The trouble with online shopping is that many customers are disconnected from someone who can answer their questions in real time with precision. Rather than watching potential customers click away from their e-commerce sites, many businesses have been adding live chat support. As it turns out, live chat has the ability to provide the convenient answers that customers want, while also adding significant benefits to the staff and bottom line of companies.
With employees spending less time on the phone, they can multi-task during chat conversations and cut the waiting queue to a fraction of its former size when compared to a call center. Not only is this a process improvement but it increases the chances of overall sales .
The general trend among users in marketing forums and on blogs is that live chat on a website can generally lead to improved sales numbers.
The key is that customers have someone who can immediately walk them through a sale if they become confused or have a question that can make or break a sale. This helps eliminate bounces away from retail websites and ensure that full shopping carts make it through check out.
Many top retail businesses are not offering chat. If you want to gain an edge on the competition, live chat is a key feature that websites must have in order to be competitive and to hopefully rise to the top. In fact, live chat provides a simple way to connect with customers who spend a good deal of their money online.
The cost savings and convenience for both staff and customers makes live chat not only a viable option for businesses today, but an essential tool for any company that thrives on providing excellent customer service.
A customer’s frustration or need that has yet to be filled is called a pain point, and marketing teams mine social media and message boards for these pain points. Armed with these pain points, we can either write new content (for a blog or for an article) or create benefits/advantages for our advertising. In addition, pain points can turn into sales opportunities with customers.
Live chat provides immediate access to customers’ pain points. When customers use live chat, they’ll try to ensure that a product will perform as advertised or that a promotion will provide the discount they want. In addition, as live chat representatives talk to customers, they can find out ways to improve a company’s products and services.
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:
Live chat is different from a phone call, since all replies must be short sentences that get right to the point. Long paragraphs don’t work in live chat. There is an art to knowing when to ask a question and when to offer solutions or additional products.
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