Today we are talking about an aspect of your plugin that can skyrocket your conversion rate and how to implement it straight away.
What’s In This Episode?
- Live Chat Statistics (1:00)
- What To Look For In A Live Chat (6:20)
- Site Speed (6:40)
- Simplified Communication (8:24)
- Chatbot Integration – FREE $ (11:23)
- The Best Live Chat – Tidio Chat (14:25)
Josh: Today we are talking about an aspect of your website that can skyrocket your conversion rate and how you can implement it straight away.
Welcome to Creative Juices, the show where we help you feel personally confident about your online presence. I’m your host Josh and today I’m joined by Julz.
Julz: Good to be back Josh!
Josh: Good to have you back!
So today’s a little bit more of an informal chat and we’re talking about chatting!
Josh: And specifically live chat. And we love live chat!
Julz: Yeah! It’s that’s a great tool! Awesome tool!
Josh: Definitely, and it’s one of those things that when we design a site or when we consult with someone about websites, it’s one of the things that we highly recommend.
Josh: Highly recommend! And so we’re going to talk about some of the things to look for in live chat, our own experiences with live chat, and yeah. But just but before we get started, to get us started here’s some statistics.
The conversion rate of engaging in live chat on a website is at 68%.
Julz: That’s crazy!
Josh: Crazy, and then according to First Person 77% of customers won’t make a purchase on a website if there’s no live chat option available.
Julz: Really? I did not even know that!
Josh: I know! 77%! And then another one, E Marketer found that 63% of customers were more likely to return to a website that offers live chat support.
Julz: Well I definitely know that I do.
Josh: Definitely, I agree! And even though it says that 63% of customers are more likely to return to a website that offers live chat, they may not return to the website for the live chat. But the point is this, that websites that are succeeding, websites that are doing well, have live chat.
Julz: It’s like a comfort thing almost. It’s like I know that there’s a person on the other end of that website that I can actually talk to.
Josh: Most definitely! And so, do you use live chats?
Julz: I do, like as in when I’m purchasing?
Julz: Yeah, for sure! like I purchased my new Mac actually just recently and I had some questions about it and that website had a live chat and I use that for sure, and it’s actually what got me sold.
Josh: How funny is that?
Julz: They gave me a discount code actually!
Josh: On the live chat?
Julz: On the live chat.
Julz: So I was stoked!
Josh: It’s so funny how live chats have become so popular.
Josh: It’s like as the as our culture, as our consumerism has gone more quick, it’s like fast food. But everything’s fast food now. It’s like when we go onto a shoe shop or on a Mac shop….
Josh: …on the Apple Store, we want everything to be instant.
Julz: Yeah! Absolutely!
Josh: And I was actually on the Apple Store the other day as well looking for a Mac Mini. And I was on the refurbished section.
Josh: And Mac Minis appear and then an hour later they’re gone!
Julz: Yeah right!
Josh: You can’t email support for a question about that Mac Mini if it’s just going to disappear in an hour!
Julz: Yeah! Wow!
Josh: So live chat’s one of those things that is so important and you’ve had a lot of experience with Live Chat, and you actually had a bad experience with live chat recently.
Julz: Yeah, it’s pretty hit and miss. I think that you know, not all live chats are created equal so to speak. And yeah. So, I actually I hurt my back at the gym and I jumped onto a physio website. I know that we’ve got a lot of clients in the health space but I actually legitimately needed to get an appointment made. And yeah! I jumped on their website, a local one, took a look and clicked on the live chat, clicked again. I was on my mobile phone so I was on the go, clicked again. It wouldn’t even open up for me!
Josh: Just imagine Julian looking like an old grandpa, standing out in public just poking his screen. “Why won’t you open?”
Julz: Yeah! The problems were real! Yeah! So that was a poor experience for me and I was frustrated! But anyway, being like a web developer, I was like I think I know what the issue is here! So I clicked and held that button and it did eventually open up and I filled out the form and then I tried to click and submit, click and submit, nothing, nothing, click and hold, submit and then it turned out the operator wasn’t even available! So it’s like please submit your email address and we’ll get back to you, and I was like no! I tapped out at that point.
Josh: What’s the point of live chat if it just directs you to email?
Julz: It’s like a glorified contact form! That was annoying for me, and they actually lost my business so…
Josh: Hmm, and that’s actually one of the common experiences that we see. People implement live chat because they know that I live chat is like the new shiny thing.
Julz: Yeah, I’ve heard it’s good!
Josh: Yeah and then they implement it, but then they don’t have the strategy to follow through with it.
Josh: And so, they’re always unavailable! They don’t have any sort of chat bots to help and it’s just live chat and if you’re unavailable then it’s frustrating!
Julz: Contact form.
Josh: And so, because we’ve had so many experiences, so much experience with bad live chat and good live chat you kind of know what to look for in a live chat now.
Julz: Yeah. Well I spent so much time actually installing a whole bunch of different live chats and just testing every single one of them.
