Opportunities are everywhere for your business. Even for something as simple as your company’s live chat channel, your business can uncover a wide spectrum of benefits.
You can use live chat to know more about your customers and their needs, so you can serve them better. You can use live chats to improve how you operate your business, identifying critical areas that need change. But mostly, you can use live chats to convert.
Here’s how you can do it…
Get relevant and accurate data.
You can’t begin to convert without qualitative research. Because you can use your live chat channel as a means to understand and discover more about your customers, you can mine the data you gather from it and put it to good use.
Gathering the right data will require asking key questions. From how the customer came to know about your website to what product or services they currently use, the right questions will give you insight to better target certain customers.
Always respond quickly.
Never leave customers unattended. If your agents fail to respond in time, you may lose potential sales. When this is done frequently, your business may suffer from a bad reputation.
Evaluate the best workload for your agents.
Your live chat agents can only take on so many customers. If they take on too much, they may end up being exhausted—too exhausted to respond properly to the next set of chats. If they take on too little, you may lose valuable opportunities.
The key is to train and allow your agents to provide high quality chats that turn queries into sales, and customers to upgrade or buy more.
Engage your customers.
Human connections are still very important in this day and age of digital devices and automatic responses. Your customers want to know that they are going to interact with an actual person, not some computer programmed for correct responses. Try prompts that reflect this need, and your live chats will deliver better results.
Make sure your live chats are able to get contact details.
Once an enquiry comes in through a live chat, that becomes a prospect. Every prospect has a potential of turning into a customer. But this requires a follow-up on your part. Your live chats can be used to get and qualify leads. And by acquiring numbers from customers, you’ve got a line of communication you can use to do follow-ups.
Want to add live chat to your website? Give us a call on 01604 491 678 or drop by for a coffee.
Written by Chris Anderson
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