seconds for a web page to load, how much patience do you think they would have if the business they call and you put them on hold for five minutes, or ask them to call a number or making vocal instructions to get a real person? Live chat give buyers answers to their questions NOW and dramatically increase conversions as a result.

Convenience – Chat is almost instant and easy to use. It allows visitors to access the information they want in seconds – not minutes or hours. You will not get much more convenient than that!


Lack of experience influence the outcome – When used properly, live chat has been proven to increase conversions by 45%. When used incorrectly, the results can be disappointing. Business without experience using the live chat can successfully strive to implement a successful system. If you are new to the live chat, do your research first or seek the advice of an experienced digital agency to help you get started.

Staffing – If you have a live chat function is enabled on your web site, it is very important that you have a staff that is ready and waiting to respond to questions and requests sent in Leaving unanswered questions, or customers wait a long time for a response, it is. unacceptable and can seriously affect how much confidence customers have in your business.

Training – You have a live chat system up and running – it was great. Now it’s time to focus on what you can do to change the query into a sale. Most of this came to the training of staff. A team chat support is an important part of the live chat experience. After all, that’s Digital Marketing Companies Newcastle how your staff deal with any questions that determine how customers feel about the whole experience. Live chat rep is professional? Knowledgeable? These skills are important for a live chat experience.