Getting connected with your customers is an important aspect of operating a service or a product oriented business. A simple way to do this is through live chat service – a very effective and most of the time an undervalued resource.
If utilized properly as part of your overall customer service plan, live chat software has the capability to improve conversion rates by providing customers direct access to a live support agent while they are still on your site. But if you are only thinking of adding only an online icon and simply wait for the orders to pour in, you will be disappointed.
If you want to use the live chat software to the fullest, there are certain rules that you need to keep in mind so you can improve your business conversion rates. Here’s what to focus for, and how to ensure you are utilizing your live chat software to the fullest.
The best live chat service includes intelligent analytics that can be influenced to learn which pages consumers are visiting, how long they are staying on that particular page, and how they landed there. Normal analytics packages can perform this as well, but, live chat analytics have one vital advantage – they provide the best opportunity for the support representative to initiate a live chat session.
Most of the time when a customer is making a purchase, the customer needs to think about it carefully. They may need to compare the prices and the models to determine if they are getting the best deal. They might sign out of your website and may come back to the site several times before making a purchase.
Through these, both the live chat customer support and the analytics can identify consumers who have been comparing various brands or who have spent a longer time on particular pages. By sending an invitation to see if the consumer has any inquiries, sales representatives can provide the answers and close a sale. Definitely, live chat service can boost your profit. Also, customer support monitors the effectiveness of the live chat software by matching chat logs manually to every customer’s order.
Increases Average Order Value
One of the biggest company Virgin Airlines, use live chat not to sell tickets, but instead uses it to upsell customers. Users who visit their sites are in the process of buying tickets, so they don’t need to be convinced. But by upselling them through live chat as they complete their purchase, Virgin has made an enviable conversion rate.
Additional order value from consumers who use the live chat service is around fifteen percent as compared to those who don’t. Also, consumers who join in live chat tend to convert 3.5 times as often as those who don’t. Live chat is more affordable as compared to emails and phone calls as one live chat representative can basically do the work of 15 customer specialists who are taking calls and emails.
The lesson here is that live chat does not have to be about giving support and providing answers to questions. If employed strategically, it can likewise be used to upsell a conversion, or, if the customer is doubtful to move ahead, down-sell with a lite option.
Intelligent Page Tracking
The best live chat service should be able to answer all the consumer questions; it does not matter what page they are on your website and how long they have been there. Some chat service can be accessed only on a particular page. Thus, consumers need to navigate back to that page and it might only waste their time and might compel them to navigate away from your site.