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How to increase sales using live chat software
Learn how to increase conversions through talking to your site users.
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There are some things you should and shouldn't do when chatting with website visitors.
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New to this strategy? Read our primer here.
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Look at screenshots of how some of the biggest sites on the web using live chat services.
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Top Live Chat Software
Is Live Chat Software Worth It
Picture an ordinary e-commerce website. It has a nice design, lots of products and great content. Everything seems to be going well, but if only you could see what users actually see on this site.
You may be surprised by how many visitors can't make up their mind because they don't trust the site. Or how many others don't finish their purchase because of a vague product description or confusing interface. And there are also those individuals who just aren't sure and can't choose the right product. You could save so many sales if only you could offer customers advice and help.
So how can you reach out to these customers in order to make sure that they find the answers they need? Simple-you can install live chat software. Live chat software allows your visitors to chat with you in real time. It's easy to use, incredibly simple to install and it doesn't require any updates. All you need is a web browser.
In this article, we'll discuss the many benefits of owning live chat software. We'll go over a few essential tips about setup and strategy. We'll take a look at a few individuals who have experienced success with them. And you will also be given a few options from which you can choose. So let's get started!
The Top Reasons To Use Live Chat
Shopping cart abandonment is a huge problem that is very common to eCommerce stores all over the web. In fact, if you’re reading this and you are a merchant, then it is very likely that your eCommerce business is experiencing or will experience cart abandonment.
Though many people choose to ignore this problem, the best solution is to face it head on so that you don't risk missing out on a lot of new and repeat customers.
People shop online because they have tons of options. So when a potential customer has a question, they're not going to wait around too long for an answer. Forget about picking up the phone, searching through an FAQ or emailing support. Most people will simply click the dreaded back button and move on.
In fact, according to Unbounce, the average cart abandonment rate of eCommerce sites is 55% to 75%. This is why responsive communication is essential to keeping visitors on your website and improve customer satisfaction.
Luckily, live chat software gives you a chance to intervene. Not only does it allow you to address your customer's important questions and concerns, but it also leads to an increase in your conversion rates. Szymon Klimczak, of Live Chat, claims to have noticed as much as a 10-30% increase in conversion rates for transactional websites.
You see, live chat software also puts you in the position to be able to sale to the customer. You can easily convince them to buy more or make them aware of a product that would be ideal for them. Yes, you can answers questions, but this is also the time in which you get a chance to ask a few questions of your own and build a little rapport and trust with your customers.
Getting Set Up Is Easy - The great thing about this tool is that it's very simple to install and has an easy setup. For example, let's take a look at Pure Chat's sign up and install process. From start to finish, it takes around 2 minutes.
Step 1: Click the sign up button
Step 2: Enter your details and then press 'Sign Up"
Step 3: Watch a video or get the code to install the software on to your website
Step 4: Your dashboard displays your status, incoming chats, how many team members are available.
It even gives you an option of simply interacting with people who are currently browsing your website.
One of the most convenient parts about Pure Chat is that it allows you to customize the window to fit your website design.
If you're interested in learning more about how this particular platform works, then take a look at this 'Getting Started' Video:
How To Use It: Tips, Tricks and Strategies
Though live chat software can take your business to the next level, it doesn't means that you should not be mindful of how you use it. In order to get the most out of this tool, you'll need to be aware of a few popular tips and strategies. Let's discuss a few.
Be Open As Often As Possible
Tagove stresses just how competitive online marketing can be. Though these systems give businesses a chance to display an 'offline status' and delay messaging for later, it's always best to speak in real time.So it may be worth the investment of hiring a few extra people to be online during the times you can't be.
Administer Pre-chat Surveys
Maybe you are interested in giving your potential customer a more intimate experience. Happy Fox Chat says that this can easily be done by offering pre-chat surveys. These survey allow you to collect a little information about what your customer is having problems with before you speak with them. Not only does it give you a chance to come up with thorough answers, but the customer also feels as if you understand them.
Be Personable
Zendesk recommends that you need to feel free to have a little personality when interacting with your potential client. Most people will feel more engaged and invested when they speak to someone who offers a personal touch to the conversation. No one wants to talk to a robot, so deal with each customer according to their own, distinct personality. Humor can often be a great icebreaker.
Pay Attention To Grammar
Though you should be very friendly, you should never become so relaxed that you forget to pay attention to your spelling. This is still a business setting, which means that you should avoid using text messaging slang. Verlaro emphasizes the importance of being aware of your spelling errors.
Make a Promise. Then Over Deliver
If you want to be remembered for stellar customer service, then don't just make a great promise--over deliver. This means that you should always go above and beyond what the customer expected. ClickDesks suggests that if you promised to resolve something within 2 hours, then try to deliver within 1.
Provide a Transcript
First, you should always provide your customer with a transcript of your conversation. KissMetrics suggests that there are a lot of useful conversations that take place between the chat agent and customers. However, these details can easily be forgotten or lost. That's why it's best to offer an official record of the conversation. This can be offered through email.
Monitor Your Results
Unitiv offers perhaps the most important tips of them all--monitor your results. Just as with other areas of customer service, you need to pay attention to what type of feedback you receive from the live chats. Ask your customers if they received the help they needed or what you can improve upon.
Live Chat Software Vendors
Though all live chat software basically serve the same function, there are a few differences in each. This means that each user can have different experience from one product to the next. Let's take a moment to discuss a few of the more popular vendors.
Olark
Olark is one of the more popular solutions. It works for all different types of businesses and they have a free plan with limited features. Their paid version starts as low $17 a month. They also have a trial period which gives you a chance to see how you like it. The great thing about this option is that it has a Wordpress button that helps you integrate it into your site.
Ryan Kelly, Founder of PearAnalytics, has nothing but good things to say about Olark. He appreciates that the software is unobtrustive and that you can configure it into your existing chat client such as Google Chat. Kelly claims that this vendor increased his leads almost immediately.
Livechat
Livechat is a bit more pricey. However, what makes it stand out is that it allows you to turn a chat into a ticket for website owners who have a built-in ticketed system. This means that your team members will be able to assign tickets to each other. You can also contact your customers even after they have left your website.
Provide Support offers chat invitations, call transfers, push pages, canned answers, session logs, geo location, and much more. It's browser-based and it's fully customizable chat window can be designed to fit in with the rest of your website design. It doesn't require any plug-ins or special software installation on the customer's end. It also offers a 10-day free trial.
Cory Miller, Website Designer, says that he regularly uses Provide Support on his website iThemes. Since he first signed up, he noticed increased opportunities for upselling his products.
My Live Chat
While most live chat software vendors require monthly subscriptions, this one is completely free.
It offers real time visitor monitoring, you can hold several different chat sessions at one time, you're allowed to send pre-written responses to the most frequently asked questions, and you keep chat transcripts and can send them to your customers through email.
Just like Provide Support, My Love Chat gives you the ability to customize it's chat window to fit your brand--even offering logo placements and special greetings.
The Takeaway:
Live Chat software is an invaluable tool for individuals who own an online business. Why? Because it is essentially a win-win.
Not only will it give your customers instant access to well trained service representatives when they are in need of assistance, but by clearing up their confusion and doubts, you will ultimately increase your conversion rates.
This software is easy to setup, simple to use and has a proven success rate. If you are willing to master the etiquette of live chat software, it could be just the thing to take your business to the next level.
