The internet is the first place people go when they have questions. And yet, more than half of all sales are initiated by phone calls. In this day and age, it’s crucial that you provide your customers with the best possible experience on your site. It’s also important that you keep them engaged throughout their interaction with your brand – and website live chat can help achieve both goals!
Measure the effectiveness of your livechat
When you have a live chat solution on your website, the effectiveness of your live chat can be measured by looking at the following metrics:
- average response time and average handle time;
- the number of chats initiated, number of chats closed, and number of abandoned chats; and
- customer satisfaction (CSAT) score.
You can use these metrics to identify areas where you need to improve the performance of your website online chat tool and integrate your site with a website live chat solution that is more effective at handling different types of queries from customers.
Integrate your site with a website livechat solution
It’s important to integrate your site with a website chat solution. This will allow you to have a direct line of communication with your customers and prospects. You can then easily provide them with the information they need and close more deals.
CRM, or customer relationship management software, allows you to manage all conversations for each customer separately in one place so that you don’t lose any important data about them or their preferences over time. It also helps you analyse the behaviour of your customers by tracking online activities such as time spent on the website, pages viewed, etc., which can help improve conversion rates further down the line.
Assign qualified agents to chat sessions
Make sure you assign the right agents to chat sessions. You need people who have the skills and experience needed, as well as a good understanding of your product or service. The agent should be able to solve customer problems quickly and answer customer questions.
Training your agents will help them provide the best online chat web site service possible. They need to understand your business and how you operate and know what customers expect from them.
Ensure that customers can reach you around the clock
Customers looking for help or information at any time of the day or night need to be able to reach you right away.
Live chat is an excellent tool for providing instant customer service. It allows you to provide answers, solutions, and more directly from your website without making customers wait on hold or send an email that may only get answered hours later. The best live chat services give businesses 24/7 support so that customers can message anytime, day or night.
Track your customer touchpoints
Tracking your customer touchpoints is an important aspect of your online chat software. By tracking touchpoints, you can identify which parts of the journey need improvement and what types of experiences are leading to higher sales conversion rates. This will also help you determine where customers have dropped off in their journey and at what point they started losing interest.
There are many different ways to track customer touchpoints:
- Customer journeys. Identify each step in their buying process and how many steps they take before making a purchase.
- Customer service. Track the progress of each conversation with your team members so they can see how long it takes them to respond, how many messages they receive each day, etc., and then figure out if anything needs improvement.
- Customer satisfaction. Measure how satisfied customers are with their product or service after using it. You can also use exit surveys when people leave your site, so their feedback isn’t lost forever.
After you install live chat, the next step is to integrate it with your website. This is a very important step because it allows you to start receiving live chats directly from your website visitors. The integration will allow you to track all the conversations on your site and view visitor profiles in real time.
This way, if a customer has an issue while browsing on your site or has questions about any of the products or services listed there, they can easily contact someone through live chat without having to email or call you first!
With website livechat, you can boost conversion rates on your site.
A live chat feature on your website is a great way to interact with your customers. It helps you better understand your customers’ needs, which can help you make more informed business decisions.
When using live chat, it’s important to be familiar with the software that you are using.
The goal is to provide value and build trust by providing quick responses and showing empathy towards customers’ questions and concerns when they reach out via chat window on your website’s homepage or inside product pages, where visitors are browsing around before making a purchase decision.
Live chats let visitors know that someone is available for them 24/7, so they feel like they’re fine without bothering anybody by calling during off-hours or emailing after hours when everyone else has gone home for the day.
In summary, website livechat is one of the most effective ways to increase your conversion rates and drive more sales. It’s also a great way for you to get more information about your customers and their needs.
At Greechat, we help businesses increase sales with our fully managed live chat service.