Live Chat
The following is provided as key information and ideas to get started with these technologies and not to be considered a full evaluation of available vendors or any issues associated with vendors.
The following is provided as key information and ideas to get started with these technologies and not to be considered a full evaluation of available vendors or any issues associated with vendors.
Many services offer free trials and most offer per user pricing. Some offer higher pricing for the initial user, and much lower monthly pricing for additional users. There is a wide range of pricing and services available. Pricing ranges from free to $79 per user per month. Some platforms allow unlimited agents but charge by the number of chats per month. These range from $29 - $299 per month.
How to quantify the benefit of your live chat service.
| (+) Customer retention (calculate average annual value of customers X increase in retention rate) | $ |
| (+) Increase in new sales (calculate average annual value of new sales X increase in new sales rate) | $ |
| (-) Cost of live chat service | $ |
You can use your live chat solution to track a variety of Key Performance Indicators important to your agency.
Measure the total number of chats on a daily, weekly and monthly basis.
Identify issues and opportunities early.
Average time to close conversations.
Converting sales leads.
Number of chats that go unanswered.
Average time customer or prospect has to wait until they are engaged in chat discussion with your team.
How likely customers are to recommend your agency.
Increase or decrease in customer satisfaction levels.
Ability to solve customer questions, needs and issues.