Why does live chat make such a huge difference in conversion rates?
It has been suggested that live chat is the only way to provide real human interaction during an online purchase.
Unfortunately, it’s difficult to help customers through this stage when they see nothing more than a computer screen. Live chat allows your agents to help mitigate that sense of risk by providing reassurance and a sense of value in the product being purchased. Below are 25 tips to help you get started with live chat.
Action: Identify a list of target pages where you want to increase the conversion rate, and program them to automatically raise the chat offer after a period of 30 – 60 seconds.
When customers initiate a chat session, they should be allowed to provide some preliminary information, within a pre-chat survey, that will set the direction of the chat session.
For example, they can provide their name and a quick description of what they’re looking for.
The chat agent can then enter the conversation prepared to answer the customer’s concern.
While a lot of work-at-home jobs are phone-based, the Internet has opened up a new breed of customer service that does not require being on the phone.
In fact, live customer service chat is becoming more and more popular every day.
Action: Create a set of professionally designed pre-canned messages and train your chat agents how to use them.
Customers won’t always initiate the chat conversation, so you will need to proactively identify individuals who may need help and then raise the chat window with them.
You can use carefully worded standardized canned messages to automate parts of the conversation and augment your professional profile.
Use this feature with good judgment, because too many canned messages can make your customers think they’re talking to a machine rather than a real person.
Action: At the conclusion of a live chat session, offer to email a copy of the transcript to your customer for their records.