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While visitors will always appreciate live chat as a support request tool, you can increase conversions with live chat as it allows you to reach visitors proactively and thus turn more customers into buyers. Live chat instantly changes the perception of the consumer. It gives websites additional credibility and gives potential customers peace of mind that customer service is a priority. Information-seeking consumers definitely thrive on live chat, and even transactional shoppers take advantage of being able to confirm a price or feature before purchasing. Research shows that live chat can help increase conversions by 20 percent or more.
Your business require offering different services in both physically open store and online store. The customers and visitors online are more demanding and need more attention. You need to be ready for such demands as a business. In this period, first you must have a personnel on your live support system all the time and make sure the chat system is active. Don't forget your prospective customers use internet 24 hours a day. Therefore, if possible, make sure that an operator is available to receive live chat requests and answer questions, and keep your live chat hours as long as possible.
You can do this by using live chat software such as LimonDesk, which allows your employees to chat with mobile devices, and significantly extend the support hours. A great live chat app, LimonDesk allows operators to support your visitors and customers from anywhere (from the operator's desk or phone on the go).
Online sales processes require your business to respond to live chat requests 24 hours a day, but this may not be possible for your company. While Limondesk, a good live chat software, allows visitors to leave messages to you while your agents are offline, what you should remember is the fact that nothing will make the visitor happier than helping you personally and in real time.
Instant messages can save you a lot of time compared to manually typing entire messages or replies and are one of the best features of live chat. You should always create template messages carefully so that they don't seem too impersonal or robotic. While some template messages are absolutely timely and necessary (like the first greeting), template messages may offend some visitors if they are not well-timed or too "general".
Encourage your live chat operators to interact with visitors and customers on a more personal level to foster an atmosphere of trust and use template messages only when appropriate or necessary. This type of approach makes your visitors more comfortable communicating their requests and needs and helps build your company's customer service image.
Many users think that pre-chat surveys are only for asking for basic contact information like names and email addresses. While this may be true for some platforms, good live chat apps like Limondesk allow you to customize pre-chat surveys so that in some cases you can direct visitors to the relevant department or a chosen representative. Customizable pre-chat surveys also allow you to create your own fields that you can use to gain valuable insights such as special interests or other data. This data can then be used to direct visitors to the person best equipped to turn the visitor into a buyer or customer, or perhaps assist them.
Many companies that use post-chat surveys do so simply to gain more insight into their operators' performance. However, if you're using post-chat surveys just to get a "star" rating for your operators' support service, you're not actually using it enough. While not an option in all live chat apps, the best offer great flexibility in customizing post chat forms with your own fields and questions. This type of customization allows you to offer targeted content to visitors, thank them on a more personal level, and even ask for ways to improve your service or offerings. Think of post-chat surveys as another opportunity to show visitors how you deserve their business and loyalty so new customers can be converted into repeat customers.
Modern live chat apps like Limondesk support automated invitations that allow you to proactively send chat requests without taking any action from visitors. Also, the best live chat systems allow you to customize automatic invitations and create rules for their use. Automatic invitations are a great tool to get to know your visitors.
Engaging visitors with your live chat app can be crucial in increasing conversions. Automatic invitations are a way to ensure that every visitor gets a chance to chat with your operators.
Content in the form of FAQs, How-tos, and Knowledge Base articles is a great way to provide valuable support to your current and potential customers. Even if you create these areas on your website, not all visitors can find content quickly and easily. With live chat, your operators can use template messages and links to send links to help files directly to visitors, saving users valuable time. This can also save your operator's time and can also help increase conversions while providing a more professional image for your company.
One way to get around this is, as soon as a visitor shows interest in purchasing your products or services, your representative will ask, "Can I transfer you to a sales representative?" As soon as he says it, the visitor may get scared and leave the conversation. If your salespeople have time between sales calls or appointments, have them log into your live chat system and respond to a few chat requests.
Offering incentives such as coupons/discounts or free delivery to your customers for logging into live chat offers many benefits. The first of these benefits is that if a potential customer requests a coupon, they are more likely to purchase the product. Second, you will increase the use of the live chat function. By increasing the use of live chat, we get a better idea of questions and potential problems customers may have on your site. This allows us to continuously improve our site and increase customer happiness.
Putting your live chat tool in the right place and reply speed is crucial. If you're late in reply, you may have lost potential customers who were frustrated when their questions weren't answered early.
After getting good feedback for a live chat session, operators should always remind visitors and customers to like and follow your company's social media accounts. Encouraging happy visitors to like and comment on your social accounts is an outstanding way to promote your brand and build trust in social communities.
To get information about the live support software LimonDesk, contact us on +90 444 40 80. You can try out the free demo panel for 15 days.
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