Live Chat has emerged as one of the pre-dominant and reassuring tool for sales and support in the last decade or so. It has become a critical tool for improving website conversion rates.
An eMarketer paper recently published cites live chat as being directly aiding to 38% of online purchases. And, 62% of consumers who have used live chat felt reassured and said they would be more likely to purchase again from the merchant who provided the service.
This brings us to the question — Why & How does live chat make such a vast difference in conversion rates? That’s because “it is the only tool available to provide customers real human interaction during an online purchase!”
Besides having an attractive and well-designed theme platform from credible theme providers like Colorlib, Live chat provides consumers with a sense of reassurance while also answering their questions and has been made possible only through Live Chat.
John Holland and Tim Young, in the book, Rethinking the Sales Cycle, identify the sense of risk as being the most prominent emotion present in the final stages of a buying cycle. Unfortunately, it’s difficult to help customers through this stage by only providing the data you present on your website, there isn’t that much trust established.
This is exactly where the human element plays a vital role leading to customer conversion. Live chat enables the agents to mitigate that sense of risk by providing a sense of value and reassurance in the product being purchased. The world of difference this makes it undeniable.
Thus, making most of your Live Chat sessions becomes imperative and the impression you leave is long-lasting and builds up trust in the brand. So here I glanced through a customer’s perspective and I present to you seven ways to give your customers the best support via Live Chat:
1. Use Pre-Chat Survey:
Most of the times customers might want to talk or ask a question about your brand but they get frustrated by the process of connecting.
Pre-Chat surveys allow the customer to fill in some details thus, engaging him and helping initiate the conversation meanwhile the information can then be used as guide to the agent who can best help mitigate the issues they have.
This also allows the chat agent to enter the screen fully aware and prepared for what he will be facing; this saves us precious time and unnecessary frustration of having to explain our issue.
2. Use Targeted Proactive Chat:
As mentioned above in most cases the customers by themselves will not be the ones to initiate the conversation and even though we may not really have any issues and may refuse an offer to Live Chat but the offer itself is enough to convey the sense of goodwill and goes a long way.
You should allow the customer browse the site for some time, then you pop up the chat request. It helps the customer get oriented and more likely to accept the chat invite as well as having a more effective and interesting conversation.
3. Add Chat Button to Email:
Be it a periodic newsletter or follow-up email that you send to your customers, there are times when they have certain questions but the replies either aren’t accepted or many times are kept pending for days.
This is quite understandable from a company’s perspective who have to handle a large number of prospective customers — Thus, adding a Live Chat button in the email itself allows easy connection giving your customers and email subscribers added benefit.
This way, you even stand the chance of getting more email subscribers.
4. Keep Track of Chat History:
While many good firms employ this tactic there are still a lot who don’t. Your customers feel great getting to know that the agent knows what it is that you have talked about previously —More often than not, its development of the same issue or is in a way related to it.
Thus, keeping track of chat history might help you understand the context from which your consumer comes from. Knowing that my conversation is being continued helps me understand that my inputs are valued. This is something that every firm should employ.
5. Be Genuine & Helpful:
Every live chat session is an opportunity for your customers to screen your company and judge its values. It is also easily established whether you’re being honest and truthful. Every session is an opportunity for you establish yourself as customers loving, genuine and helpful — Don’t squander or let go of this opportunity.
Chat agents should communicate honestly let the limits of what they can do be known. Many – if not most – customers get a sense of it when the chat agent stretches the truth.
If necessary, the agent should feel free to offer or direct the customer to a more knowledgeable person regarding the subject matter. In all cases, help & genuineness are the attributes you want to convey to the customer.
6. Accept Chat Requests Automatically:
More often than not, some Chat request keeps lying around for several minutes before an agent is allocated. The customers shouldn’t have to wait for so long before an agent is connected. Instead, once a customer initiates a chat session, the chat request should be accepted automatically and customer should be informed that a chat agent will respond in a short while — Optionally, during this waiting period, the customer can be offered to fill out the pre-chat survey, as mentioned in Point 1.
7. Be Engaging and Thankful:
Be thankful and train your agents to proceed with attitude of gratitude. Even though many customers may not care much, the psychological effect cannot be ignored. We would rather deal with people who are grateful for our business than those who just take it for granted.
Be engaging. Not everyone is able to do this. But it shows you have genuine interest in solving the customer’s issues. The following points will help a great deal –
- Listen intently and ask probing questions.
- Know the product and offer key insight to the problem.
- Focus on the customer’s issues, not your own.
- Use proper grammar, this is particularly useful when conversing with those who don’t share your native language.
Thus, in summary Live Chat is a useful tool for the consumers to reach out directly. The above mentioned points will help a great deal in enhancing the experience.
Image Credit: Vocalcom
Thanks for reading 🙂
Author: Daniel Moayanda
Dan. is a young strategist, motivational writer and public speaker. He provides entrepreneurs with success strategies and backs it up with the right motivation needed to explore. He also writes about finding a way out of everything in general!