Understand the power of live chats
If you have been using various social media tools and have not yet gotten the desired results, perhaps you have not yet discovered the power of chat applications for your website. It is an untapped area to bring business to a competitive stage.
We introduce you to a web-based chat application and its key utility implementation to remain connected with the visitors on the site. Here is what live chat support can do.
Online visitors accessibility
A study done by Forrester Research found that online customers need real humans to interact with while shopping online. The consumers who were treated to live chats were guided while the purchase was on. It made it easier for them to pick products without any hassle. Nearly 44% of them returned to the same e-commerce site for further purchases. It is an important feature that any website can offer. Such accessibility to the visitor offers better conversion rates and is better than dealing with a call centre agent. Live chat is better than dialling non-numeric responses and in the end having the call cut off. It can be exasperating. As live chats become the key to success, they also cut down expenses.
A web-based chat application goes an extra mile
While doing business online, the challenge lies in not letting the visitor leave without a purchase or a good experience. A live chat can influence the purchase if done correctly. The following tips will be useful:
- A team app is useful for live chats. Keeping this in mind it is important to have all agents in the team to be knowledgeable about the products and services being sold on the website. Knowing about the stocks and guiding/navigating the visitor is crucial. They should be able to respond to queries quickly and should know the FAQs.
- In the current situation, a 9 to 5 chat is very limiting. Once, you have the data about the time when the customers are likely to use the website, install the software to support time zone visitors. Outsource the chat work to a team that will stand by. This enables the visitor to get information in real-time rather than have a time gap.
- One of the successful ways to utilise live chat is to get salespeople who have a solid marketing background. They are attuned to handle queries more efficiently rather than offer robotic answers. This keeps the effectiveness of the chat.
- Often feedback makes or breaks an experience for the visitor. If you have a social page at the end of the conversation ask the visitor to like the page or tweet about it. It enables others to use the function.
- When too many customers are chatting, ensure that they are told about the delay in responses due to the queue. It enables them to wait patiently.
- One of the most essential features of any web-based application is to have legible fonts and a proper transcript of the conversation.
Hopefully, the above information will help you to add more muscle to your marketing and sales teams. As competition increases, even small business owners can utilize them to increase employee productivity.