The fastest way to
help your customers
Start chatting with visitors who need your help
Live chat converts 20% to 30% more sales than not having it.
There are customers waiting on your website
What a better way to offer them help than through a quick chat on your website? It’s way faster than email and more efficient than phone.
Don’t make your customers wait.
Live chat has the highest satisfaction levels for any customer service channel.
People appreciate live chat for a number of reasons, and time is a key factor. Of those who prefer live chat
Said they did so because they get their questions answered quickly
Agreed it was the most efficient communication method
Live chat converts 20% to 30% more sales than not having it.
Never miss an opportunity to help a customer, warm up a lead or close a sale. Live chat apps are available for iPhone, Android devices or use any internet connected mobile device to chat with customers.
Live Chat
- Increases Sales
- Get to know your customers
- Support on the go with mobile solutions
- Customer insight and feedback
- Is Convenient for Customers
- Gives You An Edge over Your Competition
Live chat opens a direct line of communication with your website visitors. Connect with visitors much like you would in person. See what and where they are browsing, pro-actively engage them in chat or simply answer their questions in real-time the way they like it.
Built in Visitor Triggers allow you to enhance the shopping experience by showing your visitors the right offer at the right time, giving your team the upper hand in making sales.
Tips on Making Live Chat go the Extra Mile for Your Business
Live chat can obviously increase your business potential, but only if it’s executed correctly. Here are some important tips to ensure you make the most out of live chat software:
1. Train your team! Your live chat representatives have to be knowledgeable about your products, services and inventory and know how to navigate your website. Provide cheat sheets and FAQs to improve their performance and to make it easier for them to answer your customer’s questions quickly.
2. Be aware of your shopping hours. If you own an online soccer shop in California, there is a chance that most of your visitors are international. Use analytics to determine when most of your visitors are using your site. Don’t assume 9 to 5 chat hours will work. If you have a problem sourcing local employees to cover off hours, consider outsourcing help using services like Odesk or Elance.
3. Don’t be too robotic. The whole point of having live chat available is to provide warm, human help to a customer’s shopping experience. Having robotic greetings or responses can kill the effectiveness of live chat.
4. Consider hiring people with sales experience. For the most effective use of live chat, consider using inside sales people and not just customer service representatives. People who have sales experience will more likely lead customers towards sales and increase the possibility of up-selling.
5. Don’t Forget To Plug Social Channels. You always want to be capturing information and attention – it’s the only way to succeed online. Take the conversation your agents have during a chat session and use it to drive traffic to your social channels by having prepared statements that are used at the end of a session:
“Please like us on Facebook [insert link] and follow us on Twitter [insert link] to stay up-to-date.”
“If you’ve found our conversion helpful, click the following link to tell people about it [insert a link to a Click To Tweet message].”
6. Be prepared for surges in chat volume. Customers need to understand that they are in a queue and a representative will be with them shortly, if not immediately.
7. Give your customers helpful chat features. Customers will also need to be able to modify the font size and to request a transcript of the chat.