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The majority of websites contain design flaws these impact online businesses as they often make it hard or even prevent customers achieving their goals such as buying products or services, finding specific information, raising a service request, using self-service, opening an account etc.

A service which is helping website owners identify all of the above and more importantly helping to overcome these issues to improve customer support and online conversions is Live Chat. It is more essential now than it ever has been as competition online increases to improve your site's customer experience.

Website owners need to identify if their site provides the following;

Is essential content available and is it where it is required?
Can users achieve their specific objectives from the website?

Is essential function available where needed?
Can users locate function to enable them to achieve their objectives?

Are search options comprehensive and precise?
Is search specific enough to help a user achieve their goals?

Are forms correctly placed on the site?
Can a user follow the next logical click?

Does the site build online trust?
Is the site reliable and secure?

Does the Site help users avoid and recover from errors?
Are instructions clear and error messages clearly displayed and are fixes provided?

Live chat assists with all of the above;

Live chat can help users find the specific content they are requesting, and improve site functionality. The ability to push web pages, images or files and remote control to aid with form completion or technical issues instantly improves customer interaction, service and ultimately customer support and online conversions.

Chat helps build online trust users know that there are physical humans operating the site, instantly instilling confidence and any issues relating to navigation or any errors are easily addressed with chat agents in real time.

Live chat serves business goals by serving customer goals as it makes it easier for user to buy, it helps reduce calls to your contact centres and it makes it easier for customer to find the answers to their specific questions in real-time.