Josh: Can you give us an idea of an approximate of how many you used?
Julz: Oh I think it was close to… like there’s a lot out there but I think that I nailed it down to maybe about half a dozen decent ones, so you know I tried um yeah.
Josh: You tried some popular ones….
Julz: There was a couple of days-worth of installing plugins, and then deactivating, and testing page speeds, and…..
Josh: Yeah. And so we tried like the popular ones and some of the popular ones, Drift.
Julz: Drift, yeah.
Josh: Um what is it? Do you know some other ones?
Julz: There’s WP Live Chat I think, that’s a popular plugin. Obviously Tidio…
Josh: A whole load!
Julz: Yeah there’s a whole load.
Josh: And we tried all of those and there are a few metrics that we were kind of looking for.
Julz: Yeah and they’ve all got pros and cons. Each one is different and they kind of accommodate to a different kind of need I guess. I was really looking for site speed because that’s something that we’re really passionate about, making sure that it doesn’t slow down your site because all live chat does. They all slow down your site no matter what!
Josh: In fact, what we found is that most live chats add between was it like five to eight seconds?
Julz: And more than that! Yeah! I think that’s a decent one some of them added up to like eighteen seconds!
Josh: Eighteen seconds, which is massive seeing as every three seconds of page loading loses half of your visitors.
Julz: Yeah, well….
Josh: It’s literally every second you are losing possible conversions!
Julz: Yeah. So there’s some really cool chats that we found that will actually load some of the scripts after that three seconds, so your page would load a lot quicker.
Josh: So what would happen is the page would be loaded first and then the chat will be loaded after?
Julz: Yeah, like a delay kind of, yeah.
Josh: So good user experience! I get on the page, I want it to load as quickly as possible, and then a few seconds later the chat pops up! And it’s like oh cool!
Julz: And that makes sense right? Because you know we don’t just jump on a page and immediately click the chat. We’re sort of sussing out the page first and then we might click chat a little bit later.
Josh: Definitely! So site speed’s a big one, and what would you aim that you get for page speed?
Julz: So we always talk about having your page speed sitting between like one and three seconds without chat. With chat, I think the best that I’ve got it down to is between four and a half and six seconds.
Josh: Which is massive! Seeing we’ve seen some of those chats at eighteen!
Julz: Yeah. So we kind of found a good optimized website with good optimized chat. Found that good middle ground I guess.
Josh: Yeah. So some of the things to look at in live chat is definitely site speed?
Josh: That’s massive! The next one is simplified communication. Now what you have to keep in mind is live chat is a conversion tool. Live chat is designed so that when a user gets on your site they can ask questions and then you can kind of warm them up so that they will actually purchase your product or purchase your service. That’s the whole point of live chat. If you’ve just got live chat just to sit there to look good, there’s no point.
Julz: Yeah! Exactly!
Josh: This is a tool. This is a tool for you to implement to actually result in more money for you pretty much. And so that’s why site speed is so important, because of user experience! And the number two is simplified communication which is, you want a chat that kind of makes contacting a lead easy. It has to be easy for your live chat operators and it has to be easy for your users, which you didn’t experience.
Julz: No! Not at all, not at all!
Josh: So it needs to be easy to click on.
Julz: And just back to that whole like testing out the other ones, I guess another factor is pricing. There’s a big range of price. And so, there’s cheap ones and then these really expensive ones, so up there like Intercom I think is a couple hundred bucks a month. So if you’re a big business and you’ve got a lot of team and support and tickets and all sorts of things that require that sort of thing Intercom would work well for you. But for the average business, we’ve found another solution.
Josh: Yeah, which we’ll mention at the end of this one here. So in your search for live chat, you should be site speed, a simplified communication. The one that we’re talking about is great because it integrates into Facebook as well.
Julz: Yeah and email!
Josh: Email! Yeah and email, yeah which is great and so Facebook’s a massive one in that everyone invests so much into Facebook marketing. You know, all of those big guys like Gary Vee and Kerwin Rae, all of those business guys. They all recommend pushing everyone through social media on Facebook. But, if they’re, if you can find a live chat on your website that integrates with Facebook, it makes it easier for your operators to respond, because it’s all in one place!
Josh: And then also email is a big one as well, because sometimes on the rare cases you aren’t available, they haven’t found that answer via your chat bot, and so you have to contact them.
Julz: Yeah and hopefully that button works!
Josh: Yes hopefully! And there are some other things in that you want to look for integrations because you can in to integrate live chat with like MailChimp for example. And so there’s a good way to follow up with people via that. But you just want it to be as simple as possible for your user and also for your operator.
Julz: And I like to make it, make sure that it actually looks good as well.
Josh: Yeah and it needs to look good!
Julz: The pretty Live Chat!
Josh: And then the last kind of thing that we have is chat bot integration. Chat bot integration is massive!
Julz: Yeah! So what’s a chat bot?
Josh: Chat bot. Well um, it’s kind of like the thing that everyone has heard of now. It’s like one of those like business things, like all those business guys, like “you need to have chat bot set up” and but I like to call them free money!
