Why a live chat on your website can improve massively customer acquisition

Web owners often assume that users will understand the message they intend to convey as clearly as it was envisioned during the design of the front page. However, this is rarely the case. Even with well-thought-out front pages, users’ attention spans are typically limited to 5-10 seconds. This is why adding a live chat tool on website can provide a significant advantage in acquiring customers, as it allows you to address specific questions they may have about the services you offer in real-time.

Providing a way for the user to contact you with a live chat

Let’s be honest: it's impossible to fully detail the services or specifications of your product within the limited space of a landing page. Writing a lengthy text to explain everything can be even worse, as most users won’t take the time to read through it.

Often, users visit a website with a specific need that your service may address, but it’s not clearly outlined in the initial lines of your front page. In such cases, having a live chat tool enables users to contact you instantly, allowing them to quickly resolve their questions.

Given the affordable pricing of live chat tools today—often with free trials and premium versions available for as little as $20/month, such as with Busatools—not having a live chat on your website simply doesn't make sense.

In addition to allowing users to contact you, many live chat tools enable you to reach out to users directly. Imagine this scenario: a user has been browsing multiple pages, and added items to their cart, but hasn’t completed the checkout process. They might leave the page, continue shopping, or be experiencing issues finding the checkout page or dealing with a malfunctioning field specific to their location, browser, or device. Initiating a conversation can help guide the user through checkout or uncover bugs you weren’t aware of. All of this can be achieved for a monthly cost that is often less than the profit margin of a single sale on many eCommerce sites.

Which kinds of businesses can benefit from a live chat?

While most businesses can benefit from a live chat, there are certain types of sites where it may be less practical. For example, pure blogs that don’t sell products rely on millions of visits to generate income. Having a live chat on a blog with thousands of visits but low conversion rates could be counterproductive, as users may initiate conversations that don’t lead to revenue, ultimately wasting time or money.

Additionally, websites with a profit margin of less than $5 per sale should consider whether the time spent converting a sale justifies the margin. The simplest approach is to try it out with a free trial and see if it works for your business.

For most other businesses with higher margins per sale, live chats are almost always beneficial. As mentioned, they typically lead to a significant boost in conversions, and the associated costs are usually very low.

How do I add a live chat to my website?

Setting up a live chat is usually straightforward, though each tool may have its own method. For instance, with Busatools, the previously mentioned service, it’s as simple as adding an HTML code to your site to download the script, and then activating the chat in your profile. The process typically takes just a couple of minutes, though customizing welcome messages, agent names, and pictures may take a bit longer.

Which web apps offer a live chat?

There are specialized platforms for live chat integration, such as Live Chat or Crisp. These services are generally more expensive and don’t offer additional features because they cater to larger companies with dozens or even hundreds of live chat support agents.

For smaller websites, Busatools is the best option. It offers all the essential features of other services but also includes a range of tools useful for web owners and developers, such as deep analytics, user session recording, heatmaps, error management, feedback systems, and more—all at a lower price than competing services. If you're running a website with 1-10 employees, this is likely your ideal choice.