Live chat will assist in enhancing the user experience, generating leads, and increasing sales revenue.
Using live chat, your company can communicate with consumers in real-time. When a consumer accesses your live chat application, they may interact with your staff and get immediate help. You may integrate live chat software into your website, mobile site, and applications to assist consumers.
Though live chat is an excellent tool for collaboration, it is capable of far more than just answering consumer questions every day. It can become a perfectly tuned revenue-generating engine with the right approach. There is a lot of live chat app in the market but Gorgias stands apart.
Here are 5 live chat strategies to increase your conversion rates.
1. Be available when your customers need it
This is the zone where live chat really shines. Customers will type their issues into the chatbox and get instant responses from you. Live chat support can boost your sales conversions and customer retention.
One way to set yourself apart from your competitors is to demonstrate your accessibility and to be honest about your team’s online and offline times.
Keep in mind though that some of the peak hours for e-commerce are between 8 p.m. and 9 p.m. If you don’t have someone monitoring your customer channels 24/7 or during peak hours, you can utilize an integrated helpdesk like Gorgias, which has self-serve chat options so your customer isn’t left hanging. This is especially important if your customers are based in different places all over the world.
2. Collect customer insights with live chat
How satisfied or dissatisfied are your clients with your service? Did you assist them in resolving their issue? Is there something you can do to improve your performance? A chat will show a great deal about the level of consumer loyalty and the efficiency of the operation. Live chat customer service is of vital importance to the survival of any business.
An online chat is an excellent way to ascertain client trigger points. For example, if customers continue to inquire about delivery methods, it may be that the product definition is confusing. Alternatively, whether they inquire into how a product functions or the origins of the products, it might be useful to revise your product summary to provide more information. You may also have a presentation video to demonstrate how your product makes their lives easier.
Then, use all the insights you’ve gained for your retargeting campaigns, update your site to increase conversion rates, and improve your customer service strategy. Did you know that Gorgias has much more features than the live chat Facebook app?
3. Display greetings based on customer behaviors
Today’s consumers demand an unprecedented level of personalization during their shopping journey. They desire to be understood and acknowledged.
When it comes to personalization, relevance and pacing are critical. By displaying the appropriate message at the appropriate time, you can significantly improve your conversion rate.
In Gorgias, you can use the chat campaign feature to customize your live chat boxes to appear on different pages. You can even customize the message depending on the page a live chat appears on.
Let’s look at an example.
A visitor wearing a cardigan sweater is perusing your product list. Assume this individual is involved in cardigan sweaters and initiates a live chat session with an automatic greeting asking if you can assist them with something.
Meet your prospects where they are in the customer journey. If they’re browsing specific pages, they’re probably looking for information relevant to those pages.
If they’re not, it’s good to ask so you can guide them to the right page or answer their questions in real-time. You don’t know when your customers will need you, so it’s better to be proactive. Having a live chat on the website will give you that edge against your competitors.
4. Remove objections on checkout pages
You’ve probably taken a lot of time to optimize your checkout process. Yet on average, over 70% of customers abandon their cart.
That means no matter how many customers have already completed checkout on your site, a larger percentage won’t. So you need to continuously review and optimize your checkout page.
One of the things you can do to help is incorporate a live chat on your checkout pages. This gives your customers a way to ask any question that could prevent them from completing their purchase. “Why is the total shipping fee so high?” “I can’t type my credit card number,” “Why is the discount rate lower than what you offered me?”—all of these questions can occur in the checkout process.
If you’re concerned about distracting your customers in the checkout process with live chat, then you can insert a live chat button in a visible spot on these pages and never let it pop up by default.
That way, shoppers who just want to check out quickly without interruptions can do so. Meanwhile, those who might need a little help can click the live chat button and get their questions answered.
5. Continue chat conversations after live chat ends
You already know live chat is an excellent lead generation and qualification tool. So, don’t waste your opportunity to do some follow-ups after an ended live chat session.
The relationship between you and your customer just started.
When doing a follow-up, keep these in mind:
- Let potential customers know who you are and what you are contacting them about.
- Refer to your previous conversation. This will help your customers easily recognize you and also build trust with them.
- Let them know you’ll keep them updated with special offers, and if they have any further questions, they can reach out to you via email, phone, or any other way.
Try the above five tactics, and you’ve already made great headway towards increasing your online sales in 2021.
In case you don’t know how to get started, sign up for a Gorgias account and create your first live chat. Gorgias is the best live chat and help desk ticketing system for e-commerce, so it could be the tool you’re looking for.
DISCLOSURE: This post contains affiliate links, which means that if you click on one of the product links and make a purchase, I will receive a small commission. Which helps me support the channel to make quality content and recommend products for you.