Julz: Free money. I like that!
Josh: Free money because, just a few stats because I love my stats, chat bots can save companies up to 30% in customer support cost. 47% of consumers are open to buying items through a chat bot. And an estimated 67% of consumers worldwide used a chat bot for customer support in 2017.
Julz: That’s massive!
Josh: Whether you knew it or not.
Julz: So chat bots, so it’s like a robot?
Josh: So chat bots are robots that are set up, that if a live chat operator isn’t available the chat bot’s there to help you out.
Josh: And so a few examples are, let’s say one of our clients is a coach company. You log on. The operator isn’t available and so the chat bot pops up and says ‘hey the team isn’t available but I can help you. Ask the question here and I’ll see what I can do’.
Julz: Yeah, I see. That’s cool!
Josh: Yeah and then you say ‘well I want the timetable’ and then the chat bot has a keyword ‘timetable’ that triggers a response that says ‘well here’s the link to our timetable’.
Julz: Wow! Welcome to the future!
Josh: Welcome to the future! And so you can set up unlimited keywords, you can set up unlimited automations from your chat bot, and one of those ones was, you said, that you received a discount code!
Julz: Yeah I did! Yeah, although that did come through an actual operator. He had to pull some strings but I have seen other chat bots generate that. So, I think I landed on a pair of shoes. So I was looking at some Adidas the other day and chat bot popped up ‘hey I can see that you’re checking out Adidas, we’ve got a 10% off coupon right here’. I was like done! Consider it done. That was pretty cool!
Josh: And what was their profit margin? Maybe like 80%?
Julz: Who knows??
Josh: They just gave away 10%. They’re still getting 70%.
Julz: Still winning, yeah! And then you don’t have to do anything.
Josh: Yeah and like the possibilities are endless.
Julz: Crazy marketing tactics!
Josh: You can retarget people with chat bots who made it to let’s say to check out page but abandoned their cart. And then you retarget them with a discount code to encourage them to actually check out their cart.
Julz: So, super powerful tool!
Josh: Super powerful! Yeah definitely! And so for our live chats, we recommend when you’re looking at live chats, you look for site speed, simplified communication, the prettiness. You need to make sure it looks pretty and also chat bot integration. And so we’ve kind of come across a solution and we won’t spend a massive time on this and we aren’t affiliated or we aren’t, we don’t, we’re not sponsored by these guys at all.
Josh: But we have found a solution and it’s our favourite solution. And what’s that?
Julz: It’s Tidio.
Josh: Tidio, tell us a bit about Tidio?
Julz: Tidio. So this was the one that I kind of struck the perfect middle ground. It was like, after testing it, I found not only was it the prettiest but it had great load times. It was really easy to use, it integrated with Facebook. It had all the email things, had the chat bots and it was actually reasonably priced as well. So it was in terms of winning all round that was kind of the go-to for me, and their support was really awesome as well. So they obviously use their own Tidio chat support and you could just jump on there and ask them any questions. So if you had any troubles, like I was trying to set something up and I jumped on their chat, they answered it straight away, so yeah. These guys were ligit!
Josh: that’s awesome! And so we kind of encourage everyone to put Tidio on their site pretty much?
Julz: Yeah, and like it’s so customizable as well. Like it can filter into your branding colours, you can get your profile pictures because part of that whole great communication thing is the fact that you’re actually talking to a real operator. And yeah, really easy set-up, easy to install.
Josh: And one of the possibilities, this is a little bit blue sky thinking, is that Tidio has the option to have a landing page chat bot, which means you land on a page, most traditional landing pages are a whole page that’s just full of all of this content trying to convince you to purchase.
Josh: But this one, you land on it and it’s just a chat bot and it has a few suggested questions. You click on the question that you want the answer for and then it presents you with the answer.
Julz: That’s really cool!
Josh: Really cool! I mean not many people have maybe implemented it yet, but the possibilities of it all is endless!
Julz: Yeah, and I think you’ve experimented a little bit with their chat bots as well, hey?
Josh: Yeah definitely! And Tidio is different in that they actually have an inbuilt chat bot builder. Most live chats you have to purchase a chat bot separately and build it in a different platform. But Tidio’s is all built in and it’s super easy, requires no code. Yeah.
So Tidio is big but what’s bigger is live chat. So make sure you have a live chat. We want you to know that if you’re serious about converting new website visitors into customers, live chat is a must! And so, you need to know that you have to install a good live chat and you need to implement an ongoing live chat strategy, if you want this to work. And we also do have a blog post about Tideo which we will link in the show notes below, and we’ll also link our suggested live chat which is Tidio.
And so that’s it for today’s episode of our informal chatting about chatting.
Julz: Chatting about chatting!
Josh: Thanks Jules!
Julz: No worries!
Josh: Now our next episode, Episode 14 is going to be a fun one. We are looking at the most common mistakes people make when building their own websites!
Josh: Hmm, fun. See you then!