Top Ways Best Live Chat Solutions Make Better Conversions
If you’re looking for a way to boost your sales and customer retention, then you’ve probably already considered the benefits of live chat. But what makes this type of digital customer service so effective? And how do you know whether or not it’ll be suitable for your business? Well, we’ve got some answers.
In this post, we’ll take an in-depth look at how live chat can help boost conversions on your website by streamlining conversations with customers, increasing order value and providing better support than other types of messaging channels.
Table of Contents
- Top Ways Best Live Chat Solutions Make Better Conversions
- It’s all about timing
- Optimising live chat messaging
- More about having the right personnel to fulfil a customer’s request
- Why is it important to have human touch?
It’s all about timing
When customers enquire, they expect a rapid response. The best live chat agents can find the perfect balance between being friendly and professional while also being willing to learn from their mistakes.
They know how to ask questions requiring minimal customer information so that it doesn’t interrupt their workflow.
It’s vital for customers not to wait too long for an answer when contacting a company via automated live chat – especially if they need help with a problem right away. You should look for someone who has excellent communication skills, is willing to learn new things, and is friendly, engaging and helpful.
💡KEY TAKEAWAY: Live chat agents who provide customers with the best experience can find the perfect balance between being friendly and professional by learning from their mistakes.
Optimising live chat messaging
To go live chat with your potential and current customers is an effective way to engage with them, but it can take a lot of work to do it well.
This means they need to take advantage of opportunities to cross-sell and upsell, which could lead to more sales.
To make sure you’re getting the most out of customer service chat software, follow these four tips:
- Keep it personal. Don’t use a template for every customer or message – it’s essential that you treat each person as an individual.
- Ask the right questions. You want to get customers from the first point of contact to the next step in their journey with your brand as quickly as possible. That means asking questions that will guide them through their purchase cycle and help you identify where they are in the process at any given moment.
- Make sure you have the right personnel to fulfil a customer’s request. Just because someone is available for live chat doesn’t mean they’re qualified to help customers via live chat – especially if they’re not trained on what types of products/services are sold through your site or why they should buy them.
- Hire customer-centric employees. The best employees will be able to put themselves in their customer’s shoes and understand what they want and need, whether it’s a product or service. They should be able to help customers quickly and efficiently, no matter what level of knowledge they have about your company or products.
💡KEY TAKEAWAY: You can get the most out of your live chat service by ensuring your messages to your customers have a personal touch and that you have asked the right questions and have the right team on your side.
More about having the right personnel to fulfil a customer’s request
When dealing with customer service, getting caught up in the moment is easy. You’re so focused on solving the problem that you forget what might happen next.
That’s why it’s essential to plan and ensure you have all of your bases covered – especially regarding staffing.
First, you should be prepared for peak demand. If you’re expecting an influx of customers, ensure your team is prepared. Make sure they know what’s coming and have enough time to prepare for it.
You can also have extra people on hand or a plan for handling calls if someone gets sick or has an emergency at home. If necessary, consider hiring temporary help during those peak times.
Moreover, there must be training in place for your team members. If you have a new hire who is going to be dealing with customers, make sure that person has the proper training.
It’s only sometimes possible to train every team member on every aspect of your business, but if there are certain things they need to know (like handling customer complaints or answering common questions), make sure they’re up-to-date on those areas.
💡KEY TAKEAWAY: Having a well-trained team is key to delivering the right customer experience that can help transform website visitors into actual customers.
Why is it important to have human touch?
Chatbots are often touted as the future of customer service, but they can only do so much. While they can provide information and answer questions, they could be better.
In fact, if you have a more complicated issue that requires a human agent to handle it, having a chatbot first engage with the customer may result in them giving up on the conversation before it’s even begun – and this is bad for business.
After all, no one wants their customers to feel like their complaints aren’t being heard or addressed appropriately by your company because there was no real person available to speak with them (or worse: because there was an automated bot impersonating one).
For businesses to fully leverage AI technologies like chatbots within their customer service strategies – and save money doing so – they need to understand when these tools are appropriate for use and when humans should be brought into the equation instead.
💡KEY TAKEAWAY: Chatbots are great for automating customer service, but businesses need to understand when to use them and when to bring humans into the scene.
Excellent customer service is the end goal.
Ultimately, we must remember that a great customer experience is the only thing that matters. Whether you’re using live chat software or not, if your customers aren’t happy with how they were treated, they won’t buy from you again.
This means it’s important to keep things personal and friendly while also providing clear answers to make sure they feel satisfied with their purchase before leaving your site.
This blog will help you understand how live chat can boost conversions on your website by streamlining conversations with customers, increasing order value, and more.
At Greechat, we can provide you with a comprehensive live chat solution that maximises your website traffic to boost sales.