It won’t be wrong to say that people love to get problems solved fast. Receiving an immediate response to their query or issue is a huge confidence booster for them. An efficient live chat software for is one of the many ways a business can do that.
A live chat support gives the customers a comfort of chatting right from their computer, with some degree of privacy. This, in turn, compels them to be more open with the live chat customer support representative. In fact, a 10-30% increase in conversion rates can be expected on the transactional websites that have a reasonable amount of traffic that justifies using chat.
Using live chat for business, so as to boost sales, however, requires some tactics. These tactics if followed religiously, can actually help increase the conversion rate exceptionally.
Know when to start a chat:
Not all visitors on your site are equal. Some are just browsing idly, others are shopping around and comparing and the rest are primed to buy but are having a difficulty in convincing themselves. Knowing who is what is how you run an efficient live chat selling machine. You’ll have to use the tracking features in the chat software to know this. So, utilize the feature to target those visitors that are on pages that have the call to action buttons.
Now, if you are selling a software, ping the visitors who have been on the demo page or are browsing the plans and pricing page. If you are running an online store, ping those who are on a product page for quite some time but not yet clicked on the shopping cart button. These are the people who can convert.
Don’t be obtrusive:
While starting a chat and being proactive is well and good, too much of it can be a bad thing. Because of the nature of a live chat assistance, a virtual store assistant does not have the benefit of interpreting body language when interacting with site visitors.
Therefore virtual sales assistants have to be extra sensitive to visitor responses. If a polite question asking whether they need any assistance is declined or ignored, the live chat agents have to withdraw themselves from the conversation immediately. However, they have to assure the visitor that they will be around if needed.
Understand your business:
More than anything else, if you want to start a conversation which crowns in your visitor giving you their money, the person doing the chatting on your end has to know every bit of your business. They have to understand what services or products you provide. They should know the pricing and the best match for the visitor’s requirement.
Think of them as real-life shopping assistants. Would you buy an expensive lens from a camera store if the guy at the counter barely had the knowledge about what was in stock or doesn’t ask what kind of camera you presently own?
Figure out client requirements:
Selling anything requires that you understand the requirements of your customers. In the context of online selling, you have to understand what drives visitors to your page, which pages are the stickiest. Additionally, you should also identify the top referring pages and keywords and what prompts visitors to click away.
If you are running an online store you have to be particularly careful about shopping cart abandonment. You should further attempt to understand the reasons behind it. If you are talking with your customers via chat, try asking open-ended questions, not designed to sell. This will often get insights that outweigh the value of a single sale.
Leverage live chat to epitomize connections:
People like talking to people, period. And when it comes to buying, people prefer going to a place where they are recognized. That’s why you have your favorite coffee shop. Online, you can take this concept by personalizing your interactions with your visitors. Contrary to what you might think, facelessness of the medium is not that much of an obstacle in establishing one on one relationships. You can use a variety of tactics from analyzing the past purchases of signed in visitors to providing more localized options based on their IP address to appear more attuned to their needs.
Undoubtedly, live chat is an untapped potential for your business. Live chat has the ability to provide the convenient answers that customers want. Moreover, it effectively adds significant benefits to the staff and bottom line of the companies.
